In the time of COVID, has your customer call volume increased, decreased, or stayed level with was in Before Times? * I encounter all three of these scenarios about equally often as a customer service and customer experience consultant at Micah Solomon and Associates, from my client companies. ZapposSo Zappos has expanded the mission of their famous Customer Loyalty Team (i.e., their contact center) to include offering themselves as a “Customer Service for Anything” resource, where there’s not only no purchase required, there’s no purchase expected. One of the first things I do on a customer service (CS) or customer experience (CX) turnaround initiative is create a small lexicon for my client company of words and phrases I recommend and those that I discourage. The best solution is to train yourself on Customer Service Recovery (the art of working with upset customers) before you’re in the heat of the moment with such a customer.

Source: Forbes October 11, 2020 22:52 UTC