Grab your beverage of choice and let’s chat about Customer Service. This is what the Coffee with Ty program is about, starting 11/12/19 and every 2nd Tuesday following. The Coffee is an opportunity for anyone to have an open discussion with Ty Givens, founder of The Workforce Pro, about what it’s like to run and operate Customer Service.
Ty Givens has spent the better part of the last two decades leading Customer Service and improving Customer Experiences for Fortune 500s and some of LA’s fastest growing startups. Over the last 10 years, Ty joined a few different companies that had experienced massive success. Before she came in, their processes for supporting Customers were broken and causing them to hemorrhage money. When Ty was done, they were servicing more Customers with the same or fewer people.
By the 3rd startup, Ty realized a pattern: startups were throwing people at their Customer Service problems instead of repairing processes and workflows to optimize employee performance and create Customer loyalty. They simply didn’t know where to start or what to do.
We have asked a few questions to Ty to better understand the “coffee with Ty” program:
Q. What topics and issues are discussed during your “coffee with Ty” meetings?
A. During the discussion we will discuss challenges with people, process and technology within CX. We will get down to real details and controversial issues, including what it’s like to report to a boss who’s never run customer service before, and/or unrealistic expectations. We will also be each other’s support and talk about how to get through challenges and support one another in building skills and experience for the next level.
Q. Do you think that Customer loyalty is something that only established companies should care about?
A. No, for sure any company with costumers should focus on loyalty. We spend a lot of time and effort on acquisition, even offering discounts and promotions to attract customers. But once we get them, we change. CX is like dating. We have to keep our customers interested and wanting more with us. To do that, you have to be attentive, thoughtful, patient and kind. It’s much less expensive to keep a customer than it is to acquire a new one. Revenues are generated from repeat customers, because there is no cost to acquire them (again). They’re already there! It’s never too early to start thinking about how to keep your customer.
Q. What are the most common customer service issues that companies from all around the world face?
A. Companies struggle with keeping up with customer demand. More than likely it’s because there wasn’t enough time and energy put into pre-empting the customer need. As a result, they inadvertently trained their customers to contact them for everything and not help themselves. I believe in deflect, not deter. Deflect the request by offering a solution, but if the customer still reaches out, kindly help them. Don’t deter them. According to Forbes, companies spend $75B a year because of bad customer experiences. This is totally avoidable!
Company Name: The Workforce Pro
Contact Person: Ty Givens
Email: Send Email
Address:8939 S. Sepulveda Blvd, Suite 110 # 273
City: Los Angeles
Country: United States