Corporate executives and CX influencers have traditionally advocated their business jargon, and their employees and customers have subserviently understood and followed them. For example, business leaders have defined contact centers when customers “contact” them to ask a question or have a problem with a product or service. The leaders then analyze their agents’ FCR metrics for First Contact Resolution.
Concurrently, business leaders and CX influencers dub customer service representatives as the frontline. But frontline? Really? They may logically say that customer service is the frontline because they are front and center with customers. However, as customers, we emotionally feel we are doing battle with the customer service frontline.
Well, no more. As customers, NOW is the time for our customer CARE Revolution!
We pay for our experience, not your product or service. And we pay for our entire experience, not yours. It’s ALL about us, NEVER about you. We seek the best emotional value in our entire experience, not the minutiae of your logically reasonable best prices, products, or services of yours. For instance, when we have a problem or complaint, the best emotional value for us is not a first-contact response with contact center agents. The best value in our experience is in the agents’ personalized interactions, not their business transactions.
While business leaders are happy because their customers are satisfied with the purchase of their product or service, that’s not good enough for us. Satisfied customers feel that their experience is good, not better, just average. Nobody raves about average. And satisfied customers will not return as soon as they find a better experience or a less expensive price.
Accordingly, contact centers and businesses must do better.
Doctors and nurses don’t serve their ailing patients. They care. So shouldn’t customer service be customer care? Even better, as customers, we deem contact center and customer service representatives to be the customer CARE team. Their service mantra should be:
“We CARE for each customer:
- COMMUNICATE with polite interaction. We inform each customer with transparency of the product’s or service’s function, liabilities, and advantages. Listen to understand the customer’s questions.
- ACKNOWLEDGE each customer’s presence and value.
- RESPOND empathetically to each customer’s concerns, and complaints.
- ENRICH the experiences and lives of every customer.
When we CARE, each customer has an emotional connection. The more emotional the connections, the more memorable the moments, and the more loyal our customers are. Our loyal customers are WOWED and happy, intent on returning, and raving to others on social media.”
So, as customers, let’s be revolutionary in improving our customer experience with Customer CARE. NOW is our time! Let’s be loud and proud! Let’s be revolutionary! And let’s have our experience be GREAT out there!
#customerservice #customerexperience #custserv #custexp #cx
