Great Customer Service: Is Your Call Center Missing the Obvious?

Technology Revolution: The Future of Now

Bonnie D Graham

News, Business News, Technology

4.9 • 112 Ratings

🗓️ 2 May 2012

⏱️ 53 minutes

🔗️ Recording | iTunes | RSS

🧾️ Download transcript

Summary

Put on your consumer hat for a minute. Does your personal favorite customer service horror story end with how easily the offending company could have made your experience a dream, instead of a nightmare? Now put on your business hat. If you’ve heard such a tale of woe about your own company, do you know why? SAP’s Anthony Leaper believes it’s about the people you hire. “Are they emotionally attached to your brand and to the customer impression you want to leave behind?” Author Becky Carroll observes, “Customer service needs an extreme makeover. It's time to stop viewing customer service as a 'cost of doing business' and start viewing it as a key to ensuring business growth from existing customers.” Customer strategist Esteban Kolsky adds, “Becoming a beloved brand, the goal for most companies in the past 10-15 years, is no longer an objective; becoming a retained brand is.” Pour a cup and join us for food for thought on Great Customer Service: Is Your Call Center Missing the Obvious?

Transcript

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0:00.0	Brian Dean Wright here, former CIA operations officer and hosts of a daily news podcast called The Right Report, like the Wright brothers.
0:08.6	Each morning at 5 a.m. Eastern, I take you with me around America and around the world for news that you need to know.
0:14.5	But here's what's different about the Wright Report. I use news sources from the left like MSNBC and from the right, like Fox News.
0:21.7	I present that to you before I then make clear that I'm pivoting to my analysis and opinion of what to make of it all.
0:27.4	And that's important, separating facts and data from analysis and opinion.
0:31.5	In fact, that is exactly how a good intel officer does it.
0:34.5	We're trying to provide global secrets and assessments to the White House in what is called the President's Daily Brief, and that is why my podcast is so very different.
0:42.7	So join me and thousands of my listeners each and every day on The Wright Report.
0:46.8	You'll find it Monday through Friday at 5 a.m. Eastern on all major podcast platforms.
0:51.6	Once again, I'm Brian Dean Wright. I sure hope to see you tomorrow morning
0:54.9	with your daily presidential brief on The Wright Report.
1:09.6	Welcome to the most nutritious hour of business talk all week.
1:13.8	This is Coffee Break with Game Changers, presented by SAP.
1:17.8	The best run business is run SAP.
1:20.4	Your host and moderator is Bonnie D. Graham.
1:22.8	You'll hear from the innovators who have learned to use game-changing technologies to shake up the status quo and help
1:28.2	move today's businesses in new directions. Now, here's Bonnie D. Graham.
1:34.3	Hey, I have a question for you. What hat are you wearing today? Let's put on your consumer hat.
1:39.9	Does your personal favorite customer service horror story always end with your tale about
1:46.0	how easily the company that offended you could have made your experience a dream instead
1:51.5	of the nightmare it was that you love to tell about.
1:53.8	Okay, time to switch wardrobes.
	...

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