customer-facing employees Archives - Shep Hyken

The Interview with Mark Copeman:

Copeman’s book is written for agents and other employees on the frontline of businesses. Its aim is to help those agents build habits that will result in excellent customer service.
One of the habits the books talks about is the “Service Recovery Paradox.” The principle here is that sometimes things will go wrong. What matters most is how you recover from and fix those problems.
If something goes wrong in the customer experience, customer loyalty will dip. However, customer loyalty will increase over time if the issue is resolved.
Copeman introduces the concept of the “Habit Loop,” which consists of three steps: trigger, routine, and reward. The most crucial step toward building a habit is reward, which must be associated with the routine.
Another habit is called “Lay It Out.” Copeman describes this as taking a little extra time to format emails so that the crucial information recipients need is easily accessible at a glance, whether by using bullet points or bold or italic text.
Copeman’s overarching theme throughout the book is “Human Customer Service.” The companies that thrive are the ones that allow and encourage their customer-facing employees to be themselves and let their personalities shine through. It takes very little effort, but the human element is what makes the biggest difference in the customer experience.

Quotes:

“Stuff goes wrong; what counts is how you fix it.” – Mark Copeman “It is so easy to stand out as a business if you allow employees to have a personality, to be themselves, to be human and not robotic.” – Mark Copeman

About:

Mark Copeman is the founder of Wisecurve, a content and product studio. He refers to himself as a “serial entrepreneur” and just released his first book, Helpdesk Habits. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

How do I build good work habits?
How can I improve my customer service?
What makes a good customer service agent?
How should I react to problems in my CX?
When should I take my problems to the CEO of a company?

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The Interview with Mark Copeman:

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