Whippy’s Post

Our second engagement with FICCO's front liners (the first one was back in 2014). Since our last training, most have been promoted, married, transferred to other branches or departments, and some have even left their positions. Briefly, customer service is not only about smiling, greeting, and answering phones. It goes beyond understanding and addressing the needs of our member-customers, both in the personal as well as procedural/technical dimension and throughout the entire arc of customer service experience. Genuine commitment to this dedication is essential and should come from the heart. (Barbara Glanz Communications Inc. 2007). This reflects our cooperative philosophy and way of life, prioritizing our members' satisfaction. This is in keeping with our 10th coop value of caring for others (International Cooperative Alliance). But why is customer service important? It is crucial because research has shown that "customer service skill" is the third most crucial organizational competency among thriving companies, following communication and teamwork. This conclusion stems from a study conducted on 16 successful global companies, highlighting the significance of employee competencies in enhancing service performance and customer satisfaction. There are four main implications of this finding: 1.Employee Training and Development - organizations should prioritize training programs that enhance customer service skills. 2. Hiring Practices - companies may need to adjust their hiring criteria to focus on candidates demonstrating strong customer service abilities and communication and teamwork skills. 3. Organizational Culture - customer service skills can foster a culture that values customer-centric practices.4. Performance Metrics - businesses might consider integrating customer service skills into their performance evaluation metrics, recognizing that these competencies directly influence service outcomes and customer experiences.   Excellent customer service still matters today, even with AI around. While AI can assist and automate certain parts of customer service, it is still crucial to have that human connection for great customer experiences. This shows that the personal touch and customer interaction are still super important, even in the age of AI. #ExcellentCustomerService                                                                                #M&AResourceTraining&PublishingInc. #CustomerServiceSkill #AIinCustomerService #BobBare #SegrPublishing

Ever heard the saying, "𝑰𝒇 𝒕𝒉𝒆𝒓𝒆 𝒊𝒔 𝒏𝒐 𝒔𝒕𝒂𝒏𝒅𝒂𝒓𝒅, 𝒕𝒉𝒆𝒓𝒆 𝒊𝒔 𝒏𝒐 𝒄𝒐𝒏𝒔𝒊𝒔𝒕𝒆𝒏𝒄𝒚"? It's especially true when it comes to creating and updating processes! Here at Katico, we take a structured approach to Updates Management, particularly for helpdesks and knowledge bases. Why? Because consistency breeds efficiency and happy clients (and their customers!) Here's our tried-and-true process: 𝑨𝒏𝒂𝒍𝒚𝒛𝒆 𝒕𝒉𝒆 𝑹𝒆𝒒𝒖𝒆𝒔𝒕: We get all the details to understand the needs. 𝑪𝒖𝒓𝒓𝒆𝒏𝒕 𝑷𝒓𝒐𝒄𝒆𝒔𝒔 𝑫𝒆𝒆𝒑 𝑫𝒊𝒗𝒆: We assess what's already working (and what's not!). 𝑫𝒆𝒑𝒆𝒏𝒅𝒆𝒏𝒄𝒚 𝑪𝒉𝒆𝒄𝒌: We identify any connected workflows that might be impacted. 𝑬𝒇𝒇𝒊𝒄𝒊𝒆𝒏𝒄𝒚 𝑩𝒓𝒂𝒊𝒏𝒔𝒕𝒐𝒓𝒎: We suggest the most streamlined solution for the specific situation. 𝑺𝒕𝒂𝒌𝒆𝒉𝒐𝒍𝒅𝒆𝒓 𝑨𝒍𝒊𝒈𝒏𝒎𝒆𝒏𝒕: We get everyone on board before moving forward. 𝑻𝒆𝒔𝒕 𝑾𝒐𝒓𝒌𝒇𝒍𝒐𝒘: We build and test the new process to ensure it works flawlessly. 𝑹𝒆𝒒𝒖𝒆𝒔𝒕𝒆𝒓 𝑹𝒆𝒗𝒊𝒆𝒘: We make sure SME (Subject Matter Expert) is happy with the changes. 𝑲𝒏𝒐𝒘𝒍𝒆𝒅𝒈𝒆 𝑩𝒂𝒔𝒆 𝑩𝒐𝒏𝒂𝒏𝒛𝒂: We create comprehensive articles for BOTH users and agents (because knowledge is power!). 𝑹𝒐𝒍𝒍𝒐𝒖𝒕 𝑹𝒆𝒂𝒅𝒚! We launch the new and improved process. 𝑼𝒔𝒆𝒓 𝑨𝒏𝒏𝒐𝒖𝒏𝒄𝒆𝒎𝒆𝒏𝒕: Fianlly, we clearly communicate the changes to all users through appropriate channels. Sure, it might be tempting to just throw up a new workflow, but sticking to our process ensures: ✴ Clarity: Everyone knows what to expect from the start. ✴ Efficiency: We avoid duplication of effort and wasted time. ✴ Client Care: We show respect for client's time and resources. ✴ Customer Satisfaction: Streamlined processes = happier end users. 𝑾𝒉𝒂𝒕 𝒂𝒓𝒆 𝒔𝒐𝒎𝒆 𝒘𝒂𝒚𝒔 𝒚𝒐𝒖 𝒆𝒏𝒔𝒖𝒓𝒆 𝒄𝒐𝒏𝒔𝒊𝒔𝒕𝒆𝒏𝒄𝒚 𝒊𝒏 𝒚𝒐𝒖𝒓 𝒐𝒘𝒏 𝒑𝒓𝒐𝒄𝒆𝒔𝒔𝒆𝒔? Share your tips in the comments! #helpdesk #knowledgebase #standartization #customersuccess

