We deal with a lot of buzzwords and phrases that saturate the customer service industry, some of which have become a little bit tired. One in particular that we really detest here at Fonolo is “Delight your customer”. Personally, when I hear that phrase, I experience a range of emotions. It seems to be healthy balance between shock (Why in the world would one use that phrase?) and sheer irritation (sort of akin to nails on a chalkboard!).
But, hey, who am I to judge? These things are all just a matter of opinion, right? We all have go-to vocabulary that we either love or loathe. Still, there are two words in particular that I feel everyone should pay attention to. These words hold true sustenance and can dramatically impact the success of your contact center team: customer care and customer satisfaction. The problem is that some companies, while familiar with these terms, really don’t connect with them on a deeper level. How you attend to your customers’ happiness levels and overall satisfaction requires critical thinking.
Let’s spend some time deciphering what these words mean and why they should be top of mind.