Delivering high-quality customer service requires a passion for innovation and staying current with fluctuating trends and evolving demands. TED Talks are a great source for focused information and “out of the box” thinking that can transform your customer service call center.
With each one clocking it at eighteen minutes or less, these seven bite-sized presentations are perfect for busy call center leaders. Some address customer relationships and management directly, while others provide more abstract and inspirational guidance. All of them, however, can help you tackle customer service call center challenges in new and thoughtful ways.
- Leveraging customer feedback to develop superior service
Andy Porter discusses the role of customer feedback in developing stronger customer service. He breaks the complicated process down into three steps: gathering, sharing, and discussing. One of the best parts of this twelve-minute video is when he sheds new light on the sales mantra “the customer is always right” and how that often leads to the mishandling of negative customer feedback.
- Outstanding customer service starts with your employees
Former CEO of HCL Technologies, Vineet Nayar, makes an impassioned plea for putting your customers second instead of first. Why? It sounds counterintuitive, but Nayar proposes that satisfying, unique customer experiences can only be delivered by engaged, satisfied employees. Innovation and market differentiation doesn’t only apply to your products. Now it extends to your team members and how you treat them.
- Managing organizational transformation in the era of constant change
Jim Hemerling of The Boston Consulting Group acknowledges that business transformations can be exhausting, but much of that has to do with the timing of the change and the processes we use to handle those changes. Using Hemerling’s five people-centered strategic imperatives, your changes can be less time consuming and more cost-effective while delivering better results.
- Ask and engage to build stronger customer relationships
Amanda Palmer, a professional musician, recounts the many times she’s turned to her fan base, asking for support and input on her projects. That process of inclusion has ultimately led to a stronger bond and greater financial success. She argues that asking establishes a connection and connection builds trust simply because everyone likes to feel included in the decisions that ultimately affect them.
- Relevance and spreading ideas
Seth Godin, best-selling author and modern marketing guru, emphasizes selling to the right people over trying to sell to everyone. When you try to sell to everyone, you risk delivering nothing of value to anyone. Attracting the right customers and keeping them engaged boils down to relevance and building remarkable experiences that are worth sharing with their like-minded friends and families.
- Choice overload and the no-decision-making process
Sheena Iyengar, a distinguished Columbia Business School professor, highlights “choice overload,” a paralysis that occurs when customers are faced with too many choices. She notes how one grocery store thought providing more choices, like 75 kinds of olive oil, would attract more customers and therefore increase sales. However, she frequently left the store with nothing simply because she couldn’t decide. Through a series of experiments and data analysis, Iyengar exposes why a little choice is good, but too many choices are a detriment.
- Delivering experiences with brand authenticity
Best-selling author Joseph Pine urges brands to reconsider the definition of economic value, going beyond mere price points. Unique, customized experiences that make customers go “wow” are what distinguishes brands today. Customers want products and services that create memorable, remarkable moments that also ring with authenticity (think Disney). That’s where Pine says things get a little difficult. There’s what’s authentic to your business, and then there’s what your customers consider authentic.
Improving your customer service call center begins with understanding your customers and what they consider valuable. That definition of value changes over time, and it’s up to you to keep up. TED Talks are just one of the ways you can stay innovative and current.
About the Writer
Stephanie Libby is a Content Marketing Specialist who’s been a part of the Windham Team for nearly 8 years with experience ranging from front-line collections to RFPs and copy writing. When she’s not raving about the newest and best ways to advance your business, you can find her with her nose in a good book.