I recently heard #CustomerSuccess called a "dumping ground" - and that's true, it is. Customer Success - if you're doing it right - is where all of the questions go that no one has an answer to, that no one has heard before, or no one knows where they should go. That makes it challenging, because in a CS role you *do* have to learn and be everything, everywhere, all at once. That also makes it uniquely rewarding. There's no limit to what you'll learn, who you'll meet or interact with, you have an almost unlimited view of how everything works at both a high level and right in the nitty gritty details. It's what I love most about it. Being the "dumping ground." Finding the answers, building the workflows, improving on communication and processes - being the person with the answer who can fix the problem, fast, and make sure everyone's ship gets to harbor - or out to sea, depending ;) You could call it the dumping ground. Or, you could call it the central hub where all traffic and knowledge flows, the beating heart of the organization, the direct line between company, customer, and back. Yes, it's hard. It's a lot. It's hectic. It's also a totally unique work experience where, if it's for you, you can excel and thrive in ways no other role allows. #ClientSuccess #ClientExperience Image source: Pixabay on Pexels.com

#Day2 Continuing The Journey...#30days Skill Refinement Challenge #Fresh Desk# Freshdesk is a cloud-based customer support software developed by Fresh works. It provides a comprehensive set of tools for managing customer inquiries and improving customer service experiences. Key features of Freshdesk include: Ticketing System: Converts customer queries from multiple channels (email, phone, chat, social media) into tickets that can be tracked and managed. Automation: Automates repetitive tasks, such as assigning tickets to agents or triggering responses, using workflows and rules. Multichannel Support: Integrates various communication channels, allowing agents to handle customer queries from a single platform. Self-Service: Provides options for creating a knowledge base, FAQs, and community forums, enabling customers to find answers independently. Collaboration: Features like team inboxes, internal notes, and the ability to split and merge tickets facilitate better teamwork among support agents. Reporting and Analytics: Offers insights into support team performance, customer satisfaction, and other key metrics through customizable reports and dashboards. Customization: Allows businesses to tailor the interface, workflows, and features to meet specific needs. Integration: Supports integration with various third-party applications and services, such as CRM systems, e-commerce platforms, and productivity tools. Freshdesk aims to streamline customer support operations, enhance agent productivity, and improve overall customer satisfaction. It is suitable for businesses of all sizes and industries. #Freshdesk #CustomerExperience #Customerfeedback #CustomerSucesss #30daysRefnementChalleng#Cintinous learning

