As the saying goes: ‘you can lead or you can follow’.
As it turns out, you can do both. And, in fact, there is a lot of evidence that executives who do both guide their organisations to better serve their customers.
Conflicts can’t be avoided, but they can be managed with agility and grace.
As the seminal Harvard Business Review article ‘Stop Trying to Delight Your Customers’ showed, while people buy from you because of your product or brand, people most often leave because of poor customer service.
This is why conflict resolution skills are some of the most fundamental skills for every customer service team.
At the Internet Retailing Expo 2019 (IRX), ROBIN’s Brand Chief, Michiel Gaasterland was interviewed on camera by IRX’s Founder and Editor-in-Chief, Ian Jindal.
Tech tools alone will not keep customers happy.
A customer is on the phone with a Customer Service Rep, frustrated about a clothing item that was supposed to arrive but hasn’t yet.
The Rep refers to her ROBIN dashboard, and sees it’s not the first time this customer has called in anger. But this is also not the first product he has purchased from the company.
