See the webinar at https://hbr.org/webinar/2017/03/revolutionizing-customer-service
Every organization wants to raise its level of customer service. The question is how to do it.
Customer service experts Jochen Wirtz and Ron Kaufman—who are researchers, consultants, and authors—recommend revolutionizing customer service by jettisoning several conventional practices and engaging in deep cultural changes. Their advice includes:
- Don’t start with customer-facing employees. Instead, include everyone in service training.
- Don’t focus training on specific skills or scripts. Educate employees more generally.
- Don’t pilot changes. Focus instead on sweeping reforms.
- Don’t track traditional metrics. Look at the total number of new value-adding services put into practice.
In this Harvard Business Review webinar, Wirtz and Kaufman explain the logic behind their unconventional advice and discuss why their approach to revolutionizing service will lead to better service and improve business results.
They share practical examples and case studies of organizations that have bucked conventional wisdom to achieve uncommon and outstanding customer service excellence.