168: Nate Brown, Service Center Engagement

Crack the Customer Code

Today we explore ways to create outstanding service center engagement with renowned speaker and HDI certified Support Center Manager Nate Brown.

Redefining service center engagement

Call center processes are ever-complicating. And customer expectations are getting higher while their patience gets shorter. How can you create a service experience that works better for customers?

Nate Brown explains the difference between a “call center,” where the experience is based on processes, and a “service center,” where the experience is created around a customer-focused culture.

“It’s really about putting technology in the right place.” –Nate Brown

Properly engaging your team is a huge part of this. A team that is customer-focused, happy working together and communicates effectively can make all the difference. This can mean a huge shift in mindset and execution! Today we explore some of the ways you can go about facilitating these changes.

“There is nobody in the organization that is closer to the customer, and to the products and services of the business. It’s amazing the opportunity to really represent the brand, be the voice of the business to the customers. There’s nobody that gets to do that like customer service does... If it’s a sad place, that’s a cultural thing, and that ultimately stems back to leadership…” –Nate Brown

Are you ready to create a customer-focused service culture and stop letting processes and technology define the experience? What performance metrics should you be looking at to help guide your next actions? Listen in and with Nate’s help, we’ll get you started.

About our guest

Nate Brown has had an outstanding day when he is able to help customers. He is on a quest to improve the agent experience and the customer experience through creativity, knowledge, and hard work. Nate is an HDI certified Support Center Manager, VP of Communication for the HDI Music City Chapter, and a well-known speaker in both the ICMI and HDI communities. He is also the founder and primary author for the customer service and leadership blog CustomerCentricSupport.com.

Connect with Nate

• Twitter
• Facebook
• Nate’s blog

Related Content

• Customers That Stick® video, An Interview with Matthew Dixon of The Effortless Experience
• 360Connext® post, 3 Ways to Add Magic to your Customer Service Training
• Episode 137: Culture and Customer Service
• Episode 073: Hacking Your Workplace Culture
• Episode 153: Training for New Customer Service Technology

Sponsor message:

Give your team the customer service training they deserve

Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.

Take care of yourself and take care of your customers.

Learn more about your ad choices. Visit megaphone.fm/adchoices