By Philip Mears, Director of Services
When my organization starts a new day, we look forward to opportunities to interact with customers. That may be counter-intuitive because the conventional wisdom is that customers only call when they need something, usually information or a fix. The subtext of this is that they may also be angry or aggravated by problems they're having. Many companies try to deflect these calls with online documentation and call center menus because "Customer Service has to scale." In pure dollars and cents, this point is indisputable. Humans cost more than online resources.
While I agree that we can't always be there for every customer's every need (and we shouldn't be), it's important to acknowledge that maintaining a healthy rhythm of direct contact is necessary for us to enjoy what we do and get better at it. Here's why: We are puzzle solvers.
I took it to mean that many people are "gamers”; people who will step up and exceed even their own expectations when the chips are down. But I also took it to mean that those people are rare. Teams are usually made up of one or two "gamers." The remainder are mere mortals who must train extra hard to triumph in competition. In other words, a team will perform to the level of its preparation.