Waiting for Service
105 episodes - English - Latest episode: about 2 years ago - ★★★★★ - 19 ratingsYou hate waiting in line or on the phone for customer service. There have been plenty of shows about customer service, that all seem to offer "secrets" to improve customer service. This is not that show. Amas Tenumah focuses on Why customer Service is so broken and gives you the secrets to get around it.
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Episodes
#101 The front Porch of Customer Service is the call Center
June 23, 2022 20:18 - 2 minutes - 169 MB VideoWhat does the invention of the Air conditioner have to do with the call center? We discuss the impact of your phone system to your customer experience.
#100 - Customer Retention is the holy grail
March 25, 2022 02:18 - 29 minutes - 52.3 MBThe status quo is to focus on acquisition as opposed to retention. Most of the current approach is built on faulty premise that customers are promiscous. How can you build customer intimacy in a few clicks Preview (see attachment or web link for the full transcript): Speaker 0 (0s): Most of what you consume from so-called experts contains either half-truths outright lies or information that is not useful. They keep telling you how wet water is and you know, it is doing, you know, gut....
#99 How to convert half of your site visitors w Dr Anna Harrison
March 24, 2022 18:01 - 33 minutes - 60 MB-The status quo is to convert less than 5% of guests - Most of the current approach is built on faulty language -How can you build customer intimacy in a few clicks Connect with Anna - https://rammp.thinkific.com https://www.linkedin.com/in/annaharrison/
#98 Citizen Customer Services designed to fail
January 21, 2022 13:19 - 40 minutes - 55.5 MBGovernment and citizen services Calling the Taliban government Has anyone knocked at your door yet? Why do you think the Taliban government can respond to citizens so much quicker than an American government agency? Quote: ‘The recent pandemic put a finer point on this century-long problem - when they were forced to shut down physical offices, the deficiencies in the system were further exposed.’ Are there any positive ways the pandemic can shape government services? Quote: ‘Most st...
You are punished for loyalty
January 11, 2022 15:56 - 42 minutes - 57.5 MBQuote “I used to say I was stuck in an abusive relationship with American Airlines.” My first experience with an American Airline - is this the norm? Airlines are notoriously hated Was it the same customer experience regardless of which country the airline is from? How many different airlines have you used while jet setting? waitingforservice #customerexperience #customerservice #amastenumah
#97 You are punished for loyalty
January 11, 2022 15:56 - 42 minutes - 57.5 MBQuote “I used to say I was stuck in an abusive relationship with American Airlines.” My first experience with an American Airline - is this the norm? Airlines are notoriously hated Was it the same customer experience regardless of which country the airline is from? How many different airlines have you used while jet setting? waitingforservice #customerexperience #customerservice #amastenumah
#96 The ROI of customer service is dubious
January 04, 2022 02:32 - 33 minutes - 45.7 MBShauna and Amas continue the conversation and laughs while discussing Waiting for Service. Is the start up cost of setting up good customer service always the sticking point? ROI of customer service American vs British customer service
The ROI of customer service is dubious
January 04, 2022 02:32 - 33 minutes - 45.7 MBShauna and Amas continue the conversation and laughs while discussing Waiting for Service. Is the start up cost of setting up good customer service always the sticking point? ROI of customer service American vs British customer service
Bad Customer Service happens on purpose
December 28, 2021 23:53 - 38 minutes - 52.2 MB“Your customer service experience isn’t bad by accident. Most of it was intentionally built to be mediocre.” Shauna and Amas discuss his new book Waiting for Service. Enjoy the insights delivered with humor and get your signed copy at: https://www.betterexperiencegroup.com/product/waiting-for-service/ #waitingforservice #customerservice #customerexperience #amastenumah
#95 Bad Customer Service happens on purpose
December 28, 2021 23:53 - 38 minutes - 52.2 MB“Your customer service experience isn’t bad by accident. Most of it was intentionally built to be mediocre.” Shauna and Amas discuss his new book Waiting for Service. Enjoy the insights delivered with humor and get your signed copy at: https://www.betterexperiencegroup.com/product/waiting-for-service/ #waitingforservice #customerservice #customerexperience #amastenumah
