In this episode with Iman Safari, Customer Service Manager at Interflora, we explore what it means to have a customer service DNA.
We hear how to build a strong customer service culture and how to reduce the dreaded "cost-centre thinking".
To give you a taster for what's in the episode, here's one of my favourite clips. In the clip, Iman tells us why senior leadership so often undervalue customer service and where cost-centre thinking comes from.
In the rest of the episode, here's what we cover:
- What is a customer service culture?
- How does Iman get agents to live and breathe the culture?
- What does Iman say to his agents to convince them why a strong culture is important in customer service?
- How did Iman build a customer service culture at Interflora?
- Why don't senior management think customer service is central? Why is there a mismatch between CS leaders and C-suite.
- Where does cost centre thinking originate? Why does it lead to bad customer service?
- Why average handle time and time between calls should not be an important KPI and why you should never tell your employees to rush.
- Why you should measure your team as a team, not as individuals, and why 'employee of the month' is an old way of thinking.
- How can you decrease average handle time in a way that’s positive for the customer?
- How important is technology for the customer service culture?
Hope you enjoy the episode!