hey! on this episode of Caffeinated CX we talk about the ROI of great customer service and customer retention/loyalty. It's a doozy!

https://linktr.ee/caffcx

welcome to the first episode of season 2 of Caffeinated CX.

Today, we're going to be talking about spaghetti, and why spaghetti should a reason to have some compassion and empathy for your customer base.

It'll make sense, I promise.

https://linktr.ee/caffcx

For today's episode we go back to Coffee With Dave, which was Caffeinated CX before Caffeinated CX was a thing.

Enjoy!

Don't worry, new episodes coming soon.

https://linktr.ee/caffcx

Customer service is often one of the toughest jobs out there. Just think about those chaotic Black Friday videos where people get trampled for a TV. Even though things might have calmed down, the treatment of customer service staff remains a big issue. They often get treated poorly by customers and even by their own leadership teams. This needs to change.

Caffeinated CX is all about improving this situation. By focusing on employee experience, we can enhance the customer experience. As Richard Branson says, 'Put your customers second.' This means that if you take care of your employees, they will take care of your customers.

There are different types of companies when it comes to customer service. Naive companies don't care about customer service, while transactional companies see customers as just a paycheck. Enlightened companies understand the importance of good customer service but might struggle to implement it. Natural companies, on the other hand, prioritize the customer in everything they do.

We need to shift our culture to respect customer service and frontline employees more. There's nothing wrong with serving others, and these roles are incredibly important. So, let go of your ego and start valuing customer service for the vital role it plays in every company.

Here's the LinkTree: https://linktr.ee/caffcx

On this episode of Caffeinated CX we talk Contact Center Team Leads and just how important they are to your call floor (hint: they are one of the pillars that keep it up and stable... if the Team Lead program is done right).

It's time to stop doing what your customers hate. Long hold times? Leave it in the past!

Having to transfer customers between multiple agents or departments? Throw that in the trash where it belongs.

Junk fees? Junk fees get tossed back into the same dumpster fire that they somehow crawled out of.

It's about making it easy for your customers to do business with your business. About making it convenient for the customer and not just convenient for YOU.

First published in March of 2021, we talk about the phrase "I don't know" and why to never ever ever ever ever say it to a customer.

Song: "Black Coffee" by Black Flag

Beard looks pretty good in this.

https://linktr.ee/caffcx

Buy me a coffee if you'd be so kind: https://ko-fi.com/caffeinatedcx

In this episode of Caffeinated CX we talk KEY PERFORMANCE INDICATORS or as we lovingly call them... KPIs.

Specifically, we talk about which ones make the most sense to track religiously in a Blue Collar Call Center.

Coincidentally, that's the name of my book! And it's follow up/addendum/add-on/extension: The Blue Collar Call Center: Rebuttal Field Manual, but that's not important right now. What is important is knowing what KPIs to track.

And that's what this episode is about bro.

https://linktr.ee/caffcx

Buy me a coffee: https://ko-fi.com/caffeinatedcx

Hi! In this episode of Caffeinated CX we talk about the 4 Must-Haves in your call center training curriculum.

Don't have these? Get these.

https://linktr.ee/caffcx