#94 Evolution of Customer experience with Steven Bellghem
April 19, 2021 16:00 - 33 minutes - 45.8 MBAmas has a great conversation with world renown author and keynote speaker Steven Van Bellghem. You will enjoy hearing about: The evolution of customer experience The new customer expectation What is the next great development in regards to customer experience And much more. Learn more about... Amas: https://www.amastenumah.com/ Steven: https://www.stevenvanbelleghem.com/
Evolution of Customer experience with Steven Bellghem
April 19, 2021 16:00 - 33 minutes - 45.8 MBAmas has a great conversation with world renown author and keynote speaker Steven Van Bellghem. You will enjoy hearing about: The evolution of customer experience The new customer expectation What is the next great development in regards to customer experience And much more. Learn more about... Amas: https://www.amastenumah.com/ Steven: https://www.stevenvanbelleghem.com/
#93 Being a Service Agent can be better we will show you how
February 08, 2021 17:00 - 23 minutes - 31.7 MBThe conversation continues with those crazy people guys, Brian and Ted from 5th Talent. In part two they discuss: The methodology to getting the human to human challenge right It's not the ping pong table, pizza party or even higher wages so what is it? What makes a person want to flip burgers for less money rather than work in the contact center And much more Learn more about Brian: https://www.linkedin.com/in/briankearney-meaningfulwork/ Learn more about Ted: h...
#92 Being a service employee still sucks and how to fix it
February 03, 2021 17:07 - 22 minutes - 30.4 MBAmas visits with Brian Kearney and Ted Nardin, founders of 5th Talent for two great discussions. In this first one, they discuss the following: The disconnect between what companies say and how they actually treat their people They discuss whether or not the contact center job a worthwhile job How does getting the human to human piece right actually benefit you? And much more Learn more about Brian: https://www.linkedin.com/in/briankearney-meaningfulwork/ Learn more about Ted: ...
#91 - Looking ahead in 2021
January 18, 2021 17:00 - 21 minutes - 29.5 MBThis week Amas and Bob take a look forward to the opportunities of 2021: Contact centers may end as we know them Companies may start to focus on service in a new way What will 2021 mean for AI? Learn more about Amas Tenumah Learn more about Bob Furniss
#90 - 2020 in Review
January 11, 2021 20:55 - 21 minutes - 29.5 MBAmas and Bob take a look back at 2020 and discuss: The Bromance is real The biggest positives for the industry last year Cloud telephony Being more thoughtful about the DNA of your company and much more. Learn more about Amas Tenumah Learn more about Bob Furniss
#89 The most difficult job in your company is in the contact center
December 21, 2020 17:00 - 27 minutes - 38.1 MBAmas and Bob are back together to discuss the most difficult job in any company and why: They illustrate what life in a call center looks like One uncomfortable challenge for male supervisors How socioeconomic factors impact call centers A direct message for call center executives And much more! Learn more about Amas Tenumah Learn more about Bob Furniss
#87 What Customer Experience actually means in the real world
December 08, 2020 03:06 - 55 minutes - 75.6 MBTune in to hear a great conversation with Amas and Luke Anderson as they discuss the following: What exactly is "Customer Experience"? Is the chief customer officer a real role? What are companies actually doing to improve 'Customer Experience'? Can technology really help the experience of the customer? How can technology help service employees? And much more. Learn more about Luke Anderson Learn more about Amas Tenumah
#88 How communities can help your customer service
December 07, 2020 17:00 - 23 minutes - 32.6 MBAmas and Bob have engaging conversation about communities. Here are a few topics you will hear about: Should communities be a tool in your self service toolbox? Hear how a few companies have made communities work for them How do I migrate people into your community from the social network built communities? If you want to know how to get the most out of the community tool, listen to this podcast. Learn more about Amas Tenumah Learn more about Bob Furniss
#86 The chatbot discussion part II
November 30, 2020 17:00 - 32 minutes - 44.9 MBThe discussion on chatbots continues this week. After a quick recap, you will learn more about: The difference between a chatbot and an expanded knowledgebase What makes a good chatbot? Is your chatbot authenticated? Just like a human, a chatbot has its limits, plan handoffs And so much more. Learn more about Amas Tenumah Learn more about Bob Furniss
