A Defining Time for Human Connection in Customer Service | Salena Scardina | TEDxFortWayne

2019-06-24 23:24:01 00:17:51 [ • ] I want you to think about a room of first graders and a question you would ask a room of first graders how many of you want to grow up and be customer service representatives exactly zero more likely if you ask a group of first graders this question they may answer

With something to the effect of I would like to be able to do things to help people I would like to be in a role where I have purpose I want to grow up and I want people that I can work with and I can support them this is what I

Want to be able to do see those two scenarios are not very different both of those groups have to show empathy both of those groups have to be able to connect and respect people both of those groups have to be able to essentially connect with human beings now I will

Tell you customer service was not on my roadmap either even though I spent my career in customer service that’s not necessarily what I thought I was going to do I was not destined to be a customer service representative but somehow I ended up in this path now I

Want to tell you a little bit about what’s not in the screen right now and I’m sure it will be get there now I will tell you about the age of 13 I started to show some traits and customer service to things started to take shape in my life technology and customer

Service these two things were so important now I’ll tell you why because when I was 13 I had just like a lot of children that age a paper route and it was really important when I delivered those papers that the headline was facing the customers door when they

Opened it it was really important for me on days that it was raining that the newspaper would stay dry and then on special occasions like holidays I would put flowers on the newspaper and sometimes a little note see that was important to me and the reason why it

Was important to me was because I thought about those customers that lived alone and what it might mean to them and it actually started to make something happen inside my heart now I’ll tell you at the exact same time I got my first PC a Commodore 64 and some of you know what

I’m talking about yes I would program for hours on end so I could play a two-minute game and I was fascinated and I was hooked and it was absolutely amazing it was amazing for me that the technology was just opening up a whole new world for me that was amazing and it

Was very amazing because this is not something I ever thought I would go into but I loved it those two areas technology and customer service and that’s me and I will tell you that fast forward a few years and I was the first one of my

Family to go to college and I got that business degree and I remember thinking I am gonna go out and make a difference in this world I am gonna do something incredible I’m not sure what but it’s gonna be big and I remember that and I was so proud

And the first thing I started to do let’s go we’re good ok first thing I started to do was I worked a job and at night I would teach word processing and spreadsheets and I would teach computer science I even thought a Windows class for senior citizens and that was very

Joyful and I will tell you I wanted to be so connected to business and technology and I started to see how it was going to be an enabler and then one of my very first jobs out of college was this this is me now not destined to be a customer service representative but

Something happened I saw a job at an amazing company and the job was very specific the job was to help launch the systems that were necessary for the group to collect customer information very technical for the time they were called case management systems oh and by

The way this was the side gig answering customer phone calls so I took the job and the title was customer service representative now let me tell you I said to myself two years two years I’ll being this job then I’m gonna go to a department that matters in the company

Like marketing IT or digital engagement see because customer service representatives and aren’t necessarily a word or a title that you say without saying it a little sheepish or at least in my view and so I said this is what I’ll do I’m gonna move on and then something happened two years turned into

20 and I’ll tell you why so one day I took a call from an elderly gentleman and I worked at a quick service restaurant and he said I’d like to know if the restaurant near my home would be open on the upcoming Thursday so in those days we

Hung up the phone I got on my directory I found the phone number of the restaurant I called the restaurant I talked to the store manager I got the hours I hung up the phone I picked up the phone I call the customer and I relay those particular hours to him

Now I just want you to think about that scenario 20 years ago right that almost seems absurd today almost the point of crazy because how many of you have a smartphone or do not have a smartphone I should ask how many do not have a smartphone and very few hands will go up

Because 90% of adults in the United States today use the smartphone and an Internet right we use this because we are in a whole different state of communication and this is important because this has changed how we think and how we work so I quickly went to

Work and I quickly started to make a difference so I believed in something called contact optimization so with my business skill and with my computer skill I would look at all the reasons why somebody would contact a company and I would segment and I would say how many

Could be self served now that technology was evolving and how many of them could potentially just be offloaded by the way that we offer information and every time I did this there was a little segment of contacts and reasons for contact that needed a human connection but I felt so

