179: Turning Your Contact Center into a Relationship Center

Customer Service Revolution

Dave Murray, VP of Consulting at The DiJulius Group, discusses three ways to turn your current contact center into a center focused on building and maintaining customer relationships.

Here are the three things we need to focus on:

• Finding Negative Cues—Negative cues exist everywhere when it comes to customer experience, but especially in contact centers. We will discuss where they hide, how to identify them, and how to eliminate them.
• Gathering Customer Intelligence – ensuring your team is actively listening and engaging with your customers is vital. We will discuss best practices and systems you can implement so your team is actively engaged in each call.
• Creating Experiential Standards – in the final step of this session, we will discuss the importance of creating standards that your team members follow to ensure you are delivering a consistent experience to all of your customers.

These three steps will help you create a relationship center in your organization.

Links

The Customer Service Revolution Podcast

The DiJulius Group

Customer Experience Executive Academy

Employee Experience Executive Academy

Our new best-selling book, The Employee Experience Revolution

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