Future of CX

How to avoid roadblocks to great customer service

Shep Hyken
.
Dec 6
.
2-3 mins

Table of contents

Automate your business at $5/day with Engati

REQUEST A DEMO
Avoid roadblocks to great customer service

What gets in the way of creating a great customer service experience for you and/or your organization?

roadblocks to great customer service

Is it a process that is clunky, inconvenient and difficult for the customer? Is it people who aren’t properly trained or don’t have the right people skills? It’s easy to ask yourself these questions and self-diagnose your organisation, but have you ever asked your people?

That’s exactly what my friend and client, Diane Kniowski, did. Diane is president and regional general manager at Univision. As she moved into this role, she realized the opportunities that would come from providing a better customer experience. The question she asked her team was simple:

If I can remove one roadblock that gets in the way of you doing your best work, what would it be?

While this question was general, it focused on what was getting in the way of success for both the employees and their customers. Her team came back with their answers and consolidated them into 26 areas of opportunity. To date, 25 of those original 26 areas have been eliminated. I say “original 26” because as some of these “roadblocks” were eliminated, new ones were discovered. This exercise, as simple as it sounds, was her way of creating a process improvement initiative that has been wildly successful.

This is similar to an exercise that we do in our customer service workshops. We ask participants to identify the problems and complaints they hear most from both internal and external customers. We add one extra question: “How often does this happen?” We list them all, vote on the top three, and then have a team discussion on how to eliminate or mitigate these problems and complaints.

Here is something interesting related to the “how often” question in our workshops. When someone says, “It happens all the time,” I ask, “Why?” Why hasn’t anyone done anything to at least reduce it from happening “all the time”? This is just common sense. Unfortunately, when you’re in the middle of your work, you don’t or can’t always take the time to step back and analyze certain situations.

What responses you get from Diane’s question or our workshop exercise will vary. Some answers will be major “aha!” opportunities, while others will seem trivial and unimportant. All must be considered, and nobody’s issue should be casually dismissed without a good reason as to why it won’t be pursued.

So, what are you waiting for? Sit down with your team and find your roadblocks to more success. Once these roadblocks and problems start to get eliminated, you’ll be amazed at how other issues start to resolve themselves. This translates into a better experience for both employees and your customers.

Get Started With Engati

One of the factors that holds you back from providing great customer service is the amount of time that customers have to wait before getting their issues resolved. Eliminate this problem and strengthen your service with a powerful Engati chatbot. Try Engati for free.

Shep Hyken

Shep is the founder and Chief Amazement Officer of Shepard Presentations.

He is a globally renowned voice in the field of customer support and experience.

Shep has authored 7 bestselling business books on different topics related to customer service, his latest one being ‘The Convenience Revolution’.

He has also written innumerable articles for publications such as the New York Times, Wall Street Journal, Forbes, and USA Today. Shep has also been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the professional speaking industry.

Close Icon
Request a Demo!

Get started on Engati with the help of a personalised demo.

Thanks for the information.
We will be shortly getting in touch with you.
Please enter a valid email address.
For any other query reach out to us on contact@engati.com
Close Icon
Congratulations! Your demo is recorded.

Select an option on how Engati can help you.

I am looking for a conversational AI engagement solution for the web and other channels.

I would like for a conversational AI engagement solution for WhatsApp as the primary channel

I am an e-commerce store with Shopify. I am looking for a conversational AI engagement solution for my business

I am looking to partner with Engati to build conversational AI solutions for other businesses

continue
Finish
Close Icon
You're a step away from building your Al chatbot

How many customers do you expect to engage in a month?

Less Than 2000

2000-5000

More than 5000

Finish
Close Icon
Thanks for the information.

We will be shortly getting in touch with you.

Close Icon

Contact Us

Please fill in your details and we will contact you shortly.

Thanks for the information.
We will be shortly getting in touch with you.
Oops! Looks like there is a problem.
Never mind, drop us a mail at contact@engati.com

<script type="application/ld+json">
{
 "@context": "https://schema.org",
 "@type": "BlogPosting",
 "mainEntityOfPage": {
   "@type": "WebPage",
   "@id": "https://www.engati.com/blog/avoid-roadblocks-to-great-customer-service-shep-hyken"
 },
 "headline": "How to avoid roadblocks to great customer service",
 "image": "https://global-uploads.webflow.com/5ef788f07804fb7d78a4127a/5fb4d3be5f5765658e2074fb_customer-experience-roadblock.png",  

"articleSection" : "What gets in the way of creating a great customer service experience for you and/or your organization?",  

"articleBody" : [ "Identify the problems and complaints they hear most from both internal and external customers.", "List them all, vote on the top three, and then have a team discussion on how to eliminate or mitigate these problems and complaints." ],
 "author": {
   "@type": "Person",
   "name": "Shep Hyken"
 },  
 "publisher": {
   "@type": "Organization",
   "name": "Engati",
   "logo": {
     "@type": "ImageObject",
     "url": "https://global-uploads.webflow.com/5ef788f07804fb9e0aa41273/60950e66372af76cf098f036_engati%20logo_color.svg"
   }
 },
 "datePublished": "2022-01-06",
 "dateModified": "2022-1-06"
}
</script>