Proud because I had figured out the magic formula thank God I went to business school because I know now how to differentiate in business and I was out telling the world here’s a short video that I was telling everyone how we could succeed in business and there it

Is okay in that video what I am saying is this and I will say it because I remember it because I was telling the world the asbestos things are moving in the industry that we work in the only differentiator sometimes comes down to a couple of things great customer service and innovation

The only differentiator some kind sometimes comes down to two things great customer service and innovation I had figured this out and I was telling the world and I was so excited about it because I was putting in automation I was driving advances technology was moving fast and life was good it was

Good for the customer but now I want to take you back a little bit to that story that I told you why did I stay in customer service sometimes when I tell this story it chokes me up a little bit but when I got back on the phone with

That elderly gentleman and I said here’s the hours of operation on that Thursday you know I was proud proud of my kpi’s proud of my average service time proud of my accuracy I was a good customer service rep and they told us this is what we should work toward they told me

What was important so the elderly gentleman said to me very quietly and a little bit of sadness in his voice and he said this is where I’m going to be eating on Thanksgiving and we politely ended the call see someone told me once if something moves your heart then a

Problem turns into a human and that’s what happened to me I stayed in customer service because I love technology and I started to love human beings and I realized that not all companies were doing this because our technology advancement has been amazing but we have now stagnated our human connection this

Is the time that we need to be connected more and we’re actually void of human connection this is what we need to work together and on both sides of that phone call are two human beings so a recent CEO a few months ago said the most

Profound thing and I loved it and what he said was customers are in a need state of convenience they’re in a need state of convenience so that means ease transparency convenience that’s what customers are in a need State it’s nice to have it’s now a needs date but

What I so wanted to hear has is that that was then being counterbalance with a need state of human connection and I didn’t hear that and I’m not seeing that I’ve been in this industry enough to know that there are companies that are making a difference see we do things

Like this this was a few months ago this is a 60 million dollar rocket went up to space and it came back completely intact and it landed and this particular rocket can be reused because it didn’t burn up into entry now I want you to think for a

Minute isn’t that brave of a civilization that we set the bar so high and we’re achieving it with technology engineering innovation but are we doing the same on the human side did we keep up with it in the last 20 years that’s what I’d love to know have we

Kept up with it and I don’t think we are I don’t think we are because of a lot of reasons see I’ve been in this business a long time and I’ve have every role from the CSR up to the executive level and I can tell you we can operationalize

Feedback we can make things better we can make advances on your digital devices like no tomorrow the automation is amazing companies that are succeeding today they can anticipate customer needs right they can set expectation they can do all of these amazing things they can use business intelligence and predict

What you want but what have we not done equally as well we have not humanized the customer journey see I love to tell you how many packages didn’t get delivered because I can tell you that I can tell you very quickly also how many credits didn’t get posted but you know

What I can’t tell you I can’t tell you why that gentleman was eating alone on Thanksgiving and I should have known to send him a handwritten note call the store manager have him spent a few it’s on Thanksgiving with him or better yet I could have spent a few minutes

With him that’s never happened to me again because I have changed my heart I can also tell you that those credits that didn’t get posted but I cannot tell you that maybe there’s a student they couldn’t go visit a sick friend on because he didn’t have the bus fare in

His account I can’t tell you that I can’t tell you that a package that didn’t get delivered has incredible disappointment now from a father who can’t give his daughter the birthday gift she promised because it didn’t arrive but I can tell you the package didn’t get there see that’s what’s

Missing from the whole evolution of customer service now I’m going to show you something and I want you to look at that this is the typical customer service representative job description let’s take a look at this very transactional in my mind listen to customers questions and concerns provide answers provide information about

Products take orders calculate charges process billing or payments review or make changes to your account handle returns record details of customer contacts oh and by the way if it gets really difficult escalate it to someone else now I have to ask you do you think

That this was written for a job today in customer service or 20 years ago this is the same job description from both time periods see we’ve evolved but we haven’t evolved on the human side and this is where the opportunity is now I want to show you something this is what I’m

