My friend Jenny Dempsey recently wrote a personal and poignant post about this on her blog. Her beloved dog, Miso, had recently died and she was finding it difficult to hide her grief at work.
That’s exactly what her job requires her to do.
Jenny is a customer care manager at DMV.org. Her legendarily warm and bubbly customer service inspires songs from customers. That’s what makes her so good at her job, where displaying warmth and friendliness towards customers is expected.
Suddenly, this was very difficult.
What Jenny found herself doing is what millions of customer service professionals do at some level each day. It’s called surface acting and it’s an epidemic. It causes poor customer service, decreased job satisfaction, and burnout.
Here’s what you need to know and what you can do about it.
Collect and act on NPS-powered customer feedback in real time to deliver amazing customer experiences at every brand touchpoint. By closing the customer feedback loop with NPS, you will grow revenue, retain more customers, and evolve your business in the process. Try it free.
Design thinking is a deeply human-centered approach of using intuition and interpretation of observations to develop ideas that are emotionally meaningful and connected to those you are designing for. Design thinking taught by CX University provides tools and methods to use in building CX ecosystems.
[May 23-24; UK] Creating Value is getting attention from business, society, government and academics as it impacts ourselves, customers, stakeholders, and sustainability.
Steve Vargo, Stuart Hart, Irene Ng, Christian Gronroos, and Fujitsu Japan, Sanofi, Hughes, will speak. A networking platform between business and academics for Value Creation.