Your Worst Time is the Best Time for Customer Service Improvement

by Jeannie Walters

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Your customer service stinks!

Maybe. Maybe not. But how do you know?

When you’re in the trenches, dealing with the day-to-day tasks and inevitable crises that arise, wondering about customer service improvement  is probably not at the top of your to-do list. And yet you, yes you!, have everything to do with the experience your customers are either loving or loathing. I don’t care if your title is “customer-facing” or not. I don’t care if you have never even MET or heard from a customer. You are responsible for the experience representing your brand.


Employee engagement is a pillar of superior customer experience. So is communication. Oh and don’t forget training.

But wait, there’s more…

There is no silver bullet when it comes to delivering great service and exceptional experiences. But there are things you can do to ensure your end-to-end experience is one that is focused on a true mission. Customer service is often defined as a reactionary result. Customers require service only when something is wrong. But what if we all started to consider the way service should be incorporated into the entire journey for your customers? What if it was proactive?

customer service improvement

These are some of the questions we’ll be tackling in an upcoming webinar.  I was thrilled to be invited by Gini Dietrich and the Spin Sucks crew to participate in a webinar for them on June 5th. It’s free to register- so please join us!

Some of the issues we’ll be addressing include:

  • How treating your customers to an “inside look” at service can actually help with business development
  • What the best, most forward-thinking companies do to make their customers feel special
  • When to train “by the book” and when to let your employees think for themselves
  • Why customers expect more now than they ever have before, and how to deal with their changing expectations

A memorable customer experience is so much more than customer service improvement, and yet you can’t have one without the other. Service should be about so much more than reacting to complaints and problems. At 360Connext, we believe even the teeniest of moments can be about serving customers in the best possible ways. If you haven’t visited our micromoments Pinterest boards, check them out. The smallest moments can have the greatest impact.

We hope you can join us for the Spin Sucks Webinar, Interactive and Powerful Customer Service, on June 5th. Register and then let me know you’ll be attending!

Image credit: Benson Kua via Creative Commons license
Follow Jeannie Walters’s board micromoments on Pinterest.

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Jeannie Walters

Jeannie Walters is the CEO/Founder of Experience Investigators, a global Customer Experience consulting firm. She has 20 years of experience helping companies improve loyalty and retention, employee engagement, and overall customer experience. Jeannie is a Certified Customer Experience Professional (CCXP,) a charter member of the Customer Experience Professionals Association (CXPA,) a Professional Member of the National Speakers Association, LinkedIn Learning instructor, TEDx speaker, and President-Elect of the National Speakers Association Illinois chapter. Learn more here.

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