Doing with the companies that I work with we drive transformation on the human side why can’t we hire and train for this understand the customers story solve in a way that makes sense to recover the customer to the brand share the customer feedback or insights to help prevent similar customer issues how

About show empathy and care and I love this statement offer kindness without conditions see is where we should be going we’ve evolved on the technology side and I love that and I’ve been part of it and it makes me so happy to use these devices and to see this advancement but

What I don’t see is this connection and I want to see that desperately why do I remember that call from 20 years ago because I don’t even know where that man is today but I want to know the story and after that call with every customer

I connected with I started to know the story and I started to teach people around me and those and when I was a leader to also learn the story but this is our defining moment folks this is it in customer service we are at an inflection point and it’s staring us

Right in the face now there are three million customer service representatives in this country right now three million these are brave frontline people that answer phone calls emails chats text messages social media and the National Bureau of Labor says this is growing 5% of a year see remember my contact

Optimization I wasn’t able to automate everything something still needs a human this is why we have three million and by the way this doesn’t include all the people who have customer service as part of their job but it’s not the core responsibility so these folks are hard-working frontline folks and if you

Train them and you elevate them you will see a difference so conservatively they’re doing 200 million contacts a day in this country a day now imagine if we trained these folks for some of the skill I showed you recently and imagine what your experiences would be like could we change the customer service

Feeling in this country if we did that and I know we can because I have driven this transformation with companies I work with leaders now and the reason why they connect with me to help them is because we heard it earlier today perspective matters had I not had that headset on and

Not connected and had every level and customer service I would never have known what it feels like to have my seat and a headset and what those agents are going through and this is our opportunity as leaders in this country we have to take the charge and start

Elevating the customer service group to a department that matters it is a department that matters just like IT and marketing and digital engagement and that’s where we need to go so I’ll leave you with this if we do this right and this is our opportunity in a few years

When we’re sitting in a room of first graders and we say who wants to be a customer service representative we might just see a few hands go up thank you [Applause]

The future of customer service is in the ability to create unique experiences through technological advancement tied together with the reawakening of the human connection. Salena Scardina has spent her 25-year career focused on customer service through innovative and differentiated experiences. Her strong belief that business growth is fueled by the human connection, led her to create HeroCX, a customer experience consulting practice. Formerly she was the Senior Vice President of Customer Experience at Sweetwater Sound and supported their raved about world-class service experience. This talk was given at a TEDx event using the TED conference format but independently organized by a local community. Learn more at https://www.ted.com/tedx
Sobat TEDx Talks, Info tentang #Defining #Time #Human #Connection #Customer #Service #Salena #Scardina #TEDxFortWayne ini bisa dilihat dalam bentuk vidio yang berdurasi 00:17:51 detik.


Sekedar mengingatkan bahwa, cso.biz.id siap membantu dan melayani berbagai masalah dan berusaha memberikan solusi terbaik untuk anda,

Apabila Dirimu, penggemar setia TEDx Talks memiliki MASALAH apapun itu, kamu bisa silahkan dikonsultasikan di website www.cso.biz.id ini guna mendapatkan Solusinya.

Selain itu, Apabila anda membutuhkan peluang untuk mendapatkan PENGHASILAN TAMBAHAN hingga puluhan juta Rupiah setiap bulannya, Sobat bisa bergabung dalam Forum komunitas cso bisnis indonesia ini. ini.

Punya Masalah A Defining Time for Human Connection in Customer Service | Salena Scardina | TEDxFortWayne ? ..!! DAPATKAN SOLUSINYA, KLIK DISINI

Begitulah sekilas tentang A Defining Time for Human Connection in Customer Service | Salena Scardina | TEDxFortWayne yang telah dilihat oleh 72429 penonton, semoga dapat bermanfaat untuk kita semua. © TEDx Talks 1071 | #Defining #Time #Human #Connection #Customer #Service #Salena #Scardina #TEDxFortWayne

0 Reviews

16 thoughts on “A Defining Time for Human Connection in Customer Service | Salena Scardina | TEDxFortWayne”
  1. Here’s the problem. In the modern day call center KPI, Average Service time etc is king. It’s no longer about making a human connection. Companies have gotten to big and have too many customers to be able to give the customer the necessary attention and empathy they deserve. Prove me wrong.

  2. PTPOP (his comment is below) on YouTube worked in call centers for over twenty years. He covered this video and called bs on it. I have to agree. What a pretentious lady. I worked in call centers for several years and you hardly have time to establish a real connection with the customers.

  3. This B1tch has never been in the trenches. Call center… Its my Vietnam man. I grew up in thr streets been shot at gotten in many fights. Less stressful than call center bull spit.

  4. Such an embarrassment. They bring out a corporate shell of a human being to discuss the “importance” of customer service, yet she has NO clue about what CS agents go through. Call centers are abysmal and people like her, who blindly discusses her nonsense, seems to have a cushy job, higher wage and NO idea how CS at the bottom works.

Tinggalkan Pendapat atau Komentar

Produk dan Layanan

ADITIA NUGRAHA AGEN BISNIS AKTIVITAS AGEN ASURANSI AKTIVITAS AGEN PERJALANAN WISATA AKTIVITAS AKUNTANSI, PEMBUKUAN DAN PEMERIKSA AKTIVITAS ARSITEKTUR AKTIVITAS BIRO PERJALANAN IBADAH UMROH DAN HAJI KHUSUS AKTIVITAS BIRO PERJALANAN LAINNYA AKTIVITAS DEBT COLLECTION AKTIVITAS DESAIN INDUSTRI LAINNYA AKTIVITAS DESAIN INTERIOR AKTIVITAS DESAIN KOMUNIKASI VISUAL/ DESAIN GRAFIS AKTIVITAS DESAIN KONTEN KREATIF LAINYA AKTIVITAS DESAIN PERALATAN RUMAH TANGGA DAN FURNITUR AKTIVITAS FOTOGRAFI AKTIVITAS HOSTING DAN YBDI AKTIVITAS JASA INFORMASI AKTIVITAS JASA PENUNJANG USAHA LAINNYA Aktivitas Jasa Perorangan Lainnya YTDL AKTIVITAS JASA SISTEM KEAMANAN AKTIVITAS KANTOR BERITA OLEH SWASTA AKTIVITAS KEBERSIHAN BANGUNAN DAN INDUSTRI LAINNYA AKTIVITAS KEHUMASAN AKTIVITAS KEINSINYURAN DAN KONSULTASI TEKNIS AKTIVITAS KONSULTAN HUKUM Aktivitas konsultan kekayaan intelektual AKTIVITAS KONSULTAN KEKAYAAN INTELEKTUAL AKTIVITAS KONSULTANSI PARIWISATA AKTIVITAS KONSULTANSI TRANSPORTASI Aktivitas Konsultasi Bisnis Dan Broker Bisnis Aktivitas Konsultasi Bisnis Dan Broker Bisnis AKTIVITAS KONSULTASI KEAMANAN INFORMASI AKTIVITAS KONSULTASI KOMPUTER DAN MANAJEMEN FASILITAS KOMPUTER LAINNYA AKTIVITAS KONSULTASI MANAJEMEN LAINNYA AKTIVITAS KONSULTASI PAJAK AKTIVITAS MANAJEMEN DANA LAINNYA AKTIVITAS PEMROGRAMAN KOMPUTER LAINNYA AKTIVITAS PENEMPATAN PEKERJA RUMAH TANGGA AKTIVITAS PENEMPATAN TENAGA KERJA DARING (JOB PORTAL) Aktivitas Penerbitan lainnya AKTIVITAS PENERJEMAH ATAU INTERPRETER Aktivitas Pengembangan Aplikasi Perdagangan Melalui Internet (E-Commerce) AKTIVITAS PENGEPAKAN Aktivitas Pengolahan Data AKTIVITAS PENUNJANG ASURANSI, DAN DANA