5 Crimes of Customer Care

There are many ways to be a hero for your employer, for your customer, and for yourself when you’re a frontline customer-facing employee. Besides having a thorough understanding of departmental processes and procedures, success almost always boils down to inherently knowing what it means to do the right thing and being consistently respectful and organized. Yet, there are just as many ways to mess things up when you work in a high pressure frontline role and most of the time your employer won’t even notice right away. That’s the scariest part for those smart executives who know their company’s image and brand are often outside their immediate span of control.  They know that the experience felt by paying customers is controlled to a large degree by frontline staff in day-to-day conversations and interactions.

I find this topic so interesting that I wrote a blog post for my employer and you can find it on the Eloqua Blog.  The post is called 5 Crimes of Customer Care and can be found here: http://blog.eloqua.com/5-crimes-of-customer-care/. I’m interested in hearing what you think of it.

About Peter Armaly
I get jazzed by automation, big data, and blockchain tech. Business, technology, and fitness are things I understand. Scotch, wine, food, and fiction are things I appreciate.

4 Responses to 5 Crimes of Customer Care

  1. Robert says:

    Good post Pete. I have been in the Customer Service Industry since 1995(just after I left ‘our’ old Employer). I managed a Call Center for Amex for many years. Not only is the content critical but the delivery. One thing i would always tell my supervisors is that the customer on the other end of the phone needed to ‘hear the smile’ when their agents were talking to them. They are the front line, in most cases they are the only interaction your customer has with the company, so you need to get it right the first time…or there may not be a second chance.

    • Peter Armaly says:

      Thanks, Rob. I agree with your comment about getting it right the first time. We’re all human and so mistakes will be made. But we must always be mindful of how fleeting are the privileged moments of opportunity for entrenching our reputations.

  2. Adam Krause says:

    Great article Peter, a topic that is near and dear to my heart. I’d add a sixth item, and that is consistency in the information delivered. We know, in a complicated solution, that there may be as many ways to skin the same cat as there are cats, but to be guided nine different directions toward the same goal can be frustrating at best. Decision tree : Problem in > Solution out.

    Peter – please inspect the link out to your post at Eloqua. It may be broken.
    http://blog.eloqua.com/5-crimes-of-customer-care/%22%20%5Cl%20%22comments

    Adam

    • Peter Armaly says:

      Thanks, Adam. It’s nice to hear feedback from someone I always respected for many reasons, not the least being this topic. And thanks for pointing out the trouble with the link.

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