Crack The Customer Code

Jeannie and Adam report live from the National Speakers Association’s Influence 2017 conference to discuss the power of situational awareness in customer service. Employees aren't really empowered without situational awareness Are your employees empowered to provide consistently great customer service, no matter what? Giving employees the freedom to act off-script is great, but without situational awareness, that power is not being utilized to its fullest. “You want to proactively anticipate CS issues and head them off.” -@Adam Toporek Being aware of situations that happen outside of the normal customer journey, or beyond the scope of their training, gives employees the power to solve problems proactively – before customers get angry or just leave you without a word! To consistently provide great customer service, reps must be aware of possible inconsistencies in the experience and surrounding context, then get ahead of them. “The best contact centers are run with very situationally aware employees.”