Show Notes - Episode 7 - Managing Customer Service
Recorded: May 13, 2017
Host: Eric Veal
Guests: Ele Munjeli, Michael Cavitt, Andrew Sengul
Legend: Bold = key point
Host: Eric Veal
Guests: Ele Munjeli, Michael Cavitt, Andrew Sengul
Legend: Bold = key point
CHAT 1 - STRATEGY
- Intros
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- EM: devops engineer, JPL contractor, open source org "devopracy" and virtual democracies
- MC: advisor and organizational consultant, helping leaders think
- AS: SW dev, interactive narrative
- EV: Strategy, management, measurement, is customer service dead and why?
- AS: has it been killed by a new generation of services? Venmo scams
- EM: modern online businesses have much less cost. Reputation if bad can be resolved through re-branding. Businesses more transportable.
- MC: yellow page ads scams. Bad service and scams is nothing new.
- AS: scalability. people don't scale and there are many humans potentially required.
- EM: expectations have changed. People prefer automated service. When is it appropriate to have a servant in a democracy?
- EV: improved skills at delivering service through tech.
- EM: do people prefer or trust an ATM more than a teller?
- EV: strategies can make customer service "dead" by demoting it and not having it be foremost. Still examples of very high touch services.
- EV: what was high-touch back in the day is not high-touch now (things change)
- EM: two channels of people who prefer high touch and people who do not.
- MC: "how much engagement you want" (depends on the customer). DIY people vs. people looking to outsource something. Pricing and services, product mix differs for each audience.
- EV: markets and populations have people with both types of service needs (high and low).
- AS: segmentation based on the significance to the buyer. Segment based on if people see it as significant or not..
- EV: don't just think about the human interaction part, consider the delivery and automation part other than just the human part. Human touches diminishing over time?
- EM: we may be replacing the "real" human interfaces with new human-like interfaces like voice.
- EV: need to consider the customer service part from the beginning (common mistake).
- MC: need to build customer service experience vision into the corporate vision, mission values and long-term strategy.
- EV: How do we include customer service during our strategic planning? Looking at failure modes and the dark side? Possible complaints, issues.
- MC: need to consider risk and build a "ratchet" so you can go two steps forward but only one step back, for example (build in quality). "The Luck Factor". Write scenarios for the business.
- EM: repair-driven systems design. Program around areas where you know you'll have problems. Build tools as you build products (comprehensive).
- AS: Picture the failure from the eyes of the customer and design / build /release accordingly?
- EM: Uber having issues now. Transparent remediation.
- MC: Need things pre-emptively and to consider beforehand so we are more prepared?
- AS: Humans encouraged to remove themselves from the sphere of customer interaction over time?
- EM: how do you build trust in automation?
- MC: customers really don't care, they just want their outcome.
