How to support customers when the service is buggy
Customer Service Life
by Jenny Dempsey
2M ago
“Please also include a section that deals with situations where the product (software) quality is not good because of which the customers always get stuck because of bugs on the platform and write in frustrated.” A student left this review on my Udemy course, Your Customer Service Toolbox: Best Practices for Beginners. Great call out. I hear this. This resonates. It’s rough to be in a position where you genuinely want to solve a customer problem and you can’t. Though I do realize that the use of the word “rough” is an understatement when a customer is screaming at you. I’m guessing you too ..read more
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3 Practical Ways Your Customer Support Team Can and Should Listen to Customers
Customer Service Life
by Jeremy Watkin
2M ago
Image by Couleur from Pixabay This article was originally published on CustomerThink and is being reposted with permission from the editor. I was recently thinking about certain practices we talk about in the world of customer experience. I can’t help but think that we’re sometimes a bit careless about how we speak of them as if we can start doing them with the flip of a switch. Listening to the voice of the customer (VOC) is one such practice. It sounds so simple. Can I send a survey once a year to a percentage of my customers and claim to have a VOC program? What if I choose ..read more
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6 Questions to Assess Your Contact Center’s Readiness to Identify Customer-Impacting Issues
Customer Service Life
by Jeremy Watkin
2M ago
Image by www_slon_pics from Pixabay This article was originally published on CustomerThink and is being reposted with permission from the editor. A customer contacts us with an apparent product issue. With a bit of digging, we discover a larger bug or problem that may need to be addressed by engineering. Before reporting to engineering we get a sense of how many customers are impacted by the issue. Is this a one-off or a system-wide problem? Upon realizing the wide impact, the question that inevitably arises is: How did it take the customer support team so long to discover this issue? Ugh! T ..read more
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3 Things Spin class taught me about customer experience
Customer Service Life
by Jenny Dempsey
4M ago
Seven years ago, a minor knee injury stops me from my daily run route. I change it up to hot yoga, drinking the Ommm Kool-Aid and am hitting up 4 to 5 classes a week. Wanting to add variety, I join ClassPass after a recommendation from a good friend. ClassPass is a monthly membership that provides you with access to thousands of studios, gyms, spas and salons in over 2,500 cities worldwide. You get credits each month to book classes and appointments like boxing, yoga, manicures, facials and what has become my newest obsession, spin class. Back up for a moment: Am I even cool enough to step in ..read more
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5 Life Lessons Learned from Fishing with a Guide
Customer Service Life
by Jeremy Watkin
4M ago
Jeremy holding a surf perch caught on a fly thanks to Tyler’s guidance. One thing that the state of Oregon did for me in the four short years that I lived there was to rekindle my love of fly fishing. But not just any kind of fly fishing — fly fishing for trout. There are so many more trout than people in that state which made for some wonderful fishing adventures. Upon moving back to California a few years ago I was faced with the stark reality of being several hours away from comparable trout fishing. Sure, I could go to a lake in the local mountains and sit elbow to elbow with my fellow f ..read more
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4 Internal Customer Support Practices for the Modern Contact Center
Customer Service Life
by Jeremy Watkin
6M ago
Image by mohamed Hassan from Pixabay This article was originally published on CustomerThink and is being reposted with the permission of the editor. Thinking back to the early days of my first management role in a small contact center, I can remember one day when a newly-hired customer support agent came over to my cubicle for what had to have been the twentieth time to ask me yet another question. Having been “interrupted” from doing my job, I’m certain that my response was neither graceful nor particularly helpful. I wish I could say this only happened once — but the fact of the matter is ..read more
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Why I’ve remained loyal to my hair stylist
Customer Service Life
by Jenny Dempsey
8M ago
I’ve been seeing my hair stylist, Andrea Spurdle at Citizen Salon in Oceanside, CA, for almost 3 years. I look forward to getting my hair done because it feels like I’m going to hang out for a few hours with a friend and leave looking much better than when I walked through the door. Me and my hair stylist, Andrea Flashback to my first appointment with Andrea: she was randomly assigned to me by the salon. I chose the salon based on its convenient location and positive Yelp reviews. There are always those “first hair stylist appointment” nerves though as I didn’t know if I was going to leave t ..read more
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The Way It’s Always Been Done
Customer Service Life
by Jeremy Watkin
9M ago
Meet Mouse, our corn snake. I’ve never really considered myself a “reptile person.” On those occasions where I’ve encountered snakes while hiking or working in the yard, I always jump clear out of my shoes in complete fright. It was Christmas of 2020 when my son made us a reptile family by welcoming a corn snake named “Mouse” into our home. Oh, and her favorite food is mice so it’s a fitting name. She was about a year old and two feet long at the time but has since doubled in size. She actually has a great temperament, often content to gently wrap herself around a willing arm for an unspecif ..read more
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Optimizing Self-Service: 4 Lessons Learned from Our Chatbot Journey
Customer Service Life
by Jeremy Watkin
9M ago
Source: Pixabay This article was originally published on CustomerThink and is being reposted with the permission of the editor. Almost exactly a year ago, I published a column titled How to Optimize Zendesk to Deliver Both Effective and Efficient Customer Support. In my third point about the importance of optimizing your Zendesk knowledge base, I left incomplete exploring artificial intelligence as a means of making it easier for customers to find answers to their questions. In the months following that post, my company upgraded our Zendesk subscription to a plan that included the use o ..read more
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5 things I learned from taking bereavement leave
Customer Service Life
by Jenny Dempsey
10M ago
My dad died on a Saturday in March 2022. An expected, yet unexpected, passing, I learn in the hospital that I am listed as his agent on the Advanced Health Care Directive. I had no idea prior to that. Having the surprise responsibility of making decisions to remove life support is a decision I wish no one ever has to make. I have the support of my family, of course, but signing that paper in the waiting room that day will forever be etched in my mind. Flash forward to Monday: I legit thought I’d be back at work, answering customer emails and participating in Zoom meetings. When my mom passed ..read more
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