Learning Progress Update! Today, I dived into Zendesk and Freshdesk, two incredible tools that power exceptional customer support experiences! Here’s a quick breakdown of what I learned: ✅ Zendesk is a robust customer service platform designed to help businesses manage customer queries across multiple channels emails, chats, calls, and social media. I found its ticketing system and automation features particularly impressive, as they make resolving customer issues faster and more efficient! ✅ Freshdesk is another fantastic platform that simplifies customer support. It offers features like ticketing, a knowledge base, and team collaboration tools. What stood out to me was the intuitive interface and how easy it is to prioritize and track customer conversations. Both tools share the goal of improving customer satisfaction, but they each have unique features that cater to different business needs. As someone passionate about learning and growing in the customer support field, mastering these tools is an exciting step forward for me. If you’re a pro at Zendesk or Freshdesk, I’d love to hear your tips or insights! Let’s connect and share ideas. #LearningProgress #CustomerSupport #Zendesk #Freshdesk #ProfessionalGrowth #OpenToLearning #SkillUpWithDigitalwitch

💬 “Doing This Solely for You” – Putting Our Customers at the Heart of Everything 💬 In customer success, there’s no greater purpose than the success and satisfaction of those we serve. That’s why every initiative, every resource, and every interaction at CustomerSuccessU.org is crafted with a singular goal: to support you. Why do we do this? ✨ Empowering Growth: Our goal is to offer free, accessible certifications and valuable resources so you can grow without barriers. No strings attached just a commitment to your progress. ✨ Building Community: Your journey is unique, and we believe in fostering a space where you can learn, share, and connect with peers who understand and support you. ✨ Driven by Purpose: With every post, every piece of content, and every certification, we’re here for you. This mission is all about amplifying your success story. Thank you for trusting us to be part of your journey. We’re here, solely for you. #CustomerSuccess #CommunityFirst #Empowerment #ContinuousLearning #CustomerSuccessU

📊 My 2024 LinkedIn stats (from Cleve.ai): - 57 posts - 1,324 total reactions - 287 comments Here's 10 lessons I learned in 2024: 🌟 Embracing your brand can create a sense of unity and pride among teams. 🤝 Appreciating your team leads to higher motivation and collective success. ❤️ Customer service professionals are vital for building loyalty and trust with clients. 👏 Recognizing the efforts of others fosters a positive and encouraging work culture. 📚 Continuous learning is essential for career advancement and personal growth. 🎉 Celebrating small milestones keeps you motivated and focused on bigger goals. 💖 Empathy and dedication are cornerstones of providing exceptional customer experiences. 👍 Transitioning into a new role is smoother with support and a positive outlook. 💪 Investing in your skills equips you to make a greater impact in your field. 🚀 Every success story begins with a commitment to growth and improvement. My 3 Favorite personal highlights in 2024: 1️⃣ Started a new job as Customer Service Representative and celebrated 1 month at Unified Payment Services!   2️⃣ Celebrated my 25th birthday with gratitude and positivity while encouraging self-care.   3️⃣ Upskilled in Customer Success, unlocked new certifications, and shared valuable insights from CustomerSuccessU.org. Here's to more growth and success ahead! 🎉 Get your free LinkedIn unwrapped from cleve.ai/unwrapped. #LinkedinUnwrapped #CleveAI

Will you be there? Send me a message or put in a comment and let's catch up! Customer Success Collective #CustomerSuccess #thesuccessliving

A Customer Success Manager recently shared a shocking part of their onboarding process: 🤯 “If we can’t map customer data during onboarding, we have to hire an outside consultant, and it takes days to get a revision.” This exposes a bigger issue: Onboarding needs both technical and business expertise, but bridging the gap between these teams takes time, leading to delays and frustrating back-and-forths. At Lume (YC W23), our AI solves this by understanding your data and automating the mapping work on the business and technical front—no consultants, no waiting. 👉 Want to see how it works? Book a demo in my profile. #dataonboarding #dataimplementation #customeronboarding

From Solving Problems to Shaping Success! Ready to evolve your customer service role? Moving into Customer Success means you’re not just reacting to customer needs—you’re anticipating them, ensuring each interaction builds loyalty and drives real results. 🔎 Fit Check: If you're a natural at connecting with customers and excited about using data to guide their journey, Customer Success might be your next step. Still prefer staying close to direct support? There’s a fulfilling future in that too. 👀 Explore what skills to focus on, learning resources to tap into, and the steps to take as you transition from reactive support to proactive strategy. Tag a friend who’s ready for a career change or share your own pivot ideas! #CareerPivot #CustomerServiceRep #CSS #ZeroWastedPotential