This week we’ve reached our 100th episode on the Operational Excellence Show – and I couldn’t be any prouder of myself and my guests for having it made thus far!
Join Marianne Rutz and world-renowned leaders in the contact centre industry for the Operational Excellence Show. Dig deep into the industries hot topics and gain valuable advice, insights and wisdom.
This is Episode 100 of the Operational Excellence Show – and I couldn’t be any prouder of myself and my guests for having it made thus far! I recorded this podcast just before my birthday – reflecting on yet another year on this earth and another year in business.
What did I do to get this far? Actually, I don’t have a highly organized marketing machine for the podcast! In fact – if marketing the podcast on LI predominantly takes 5% of the success why we are still here – that’s a lot! No! The podcast and the work we do at Rutz Consulting is so successful because I do well what I’m doing just now…. Showing up! I learned from a mentor of mine that the question is not “is it really worth the effort?” or “should I just stop?” The question is: What do I need to do in order to show up? This applies to every situation I’m facing! Whether this is podcasting, doing a deep dive into your customer service delivery or working with someone on a one to one basis. Showing up – no more & no less!
So – how does this relate to customer service and customer experience?
- Your customer wants to feel like the king or the queen when interacting with you! This means consistency is key! If you are not offering a consistently high service – your business will fail!
- Remember the McDonald experience – a cliché you might say. It doesn’t matter where in the world you order a Big Mac! They all look the same! They are produced the same way and I get what I asked for. All the time / every time.
- Your employee needs to know what is expected from them to deliver excellence! (aka – what does your job description look like)
- You need to be there when your customer wants to speak with you! Hello Workforce Management and Planning!
- You need to address what the customer wants, not what you think the customer needs! Voice of the customer – crucial!
- Your employee needs to know how they can help the customer! Empower them to do the right thing! Training and development is crucial!
You can see where I’m going with this! In order to deliver excellence – you must show up!
I’d love to help you and your team to show up for your customers! I’d love to show you what showing up can do for you and your customer service delivery! Do get in touch with us! Send us an email on firstname.lastname@example.org or reach out on LinkedIn!
Links:Course Waitlist: https://rutzconsulting.com/customer-service-course/
Episode 97 Customer Service Delivery Made easy: https://operationalexcellenceshow.libsyn.com/episode-97-opex-with-marianne-rutz-customer-service-delivery-made-easy
Marianne LinkedIn: https://www.linkedin.com/in/marianne-rutz/
This Podcast is produced by: Andrew Madden Photography & Media Production
When recording this episode, I couldn’t help reflecting on yet another year on this earth and another year in business. As part of this I went through some customer feedback but also reviewed what my team are saying about me. – One theme stands out: You are showing up! You demonstrate tenacity, discipline and love for your work! Wow – that’s awesome! It feels really good! But…. showing up and tenacity & discipline isn’t really very sexy – in fact it is hard work! Customer Service is hard work! But if you show up – you can literally impact thousands of customer service advisors, their families and the customers they serve! Think about that! If you were willing to show up for your business, if you were willing to show up for your customer service team, if you are willing to show up for your customers! Show up consistently – and it will absolutely transform your service delivery!
I’m on a mission to make customer service a better place! We have transformed 1000’s of CS advisors, band ambassadors or customer service agents lives through one small thing…. Showing up!
This podcast is part of my showing up – with 100 Episodes recorded and over 10000 unique downloads! It has helped me to spread the word about what good customer service looks like! The Episodes have at least impacted 10000 listeners in 32 countries around the globe! It’s also helped me to create a voice for thousands of customer service representatives and by extension their families and the customers they helped! Mind boggling really!