#85 Let's talk chatbots
November 23, 2020 17:00 - 23 minutes - 31.8 MBIn this episode Amas and Bob discuss the following: Are chatbots delivering what they promised? Chatbots don't work well without one thing and Bob tells you exactly what that is. You will hear key tips to designing more effective chatbots. Just like pets and kids, chatbots need care and feeding. Should you be transparent about using a chatbot or more subtle? And much more... Learn more about Amas Tenumah Learn more about Bob Furniss
#84 Fulfilling your brand promise
November 16, 2020 22:29 - 23 minutes - 31.5 MBAmas and Chris have an insightful conversation about: Who really designs brand promise? What causes the gap between what is expected and what is delivered? How do you measure the gap? The real work to fulfill brand promise is internal. And Much More Learn more about Amas Learn more about Chris
#83 Operationalizing social media care
October 21, 2020 16:00 - 32 minutes - 45.1 MBAmas and Bob continue the discussion about social media channels and take a deeper look at operationalizing social media care. They discuss: Whether or not you should have to be on every social media channel your customers are on? TikTok for Service? Your organization voice on social media How important is a channel transition plan? Measuring success on social media And much more... Learn more about Amas Tenumah Learn more about Bob Furniss
#82 You can't be everywhere your customers are
October 15, 2020 18:30 - 21 minutes - 29.9 MBAmas and Bob enjoy answering a question from an Omaha listener: Do you have to be everywhere you customers are? Which channels would work best for you? One of the most popular social media channels doesn't have service options yet, do you know which one? They will discuss the trend of over investing in social media at the cost of other channels They also share the best way to stop issues from going viral And much more... Learn more about Amas Tenumah Learn more about Bob Furn...
#81Why You still need strategic Consulting with Ray Goff
October 09, 2020 15:00 - 24 minutes - 33.2 MBWhat is the function of CX Consulting in 2020? How the loss of strategy planning impacts implementation? Why playing it safe no longer works? Where do you start when it is apparent you have a problem? Eagle Creek: https://eaglecrk.com/ Ray Goff: https://www.linkedin.com/in/ray-goff-457067154/
#80 Power of gifting in the customer experience w/Chelsea Martin
October 06, 2020 15:00 - 24 minutes - 33.5 MBHow did the idea of shipping cookies start for Nom? How can you use gifts to break through the noise in our digital world? How can you use gifting in a service recovery environment? She shares her goldfish moment - it is a delightful Christmas story. Chelsea is cofounder of Nom - https://www.getnoms.com/assortments https://www.linkedin.com/in/chelsea-martin-88005512/
#79 - Improving the caller Journey with human friendly automation
September 24, 2020 19:31 - 22 minutes - 30.3 MBThe Curated Experience Podcast hosts Joseph Maxwell of Parlance, for episode #79 Why is the phone automated system and IVRs so universally hated Why speech recognition alone doesn't get the job done Building a phone system that works for elderly patients 35% of callers gets transferred, they don’t like it, and it can be prevented You can improve the employee experience by letting callers speak naturally to connect, when they call into your organization on the phone Easy to use ...
# 78 - How simple words can remove customer friction
September 22, 2020 13:56 - 16 minutes - 22.1 MBThe power of very simple changes to your language to the customer experience How do you use words to remove customer friction in service In service recovery - How to Say Sorry less, apologize more What are the steps in actually getting forgiveness when your brands screw up How do you use words to reduce turnover Where do you start? Contact Krister - https://www.linkedin.com/in/kristeru/ on Twitter: @meetkrister
#77 Flexible Schedules for all Contact Center agents
September 10, 2020 00:40Agents are demanding flexibility A place to start is allow agents to pick their schedules within a guideline Next level is implicitly and explicitly trust your agents to take breaks in a way that won't impact their colleagues or customers negatively None of this is possible if you are not culturally set up for this Have trust across levels Hire and pay at the appropriate levels If your resource management is one of constant hold times then you can't attempt this Could you get...
