What Behaviours Do Customer Experience Professionals Display?


In this short article I share thoughts on Customer Experience professionals  – and the behaviours they exhibit not just at work – but in practice in their daily lives.

I was having a relaxed lunch at McDonald’s, sitting at an outdoor patio here in sunny Singapore.

As I looked around, many empty tables were covered with dirty trays, even though there was a convenient Return Station located in the corner of the patio.

First I thought of my Mum.  She would never have allowed us to leave trash behind us for others to clean up (thanks, Mum).

Then I shifted my thinking over to Customer Experience.

Would a Customer Experience professional leave their dirty tray behind at a McDonald’s?

It’s not what you say, it’s what you do

One of my dear friends says, “If you want to know the health of the tree, examine the fruit.”

Still sitting at McDonald’s sipping my Coke, I took out some paper and jotted down the behaviours I think Customer Experience professionals display in their daily lives.

In today’s parlance, their ‘authentic selves’ – behaviours that happen even when no one is watching.

Did you clear your tray at the food court or fast-food restaurant even if someone else is paid to do that?

If you did that’s cool.

It shows you have humility.

It’s hard to imagine that folks who have too much pride to clear their own trays are able to put someone else front and centre in their thinking.

It also shows you have empathy.

When you see a lot of dirty trays lying around, you probably think – “my goodness, the poor staff who has to come out and clean this all up.”

“Let me do my part to help.”

Humility & empathy. Check.

In the last week did  you read an article, crack open a book, watch a video or attend a class?

If you did that’s cool.

Customer Experience is fascinating in part because of the depth and breadth of the subject matter.

No one can know everything about Customer Experience – and that means there’s always something to learn.

Your once a year seminar? Well that’s nice.

Do you brush your teeth once a year? Wash your car once a year?

I think the best Customer Experience professionals regularly read, watch, interact and listen to content that beefs up their know-how and perspectives.

In the last month did you send a Compliment Letter or post a positive review on social media?

Great Customer Experience people look for the ‘good’ in what they experience.

The lady at the salad counter at the grocery store, the bus driver, the Call Centre Agent that helped you untangle a sticky problem.

The shampoo that really worked.

Organisations and people love to hear from you when they do good.

Complaints are easy.  Anyone can complain.

But identifying the good in what you see – and taking the time and effort to salute that – is important.  That’s how you celebrate what’s going well in your organisation too.

In the last month did you visit an art gallery, read a non-work-related book or attend a concert?

If so that’s cool.

Delivering a great Customer Experience takes imagination.

And the arts, in any form, serve as food for the imagination.

If you’re all work, work, work your perspective shrinks, your ability to connect the dots diminishes and your experience of the world becomes a bit more grey.

Did you do what you said you would do?

So you RSVP’d for the party – but you didn’t go.

You said you would help your neighbour out with clearing the rubbish, but you got busy at work.

You told your friend you would meet them for coffee, but something came up.

It’s hard to deliver a consistent and positive experience for Customers if you don’t do what you said you would do.

And doing what you said you would do begins in your own personal life.

Excuses have no place in a Customer Experience professional’s toolbox of behaviours.

Did you write an article, give a speech, speak on a podcast, share a story in your company Town Hall?

The best Customer Experience professionals give back.

I read an article that stated that less than 1% of LinkedIn Members publish their own content.

That made me sad.

But I bet if you took that analysis down to the Customer Experience profession, you’d see a much higher percentage contribution.

That’s because the best Customer Experience professionals share.  And there are so many ways to share.

  • Write an article
  • Write a post
  • Share a story
  • Give a talk
  • Participate on a panel

Many of the Customer Experience people I know or follow do all of these!

In closing

I’m sure there are plenty of other behaviours out there.

But for now I’ll draw this article to a close – and thank you for reading!

This blog post has been re-published by kind permission of Daniel Ord – View the original post

About the author

Daniel Ord Daniel Ord has spent more than 18 years helping and inspiring people, and the organisations that they work for, to deliver great customer experiences. Daniel is a Certified Customer Experience Professional (CCXP), an ICMI Certified Associate, a CIAC Certified Strategic Leader and was the first to bring professional Contact Centre management certification to Asia. With dual mastery in Contact Centres and the customer experience, and a temperament for facilitation, he and his company OmniTouch International help organisations to link their service delivery strategies to business outcomes.

Read other posts by Daniel Ord

Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Published On: 2nd Jul 2018 - Last modified: 3rd Jul 2018
Read more about - Industry Insights


Get the latest exciting call centre reports, specialist whitepapers, interesting case-studies and industry events straight to your inbox.