"How to build a customer service team that delivers customer delight?" with Jasmeet Singh

CX Conversations

Customer service is a critical part of the overall customer experience.

Your customer service team is the face of your brand when it comes to handling customer concerns and turning unhappy customers into brand advocates. Building a rockstar customer service team is paramount to delivering a delightful customer experience.

In this episode I am in conversation with Jasmeet Singh, VP Customer Experience, MakeMyTrip & Goibibo Group. We talk about how to build an amazing customer service team that delivers delightful customer experience.

Personally, I've had precious few customer service interactions where my query or concern was resolved without me getting frustrated.

However, I can still count a few brands that consistently deliver great customer service. MakeMyTrip & Goibibo Group, India's #1 flight and hotel booking website, is one such brand.

Jasmeet joined MakeMyTrip when the company had just started. He grew the ranks from a sales executive to now the VP of Customer Experience of the group. And you'd be amazed with his deep understanding of this topic.

In this insightful conversation, we discussed the following:

• What are the short term and long term customer experience goals of MakeMyTrip?
• How to use the right technology to understand your customer's sentiment and improve the customer service around that?
• How to assess an outsourced customer service partner?
• What kind of trainings and review systems to setup for constant improvement of customer service quality?

Jasmeet shares openly and there are more than a few nuggets of wisdom that you can take back!

Connect with Jasmeet on:

LinkedIn: https://www.linkedin.com/in/jasmeet-singh-07616511/

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