#76 Why Average Handle Time is hated and is still important
August 31, 2020 15:41Average Handle Time didn't make the top 5 metrics What is AHT and how did it come to being It used to be a forecasting tool Then become weaponized as a catch all for efficiency Should we show this metric to every employee - supervisors and front line employees? Bob argues Yes it is an important metric BUT it should only be on the leader's scorecard but not for the front line employee Amas argues this is a pervasive incentive and is ineffective and it should be on everyone's sco...
#75 - The only five metrics you need in your contact center
August 09, 2020 23:37 - 32 minutes - 44.1 MBHow many metric should you have? Should it be uniform across roles Not every metrics belongs on a scorecard Should you vary the weighting by role? What are the five metrics? CSAT First Contact resolution Tune in to hear the other 3 Follow Bob on linkedin and twitter
#74 How to get your Contact center projects approved
August 05, 2020 11:00 - 30 minutes - 41.5 MBThe CFO and the C suite are humans with their own needs Your communication must be tailored to what they care about Focus on their metrics, and their outcomes Stop assuming everyone cares about happy customers as an end to itself. You need political Capital Start by executing on small changes in your purview Bank the capital from small wins Spend the capital on big projects Reach Bob on twitter
#73 Contact Center Management 101
August 03, 2020 11:00 - 26 minutes - 36.6 MBBob & I discuss why training for front line leaders are so important What you can do to educate yourself continually as a supervisor? This course is for current and future contact center leaders What is included in my Contact center Management course Who should take it and some high praise The contact center management course is available for purchase at https://www.betterexperiencegroup.com/ccm/ Follow Bob on linkedin and twitter
#72 What we all miss when we look at Customer journey w/ Chad
August 02, 2020 01:00 - 19 minutes - 27.3 MBEveryone claims they want to provide a great customer experience and then their actions don't match their words We have a bias in our CX Strategy that get sin the way of seeing the entire customer Journey from the customer POV We hire people then brainwash them into thinking they now work for the greatest company on earth with the greatest products and services. We do not train them to be curious about customers in a way that will uncover value This is why he created Value Selling ...
#71 How to be the smartest person in the contact center
June 26, 2020 14:23 - 33 minutes - 46.7 MBDon't be afraid to make a mistake Build a "river of information" Get a tribe - make connections Join associations like CCNG 13:23 What learning looks like in a remote world Learn from mentors and being a mentor Reach us at https://www.linkedin.com/in/bobfurniss/ https://www.linkedin.com/in/amastenumah/
#70 Your Contact center needs a Makeover (for free)
June 10, 2020 13:00 - 29 minutes - 40.9 MBIs the stereotype of contact center true? Did you watch the show about the call center called Outsourced The characteristics of a bad contact center environment in one word is surveillance If you do not trust your employees you are doing it wrong Contact centers create too many rules for the exceptions not the rule. Are your rules for the employees or for you Tips for making changes in the contact center for the better without spending a penny Getting to the bottom of the emp...
#69 Augmented Reality is here to save Field Service W/Gary York
June 05, 2020 13:00 - 27 minutes - 38 MBGary York is a serial entrepreneur and technologist and CEO of helplightning Teleportation is coming but in the mean time we have Augmented reality specifically virtual presence. Differentiation Virtual Reality from Augmented Reality How does Augmented reality help on the front end (sales) of the experience -proposals for B2B in Pre-Sales Field Service may be the biggest opportunity for Virtual Reality in CX The potential reduction and elimination of truck roll is a game changer...
#68 - OmniChannel is like a superfood & Why Voice will never die
June 01, 2020 12:00 - 27 minutes - 38.2 MBShow Notes Bob once wrote 5 years ago "Omnichannel or Die" we ask Bob if that article aged well The compounding effect of doing better on digital channels The rumors of the voice channel demise was greatly exaggerated What are the new goals of Omni Bob's Sales/Marketing envy rears its ugly head agan Situational Video vs Video everywhere
#67 What Customer Experience can learn from Minor league Baseball w Zach Thomas
May 12, 2020 23:38 - 29 minutes - 40.7 MBEmployees, customers or Shareholders if you had to start with one Is your "Why" Strong enough but more importantly "who" will you become. What separates the "haves" vs "have nots" How do you turn turnover into an opportunity Why leadership is the number one investment every organization should make.
