In last week’s #HDIchat, attendees raised some great questions about the customer experience, and shared their tips for prioritizing the customer experience at the service desk. One participant recommends creating stories that tell about the customer experience. Another posts journey maps and other information around the support center. What about contacting your own support center to experience what customers do? How about tracking customer effort? What’s a “complainortunity”?
Read the recap to hear what participants had to say, and then keep the conversation going on HDIConnect!
Join us again this Friday, September 2, for our next #HDIchat (topic: industry events)!
Roy Atkinson is HDI's senior writer/analyst, acting as in-house subject matter expert and chief writer for SupportWorld articles and white papers. Roy is a member of the HDI International Certification Standards Committee and a former facilitator of the HDI Desktop Support Advisory Board, as well as cohost of the very popular #custserv (customer service) chat on Twitter. Roy's a certified HDI Support Center Manager, and he studied advanced management strategy at Tulane University’s Freeman Graduate School of Business. Find him on Twitter @HDI_Analyst.