The Support Driven Book Club met for the 3rd time to discuss The Effortless Experience. In this week’s meeting we covered the fifth and sixth chapters.

After chapters on initiatives to make experiences effortless, the fifth chapter looked inward. The chapter covered the best skills front line employees can have to enable effortless experiences. Those being:

  • Resilient
  • Able to handle high-pressure situations without becoming burned out
  • Takes responsibility for own actions
  • Responds well to constructive criticism by managers
  • Able to concentrate on tasks over extended periods of time

The best part? Most of these skills are ones that employers can create with the right environment (opposed to hiring for) with three initiatives by:

  • Trusting the rep in judgement
  • Rep understanding and alignment with company goals
  • A strong rep to peer support network

The sixth chapter introduced the Customer Effort Score (CES). This is a post-service interaction survey that asks “The company made it easy for me to handle my issue” on a scale of 1 (strongly disagree) to 7 (strongly agree). Following the book’s thesis, the higher the overall survey score, the higher the chance better chance of customer loyalty (since lower effort makes a customer more loyal).

Highlights

How to connect the team to the company goals

Stacy shared her experiences from exercises aligning the support team with overall company goals. It starts from looking at the smallest action that a team does and how that percolates up to overall company goals. This exercise helps turn tasks that might seem annoying or inconsequential to tasks that are clearly crucial to acheiving overarching company goals.

Other topics we discussed

  • Initiatives to reduce issues that can be solved by self-service means that support will see more complex issues when customers need to reach out. How can you make the experience effortless, when the issues are more complex?
  • How do you give control to employees to solve these complex issues?
  • If you could immediately implement it today, where would you add a customer effort score?
  • What concerns do you have about the survey?

If you missed our previous discussions, you’re still invited for our final call to discuss chapters 7-8. That’ll happen on October 1st at 2:00 PM Eastern.

Previous recaps:

Check out #x-books in the Support Driven Slack for the details! Or ask me, @briankerr in the SD Slack, any questions you might have.

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