#66 Customer Experience must make dollars and sense/ Jason Bradshaw
May 12, 2020 19:05 - 25 minutes - 35.2 MBHaves or Have nots The most customer centric Company on earth story Why posters on the wall and a new value statement telling the world you care about the customer is worthless How do you get the CFO on board for your cx efforts Commercial Chief customer officer StakeHolder Hierarchy - who comes first - customer, employee or stakeholder. His answer will surprise you Your company needs a North Star for CX that is meaningful and attainable. Jason is on Linkedin at https://ww...
#65 How to almost get fired and other leadership tips w/ Bob Furniss
May 06, 2020 19:22 - 20 minutes - 28.3 MBBooks to read - Never eat alone, Good to Great, who move my cheese, freakonomics Contact center churn - Why did you stick around so long Diversity in contact center Most embarrassing day of your professional career
#64 Service will always be about People w/ GQ
April 28, 2020 13:00 - 17 minutes - 24.5 MBIn the age of Ai, and tech and more tech we still need humans and more than ever before. _ Chatbots, chatbots chatbots -reducing cognitive load on the rep by getting every single agent an AI assistant -Trends post Covid-19 Embrace WFA - Work from Anywhere Beware of data/asset protection Think about its impact on channels Full view of the customer experience. GQ is cofounder of LTV plus - https://www.ltvplus.com/author/gq/ Twitter: https://twitter.com/gqfu
#63 Tips for Managing a WFH contact center in a COvid19 World
April 08, 2020 15:36 - 19 minutes - 27.4 MB3 Tips if you have never managed a WFH team Distraction Management Engagement Reporting Digital for short communications Zoom/Webex isn't feedback Use the YMCA method of coaching Bob's dress code on Video conferencing
#62 - Leading a customer facing team in a crisis W/Bob Furniss
March 23, 2020 20:00 - 27 minutes - 37.3 MB- People first - Be honest -Say when you don't know -Take stock in things that are working now or not working to incorporate into your playbook -Be a decent Human Being
#61 - Are Customer satisfaction Survey dead? W/Bob Furniss
March 22, 2020 21:20 - 30 minutes - 41.2 MBWhat role do surveys play in getting the voice of the customer? Why do less and less people respond? How do you build a world class VOC program? Where do you start? our show was listed a top show on https://blog.feedspot.com/customer_experience_podcasts/ Reach Bob across all channels @Bobfurniss
#60 - AI will reduce the need for Managers
March 09, 2020 01:19 - 8 minutes - 11.3 MBAll the talk about AI eliminating jobs of folks in trucking and contact center agents Is this true? We are not there yet. AI will democratize decision making Reducing the needs for front line manager It will improve the customer experience
# 59 - The Contact center of the Future
February 20, 2020 20:29 - 30 minutes - 28.6 MBBob Furniss and I prognosticate on what the future of the contact center would look like. Starting with its mission What skills the people will need Goals and Metrics Reward and Incentive
#58 - Year wrap up and Predictions
December 30, 2019 17:00 - 28 minutes - 38.9 MBPredictions are a risky game, so naturally I invited Bob to play. It is clear we are in for a wild ride. #customerservice #customerexperience
Episode 58 - Year wrap up and Predictions
December 30, 2019 17:00 - 28 minutes - 38.9 MBPredictions are a risky game, so naturally I invited Bob to play. It is clear we are in for a wild ride. #customerservice #customerexperience
Episode 57 - Live ICMI show from Chicago with Bob Furniss
December 05, 2019 00:07 - 56 minutes - 77.4 MBLive show with an in studio audience with my partner in crime Bob Furniss. What CX means Role of AI Do we still need humans? How do you get buy in from senior leaders Much much more.