As consumers, we all remember our good and bad experiences. And we’ve all had our fair share of bad experiences with customer service agents – I can see your face now — that time you called company X, pushed a few numbers to try to get to the right place, and ended up either at the wrong place or disconnected and had to start over! The frustration level rises with each negative interaction, and eventually, you may walk away, depending on how entangled you might be with said company.
Ah, customer experience. It isn’t just a buzzword; it's reality. We don’t often recall the ones where our expectations are met because companies do what they say they are going to do. It’s when a company goes above and beyond—or totally misses the mark—that those moments stick in our heads.
In December 2023, I joined this company to lead the Customer Experience organization, which includes the Customer Service team. I was thrilled to learn that this team is called the “heartbeat of the organization” and that they are genuinely valued and appreciated for their critical role in our customers’ perception of us and how we serve them. I am lucky!
Customer experience is heavily dependent on customer service. The team aims to ensure that every customer interaction is positive and productive. Our dedicated customer service team is always ready to assist, providing timely and practical solutions to any issues. We want our customers to feel supported and appreciated at every touchpoint.
We know we don't always hit the mark, but we are committed to learning and improving. When we get feedback, we take it seriously and adjust to better meet our customers' needs. We collaborate internally to determine if the challenge is isolated or systemic and adapt accordingly. This continuous improvement mindset helps us stay responsive and flexible to ever-changing customer expectations.
In customer service, you can make or break someone’s day. You can take someone’s day from good to great or bad to good. Every interaction matters, so make it a good one!
Pro-tips:
If you are a customer, don’t hesitate to ask questions if something is unclear. Clarifying details can prevent misunderstandings and ensure your issue is resolved correctly the first time! If you get a survey, respond! Feedback helps them get better.
If you support customers, listen actively, show empathy, be responsive, and follow up to ensure that the customer is satisfied.
Author: Jen Luis, Vice President of Customer Experience