PLEASE DON'T DO IT

When I think about Customer Success I’m really thinking about Customer Experience. As customer experience professionals, we all have the luxury, or misfortune, of being consumers as well.

So, from that vantage point, as I’m building toward a high-value CX process at OneDonation.org, here are my top five Please Don’t Do It list.

1. Don’t hide your phone numbers.   Yes, plural.  Make your direct dial and cell numbers stand out in your email signature and your Customer Support number stand out in your app. 

2. Don’t make me spend 4 minutes and 38 seconds pressing numbers through your automated attendant.  I seriously timed this on a call for support just this week.

3. Don’t expect me to leave a detailed message when I’m Sev1.  I really want a person (even if it’s Ruby or some other service).

4. Don’t force me to engage a BOT in my support process, I’ve yet to engage an empathetic BOT when I’m down. 

5. Don’t leave me in the dark when you are out of the office.  

Yes, Common Sense is a skill I am highly focused on as I look to continue building our team.

As I mentioned in my first blog in this series, I hope to get great input from the CX community and wrap this up with a few questions for discussion:

  • What traits do you look for in the hiring process?
  • Do you use tools in the evaluation process, such as those who compare candidate profiles to your top performers?
  • Do you pull from Sales, Account Management, Customer Support, or other internal departments?

 

Until next time, I thank you for your input and wish you nothing but Customer Delight.