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.

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