A little over a year ago, I made a terrific connection with author and customer-service expert, Jeff Toister. After attending a webinar about his book Service Failure, I began reading Jeff’s blog and communicating with him on Twitter. We eventually realized that we live less than a mile from each other, and have met a couple times to hike and talk customer service. Eventually, we arrived at the idea for a meetup for customer-service professionals in San Diego.
Last week, Phone.com hosted the meetup by opening up our office and providing refreshments. I had the opportunity to share some of the key components that we strive for when we talk about achieving awesome customer service. It was fun to give a tour of our customer-service operation and answer questions from attendees.
Jeff followed up with a discussion on the common customer-service challenges that we face. You can read a terrific recap of the event on Jeff’s blog.
Without going into great detail on everything we discussed, I thought I would share a couple of my takeaways from the event. First, we had people from various companies attend, including the San Diego Humane Society and Ideal Plumbing And Heating. These are customer service people who have a completely different base of knowledge and skills, and yet they face many of the same customer-service challenges we do supporting customers over the phone!
Second, I realized that networking doesn’t have to be scary. The people at the event, like me, were looking for ways to better serve their customers. What better way than to talk about the challenges we face and what we are doing to overcome them?