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
Episode 5 - What happened to the Starbucks Experience
February 04, 2016 01:21 - 24 minutes - 33.9 MBMy relationship with coffee is non-committal, my drug of choice first thing in the morning is crispy bacon. I don't visit Starbucks often but it's my default meeting place to meet a colleague or friend. Not that long ago an old colleague invited me to catch up at a starbucks. We were both shocked to find out the entire place was a drive through and you couldn't even sit down for coffee - things have changed!
Episode 4 - Outsourcing Is Broken And How To Fix It
January 28, 2016 04:34 - 32 minutes - 44.4 MBNick Jiwa joins us to talk about outsourcing, and why it needs to be fixed for the sake of the customer. What are the implications for the customer experience? Does outsourcing make sense for some or most? If so why are the relationships so toxic?
Episode 3 - Stop asking for Customer Feedback
January 05, 2016 01:23 - 16 minutes - 22.9 MBAsking customers for feedback is completely useless. Why then do most organizations continue to do it? Will organization really use it...in a productive way? Maybe they think that people feel flattered when asked for feedback and input. Is asking for feedback used as a therapy session to allow people to let off some steam?
Episode 2 - The End Of Jobs With Mike Muson
November 12, 2015 03:22 - 32 minutes - 44.4 MBTechnology is wonderful until it is not, how does this impact customer experience, I think the next iteration of IVR will be a job killer. Mike Muson tells me to get off the ledge. We enjoy speaking to people, but when we want to get something done, we're looking for a faster and simpler option. This is where automation and self-services come out. But if presented with told IVR, we're out of there because we know that this won't get the job done. Most companies are not invested in modern...
Episode 1 - Stop Pretending to care about CX
September 18, 2015 03:11 - 7 minutes - 6.8 MBLet's get really intentional about the customer experience. If you talk to organizations out there they will all tell you that they believe in the Customer Experience. So if everyone believes in the Customer Experience why, oh why, we're not seeing customer experience go up across the board? Why do you want to deliver a good customer experience? I think that your organization should exist to delight customers and revenue growth should come as a consequence of that delight. This might s...