Ep. 31: Why you need to stop rushing your agents (and other tips on customer service culture) [Feat. Iman Safari, Customer Service Manager at Interflora] - a podcast by SentiSum

In this episode with Iman Safari of Interflora, we explore what it means to have a customer service DNA. We hear how to build one and how to reduce the dreaded "cost-centre thinking".

We answer these questions in the episode: What is a customer service culture? How does Iman get agents to live and breathe the culture? What does Iman say to his agents to convince them why a strong culture is important in customer service? How did Iman build a customer service culture at Interflora? Why don't senior management think customer service is central? Why is there a mismatch between CS leaders and C-suite Where does cost centre thinking originate? Why does it lead to bad customer service? Why average handle time and time between calls should not be an important KPI and why you should never tell your employees to rush. Why you should measure your team as a team, not as individuals, and why 'employee of the month' is an old way of thinking. How can you decrease average handle time in a way that’s positive for the customer? How important is technology for the customer service culture?

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