Greg Ortbach @GregOrtbach
CX Engagement Catalyst in #LdnOnt & Co-host of #CustServ chat Tues @ 9:00 PM EST w/ @MarshaCollier. I’m passionate about CX, tech, marketing, & business. bit.ly/2ERHjMA London, Ontario, Canada Joined August 2010-
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Yes!!! #custserv
Thanks for a lively #custserv chat tonight. Some great ideas!. See you next week? @NealWoodson, @MarkC_Avgi, @ideakid88, @DreaVilleneuve, @mentalmarketer, @dekebridges, @jedhunter1
A10 | #custserv I aim to invest in professional development and training each year. I'm grateful our company is committed to ongoing education.
A9 | #custserv We regularly tweak processes and learn from clients.
Q10 | #custserv Do you incorporate professional development opportunities into your plans, both for yourself and your staff?
Q9 | #custserv How frequently do you review and refine your company processes with the goal of improvement?
Q8 | #custserv How do you typically share ideas within your company? (email, chat, IM, Slack, social software, suggestion box)
Q7 | #custserv If you operate independently, do you have an accountability partner to help you stay focused on continuous improvement?
Greg Ortbach retweeted
@GregOrtbach Exactly, and as has been said, customer service people are often viewed as only being an expense as opposed to someone who is generating revenues, particularly by upper management. #CustServ
Q6 | #custserv Have you ever received an innovative suggestion from your frontline staff? If so, did you implement it?
Oh, SO TRUE! A company is more apt to pay an outside consultant instead of listening to their own people who have "been there and done that." #custserv
Oh, SO TRUE! A company is more apt to pay an outside consultant instead of listening to their own people who have "been there and done that." #custserv
A5 | I think a lot of this stems from them being thought of as a cost centre instead of a success centre. #custserv
Q5 | #custserv Why do you think customer service staff are often undervalued in many companies?
Yes!!! #custserv
Greg Ortbach retweeted
@GregOrtbach A3) you have to equip them because their words matter to customers. A typical customer has no idea of the employees level of management... and could care less. They want a correct, workable solution and answer right then. Insights are after the fact that we learn from #custserv
Please repost the #custserv questions, as it will help ensure they get to everyone. Thanks @mentalmarketer ;)
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@GregOrtbach @MarkC_Avgi @ideakid88 @DreaVilleneuve @mentalmarketer @dekebridges @jedhunter1 Thank you @GregOrtbach and thank you all #custserv clan. Everybody have a great week!
@GregOrtbach Some people are all over it while others are lukewarm. We try to impress upon people the importance of it but recognize the ineffectiveness of being pushy.
@GregOrtbach @NealWoodson Yes…far too often in too many businesses, unfortunately. #CustServ
A10) Great question. Reward all of your staff with development opportunities. Here's why... It makes your staff part of the big picture, serves as a good bonus, and importantly... has them ready to move up the ladder or transfer to a location with different needs. #custserv
Q10 | #custserv Do you incorporate professional development opportunities into your plans, both for yourself and your staff?
@GregOrtbach @NealWoodson @ideakid88 @DreaVilleneuve @mentalmarketer @dekebridges @jedhunter1 Great job flying solo, tonight, Greg.👍👍 #CustServ
@NealWoodson @GregOrtbach And do those making the decisions on the employee plans & requests always, or even often, provide the funds for such classes and/or resources? To many organizations speak of professional development but fall short. #CustServ
@GregOrtbach #custserv A10: every year employees are asked to submit development plans and requests for classes and/or resources.
@GregOrtbach Truth... substance gets long term customers. Style gets a momentary WOW.... and if they notice. If uour service fails.... they certainly notice. #custserv
@GregOrtbach A9) if not monthly, certainly quarterly. Acompany should self refect each quarter. New changes take time to see results... and longer if there have been any price changes. #custserv
@GregOrtbach #custserv A9: no defined times m, but periodically we review key processes and ask team members to chime in on challenges and improvements.
@GregOrtbach A8) email, slack, in house chat. Definitely not on social. Arm the company with great ideas for change, not the competitors with inaccurate and inappropriate gossip. #custserv
@GregOrtbach A7) everyone has an accountability partner... bank accounts. 😆 🤣 And the customer. #custserv
@GregOrtbach #custserv A7: not a specific person but several who I contact when needed.
A6) great suggestions from frontline staff to management would be: - keep us unformed on technical changes or breakdowns - make us feel wanted - walk in with a smile and mean it - understand we all want to do well, so teach and cheer us on. #custserv
Q6 | #custserv Have you ever received an innovative suggestion from your frontline staff? If so, did you implement it?
@GregOrtbach #custserv A6: yes, an employee had a process improvement idea and it was implemented to great effect.
@GregOrtbach #custserv A5: because service is not admired because it is seen as subservience. Being IN service sets up a hierarchy but being OF service is about providing value—something to be admired indeed.
@GregOrtbach Exactly, and as has been said, customer service people are often viewed as only being an expense as opposed to someone who is generating revenues, particularly by upper management. #CustServ
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