279: Is Efficient Customer Service Best?

Jeannie and Adam question the meaning of efficiency and uncover hidden and unnecessary challenges to providing efficient customer service. The hidden challenges of efficient customer service When we think of efficient customer service, the emphasis is typically on what’s happening at the front lines. Then we look at things like “time on call” and other specific metrics to gauge efficiency. However, there are many other factors that play into front-line efficiency, and how they affect the actual experience is not always straightforward. So what we see as efficient from our perspective may not be delivering the experiences that are needed most from customers in the moment. “What is the relative output to the inputs you put in?” -Adam Toporek In this episode, Adam and Jeannie explore the concept of efficiency and how it is perceived through different lenses. From internal processes to equipment and software put in place with the purpose of making things efficient, they uncover hidden challenges that inadvertently create terrible customer experiences or lousy customer service. “No matter how much you smile…it’s hard to overcome these inefficiencies.” -Jeannie Walters Is your customer service as efficient as you think? You may already know it needs some work… but before you blame your staff, listen in for clues to help you get to the heart of the problem. Related Content 360Connext® post, How to Unlock Your Outstanding Service Culture for Good Customers That Stick® post, Communication: The Most Important Skill in Customer Service Yes! 50 Scientifically Proven Ways to Be Persuasive Episode 249: How Customer Service Training Goes Wrong We're on C-Suite Radio! Check it out for more great podcasts Sponsor message: Develop your customer experience mission Do you know how to deliver the superior customer experience you visualize? We can help your team become a force for positive change, starting with a customer-centric mission. The Customer Experience Investigators™ at 360Connext specialize in helping companies across industries and around the globe. Developing and internalizing unique and scalable customer-focused missions has been crucial to their success. Want to compete with the other 89% of companies staying afloat by providing better experiences? You need a compass for making astounding changes in the customer experience while breaking down the silos that are holding you back. We offer evaluations, workshops, and roadmaps to keep your wheels firmly planted on the road to a customer-centric future. Join us on our mission To Create Fewer Ruined Days for Customers™ today. Visit us at 360Connext.com.   Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices