How to Fix Customer Service
Wednesday, December 14, 2016
|11:00 AM - 12:00 PM||US Eastern|
|10:00 AM - 11:00 AM||US Central|
|9:00 AM - 10:00 AM||US Mountain|
|8:00 AM - 9:00 AM||US Pacific|
|4:00 PM - 5:00 PM||GMT|
Companies have invested heavily in self-service as a strategy to serve customers.
Across industries, 81 percent of customers first attempt to take care of matters themselves before reaching out to a live customer service representative. Self-service websites and kiosks help customers get answers quickly and reduce companies’ spending on service.
However, this poses a new challenge, as the issues presented to live customer service reps tend to be more complex. But companies have been underinvesting in frontline customer service talent. Companies don’t hire or train differently than in the past, and the live service interaction seems little changed in recent decades. Not surprisingly, customer satisfaction has steadily declined.
CEB’s Matthew Dixon has researched the challenges of customer service in the digital age and come up with a new framework for creating Kick-Ass Customer Service. On December 14, in a live, interactive HBR webinar, he will:
- Describe why customer service quality is declining
- Profile the seven different types of customer service reps—and share insights on which types of reps perform best (they’re not what most managers think)
- Discuss how to solve customers’ problems to increase long-term loyalty
If you know that customer service is critical and want insights to dramatically improve your organization’s service, join HBR and Matthew Dixon on December 14.
About the Speaker
In addition to his management responsibilities at CEB, Matt is a noted business writer. His first book, The Challenger Sale: Taking Control of the Customer Conversation (Penguin, November 2011), was a #1 Amazon as well as Wall Street Journal bestseller. He’s been published numerous times in the Harvard Business Review with articles such as “Dismantling the Sales Machine,” “The End of Solution Sales” (July-August 2012) and “Stop Trying to Delight Your Customers” (July-August 2010). His two most recent books are The Effortless Experience: Conquering the New Battleground for Customer Loyalty, (Penguin, September 2013) and The Challenger Customer: Selling to the Hidden Influencer Who Can Multiply Your Results (Penguin, September 2015).
Matt holds a Ph.D. from the Graduate School of Public and International Affairs at the University of Pittsburgh as well as a B.A. in International Studies from Mount Saint Mary’s University in Emmitsburg, Maryland.