PENSIUN LAINNYA AKTIVITAS PENUNJANG JASA KEUANGAN LAINNYA AKTIVITAS PENUNJANG PERDAGANGAN BERJANGKA KOMODITI LAINNYA AKTIVITAS PENYEDIA GABUNGAN JASA PENUNJANG FASILITAS AKTIVITAS PENYEDIAAN TENAGA KERJA WAKTU TERTENTU AKTIVITAS PENYELEKSIAN DAN PENEMPATAN TENAGA KERJA DALAM NEGERI AKTIVITAS PENYELEKSIAN DAN PENEMPATAN TENAGA KERJA LUAR NEGERI AKTIVITAS PENYELIDIKAN AKTIVITAS PENYEWAAN DAN SEWA GUNA USAHA TANPA HAK OPSI ALAT PESTA AKTIVITAS PENYEWAAN DAN SEWA GUNA USAHA TANPA HAK OPSI ALAT REKREASI DAN OLAHRAGA AKTIVITAS PENYEWAAN DAN SEWA GUNA USAHA TANPA HAK OPSI BARANG KEPERLUAN RUMAH TANGGA DAN PRIBADI AKTIVITAS PENYEWAAN DAN SEWA GUNA USAHA TANPA HAK OPSI MESIN PERTANIAN DAN PERALATANNYA AKTIVITAS PROFESIONAL, ILMIAH DAN TEKNIS AKTIVITAS TELEKOMUNIKASI AKTIVITAS TELEKOMUNIKASI TANPA KABEL ASURANSI JIWA KONVENSIONAL ASURANSI UMUM KONVENSIONAL DANA PENSIUN PEMBERI KERJA KONVENSIONAL DIAN RISQI GADIS DESA INDONESIA JAJAK PENDAPAT MASYARAKAT JASA INFORMASI PARIWISATA JASA JUAL KEMBALI JASA TELEKOMUNIKASI JASA KONTEN SMS PREMIUM JASA PENYELENGGARA EVENT KHUSUS (SPECIAL EVENT) JASA PENYELENGGARA PERTEMUAN, PERJALANAN INSENTIF, KONFERENSI DAN PAMERAN (MICE) JASA PRAMUWISATA JASA RESERVASI LAINNYA YBDI Jasa Reservasi Lainnya YBDI YTDL KEGIATAN PENUKARAN VALUTA ASING (MONEY CHANGER) LAYANAN PINJAM MEMINJAM UANG BERBASIS TEKNOLOGI INFORMASI (FINTECH P2P LENDING) KONVENSIONAL Manajer Investasi PEDAGANG BERJANGKA PELATIHAN KERJA BISNIS DAN MANAJEMEN PERUSAHAAN PELATIHAN KERJA PARIWISATA DAN PERHOTELAN SWASTA PELATIHAN KERJA PERTANIAN DAN PERIKANAN SWASTA PELATIHAN KERJA PERUSAHAAN LAINNYA PELATIHAN KERJA TEKNOLOGI INFORMASI DAN KOMUNIKASI PERUSAHAAN PENASIHAT INVESTASI BERBENTUK PERUSAHAAN Pendidikan Bimbingan Belajar Dan Konseling Swasta PENELITIAN DAN PENGEMBANGAN ILMU PENGETAHUAN SOSIAL PENELITIAN DAN PENGEMBANGAN SEJARAH/CAGAR BUDAYA PENELITIAN DAN PENGEMBANGAN SENI PENELITIAN PASAR PENERBITAN SURAT KABAR, JURNAL DAN BULETIN ATAU MAJALAH PENYEWAAN VENUE PENYELENGGARAAN AKTIFITAS MICE DAN EVENT KHUSUS PERANTARA MONETER LAINNYA PERDAGANGAN BESAR BERBAGAI MACAM BARANG Perdagangan eceran bukan di toko, kios, kaki lima dan los pasar PERGADAIAN KONVENSIONAL PERIKLANAN Portal Web Dan/Atau Platform Digital Dengan Tujuan Komersial Portal Web Dan/Atau Platform Digital Dengan Tujuan Komersial Portal Web Dan/Atau Platform Digital Dengan Tujuan Komersial RDP GROUP REAL ESTAT ATAS DASAR BALAS JASA (FEE) ATAU KONTRAK REAL ESTAT YANG DIMILIKI SENDIRI ATAU DISEWA

Holding company

Kontakscreen tag