Stop the Service Zombies | Customer Service Training Videos | Tony Johnson

customer service doesn't have to be
scary unless you have a team full of
service zombies
[Music]
I couldn't resist the reference with
Halloween on tap this week when you
consider the Mindless services that some
organizations provided isn't really a
stretch to say that customer service out
there can be a bit terrifying if you add
in the Staffing challenges that many are
facing then you have to ensure you're
making the most of the team that you
have most often it's a breakdown of
either people or process that fuel
service disasters in fact I was working
with some clients in higher education
and Health Care over the last couple of
months and they mentioned that their
service had become almost commoditized
that puts added pressure on people and
environments to differentiate in the
marketplace when you think about it if
products become considered equal whether
it's true or just perceived by customers
everything that surrounds them becomes
key to differentiation so now back to
the zombies I can't decide which is
really more off-putting a zombie
munching on an unsuspecting suburbanite
or the bloodless service that many
disengaged team members give these days
most days is a toss-up for me because
without engaged team members service
becomes transactional boring and wait
for it mindless people create service
and are the face of most organizations
if you believe your product or process
is really all that matters you're as
doomed as that horror movie protagonist
who runs back into the house rather than
the car in the driveway so what does it
take what does it really take to move
from horror show to guest Focus let's
dial in on three key moves first don't
let your team get away with Mindless
service most horror movie Monsters move
transactionally through the motions it's
equally terrifying when it comes to
service behaviors you can see this
lackluster service throughout
organizations who should know better but
are mired by teams who were not selected
with the customer in mind how can you
fix that stop hiring team members who
don't fit your organization and don't
love people let them know what good
service looks like and encourage those
behaviors next harness your team's brain
power typically zombies are on the hunt
for brains but for a snack not for
Innovation when was the last time you
shared your customer feedback with your
team or asked them to help you problem
solve an issue your team has pretty much
every answer you need and they know
about roadblocks for your customers that
you have haven't even realized or there
yet stop guarding your data like a miser
share it out and put the whole team to
work creating Innovation for your
customers for your guests and for your
consumers and finally move Beyond
Survival to purpose it's easy to think
about daily tasks and chores that go
into delivering a product or service
within the horror genre survival is
everything however typically during the
best horror movies there is ultimately a
big Eureka moment that leads to the
final plot resolution your team has many
tasks that they complete on a daily
basis and it's easy to just stay in
survival mode especially with today's
stretch labor force but if you want to
engage your team and retain them then
focus on giving them purpose share with
them the value they bring to their
customers and ensure you're developing
them for the future as well employees
want skills that will help them advance
and to know that they're making a
difference in the lives of the people
that they serve so while horror movies
can be scary your service shouldn't be
work with your team every day to engage
their hearts and engage their minds in
Innovation problem solving and purpose
and so next time I'm Tony Johnson
customer experience strategist and
trainer reminding you to keep your
customers at the center of everything
you do and don't forget to like and
share and subscribe so that you never
miss a video talk to you next time
[Music]