Summary

In this conversation, Amas Tenumah and Bob Furniss discuss the ongoing shift back to office work post-COVID, the challenges of hybrid work models, and the importance of thoughtful leadership in contact centers. They explore the reasons behind companies' push for employees to return to the office, the impact of remote work on productivity, and the need for effective communication and community building in the workplace.

Takeaways

There is a significant push for employees to return to the office post-COVID.
Many companies are struggling with the logistics of bringing employees back.
The culture argument for returning to the office is often unfounded.
Remote work has shown to be as productive, if not more so, than in-person work.
Contact centers have been slower to adopt remote work models compared to other industries.
Leaders need to be intentional about fostering community in the workplace.
Hybrid work models are challenging to implement effectively.
Companies should leverage the opportunity to build stronger teams when employees are in the office.
Effective communication tools are essential for maintaining productivity in contact centers.
Workforce management is crucial for understanding employee needs and optimizing operations.

Summary

In this conversation, Amas Tenumah and Bob Furniss discuss the essential skills for success in customer service roles, emphasizing the importance of empathy, authenticity, and a positive attitude. They explore how these skills can be taught or innate, and the impact of genuine interactions on customer experiences. The discussion highlights the need for contact center leaders to trust their employees to be themselves and to foster authentic relationships with customers.

Takeaways

Empathy is the most crucial skill in customer service.
You cannot teach empathy; it must be inherent.
Authenticity in interactions leads to better customer experiences.
Positive attitudes can sometimes feel insincere.
Trusting employees to be themselves enhances service quality.
Customer service training should focus on genuine interactions.
Scripts can hinder authentic communication with customers.
Empathy should be felt, not just expressed in words.
Leaders should encourage authenticity in their teams.
Building relationships with customers is key to effective service.

Chapters

00:00 Introduction to Customer Service Skills
01:17 The Importance of Empathy in Customer Service
05:50 Understanding Authenticity in Customer Interactions
12:44 The Role of Positive Attitude in Service
17:45 Building Trust and Authentic Relationships

Takeaways

Customer service experiences can be frustrating and time-consuming.
Government intervention may be necessary to improve customer service standards.
Companies often fail to address their own customer service issues.
The experience of customers with disabilities is often overlooked.
Regulations in Europe provide clearer guidelines for customer service.
Technology alone will not solve customer service problems.
Organizations need to actively seek feedback to improve service.
Customer service representatives often have limited solutions to offer.
Internal reforms are essential for enhancing customer experience.
The government may step in if companies do not take action.

Chapters

00:00 The State of Customer Service Today
08:52 Government Intervention in Customer Service
13:01 The Future of Customer Experience