Creating a Competitive Advantage Through Better Customer Service
- Creating a Competitive Advantage Through Better Customer Service Diane Helbig 31:42
Welcome to another episode of “Accelerate Your Business Growth”! I’m your host, Diane Helbig, and today we have a special guest, David Avrin. David is a renowned customer experience speaker and consultant, and the author of Ridiculously Easy to Do Business With, and he’s here to share some invaluable insights on how businesses can enhance their customer service and retention strategies.
In this episode, we delve into the importance of offering options and choices to customers for a superior experience. David explains why making it easy for customers to do business with you is crucial, and how resolving issues efficiently can prevent frustration and improve customer satisfaction. We also discuss the all-too-common challenges faced by customer service agents, including high attrition rates, scripted responses, and the difficulty of reaching an actual person for support.
We touch on the limitations of AI and chatbots in understanding customer concerns and the frustration of being transferred between multiple representatives. David highlights the need for businesses to focus on their competitive advantage by being accessible and accommodating, offering a balanced approach between digital and personal interactions.
Tune in as David discusses how Technology impacts customer experience, the pitfalls of incessant surveys, and the importance of adapting to the changing expectations across generations. He also shares practical examples and solutions, such as proactive communication and adopting an omnichannel approach to cater to different customer preferences. Whether you’re a business owner, a customer service professional, or simply interested in improving customer experiences, this episode is packed with insights you won’t want to miss.
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Each episode of this podcast provides insights and Education around topics that are important to you as a business owner or leader. The content comes from people who are experts in their fields and who are interested in helping you be more successful. Whether it’s sales challenges, leadership issues, hiring and talent struggles, marketing, seo, branding, time management, customer service, communication, podcasting, social media, cashflow, or publishing, the best and the brightest join the host, Diane Helbig, for a casual conversation. Discover programs, webinars, services, books, and other podcasts you can tap into for fresh ideas. Be sure to subscribe so you never miss an episode and visit Helbig Enterprises to explore the many ways Diane can help you improve your business outcomes and results.
Heightened Expectations for Order Visibility: “The things that we’re seeing and some of the trends that are really important for organizations to adopt is there’s a heightened level of expectation for visibility into the process.”
— David Avrin 00:06:30
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