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Hey, everyone, welcome back.

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Today, we're going to be taking a deep dive

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into the world of remote customer service jobs.

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Oh, very cool.

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We found this awesome YouTube video

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called Six Remote Customer Service Jobs

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from the channel SuperhumansLife.

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OK.

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And it's really interesting.

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It highlights a bunch of companies

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that are hiring right now.

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And it also breaks down some of the essential skills

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that you need to really excel in this field.

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Nice.

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So yeah, I think this is going to be really useful

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for anyone who's considering a career in remote customer

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service.

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For sure.

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I think that a lot of people might not

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realize that you can actually have a really great career

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in customer service.

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Yeah.

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Like, I feel like there's this stigma

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that it's just like a dead end job,

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but there's actually a ton of opportunity there.

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Yeah, especially in the remote world.

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Yeah.

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So yeah, let's just jump right in.

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The first company on the list is American Express.

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Oh, wow.

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You wouldn't really think a financial giant

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like that would be so remote friendly, would you?

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Well, no, not really.

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I mean, they're known for their really high standards.

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You know?

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Right?

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Right.

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So I would assume they would want everyone in the office.

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But it's actually really cool that they're embracing remote work.

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Yeah.

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And I think it's a sign of the times, you know?

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Yeah.

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More and more companies are realizing

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that they can attract top talent from anywhere in the world.

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Absolutely.

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And it can actually be more productive too.

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Yeah.

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Because when people have that flexibility to work from home,

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they're often happier and less stressed.

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Right.

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Exactly.

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OK.

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So it's a win-win for both the company and the employee.

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Exactly.

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All right.

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So moving on to the next company, we have Williams Sonoma.

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OK.

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And it's not just about their cookware.

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They actually have a whole family of brands like Pottery Barn, West Elm, and more.

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Oh, wow.

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That's interesting.

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Yeah.

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So if you're into like home goods and that kind of stuff,

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this could be a really good fit for you.

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And it's cool that they're offering remote positions too.

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Yeah, for sure.

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All right.

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So the next one on the list is Kelly Services.

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OK.

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And this is a staffing agency that specializes

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in placing people in various remote customer support roles.

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OK.

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So if you're kind of new to remote work

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and you're not sure where to start a staffing agency,

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it can be a really good resource.

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That makes sense.

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Yeah, because they have connections

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with a lot of different companies that might not even

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be advertising the remote positions.

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Right.

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So they can kind of help you get your foot in the door.

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That's a great tip.

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Another one that caught my eye is Sykes.

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They offer paid training programs,

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which is a huge advantage, especially for those

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looking to gain specific skills for these roles.

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Oh, yeah.

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That's really valuable.

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Yeah, because you don't always have

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to have like tons of experience to get a remote customer

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service job.

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Right.

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If you're willing to learn and you're a quick study,

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some companies will actually invest in your training.

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Absolutely.

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And Sykes is one of them.

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They even have programs designed to support students

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who are balancing work and studies.

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Oh, wow.

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That's amazing.

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Yeah.

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So if you're in school and you're looking for a part-time

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remote job, this could be a really good option.

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Yeah, for sure.

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OK, what's next?

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Oh, nice.

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So the next company is Working Solutions.

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And they focus specifically on customer care.

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OK.

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And what really stood out to me is that they offer bonuses.

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Oh, nice.

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You can earn up to an extra $500.

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Wow.

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OK, so they're really trying to attract and retain talent.

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Yeah, for sure.

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That's a good sign.

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And last but not least, we have Azurion.

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OK.

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This company specializes in tech support.

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And get this, they're offering a massive $3,000 sign-on bonus.

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What?

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$3,000?

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Yeah.

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That's incredible.

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I know, right?

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So you could good with technology

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and you enjoy helping people troubleshoot problems.

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This could be a really lucrative path for you.

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Yeah, I mean, that sign-on bonus alone is pretty tempting.

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Right.

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OK, so we've got a really diverse range of companies here,

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from finance to retail to tech.

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Yeah.

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It's really amazing to see how many industries

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are embracing remote customer service rules.

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It's a testament to the evolving nature of work.

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Yeah, I think companies are finally

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realizing that remote work can be just as effective,

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if not more so, than traditional office work.

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Absolutely.

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And for a lot of people, it's a game changer

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in terms of work-life balance.

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Yeah, for sure.

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OK, so we've covered the companies now.

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Let's dive into the skills that can really

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make you shine in these roles.

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The video highlights three essential skills.

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OK.

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So what are they?

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Well, the first one is being solution-oriented,

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which means you're not just following a script.

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Right.

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You're actually thinking critically about the problem

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and trying to find the best solution for the customer.

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I love that.

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It's like being a customer service detective.

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Exactly.

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You're not afraid to go off script if you need to.

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Right.

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You're resourceful and you're always

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willing to go the extra mile.

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I think that's so important, especially in a remote setting

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where you might not have as much direct supervision.

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Yeah, absolutely.

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You need to be able to think on your feet and be proactive.

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OK, so what's the next essential skill?

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The second skill is strong communication.

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OK.

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And this might seem obvious, but it's more than just

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speaking clearly.

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Right.

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It's about really listening to the customer

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understanding their needs and being

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able to communicate with them in a way that

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builds trust and rapport.

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Yeah, I think a lot of people underestimate

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the power of active listening, especially in customer service.

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For sure.

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You really need to be able to pick up on those subtle cues

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in the customer's voice and respond accordingly.

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Right.

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And sometimes it's not even about what they're saying,

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it's about how they're saying it.

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Exactly.

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OK, so we've got solution-oriented thinking

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and strong communication.

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What's the third essential skill?

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The third and arguably the most important skill is empathy.

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Oh, yeah.

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Earp these you.

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You're dealing with real people who are having real problems.

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Right.

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And they might be frustrated or stressed or even upset.

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Yeah.

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So you need to be able to put yourself in their shoes

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and understand where they're coming from.

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It's easy to get caught up in procedures and policies,

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but at the end of the day, it's all about human connection.

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Absolutely.

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You need to be able to treat each customer as an individual

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and show them that you genuinely care about their experience.

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And the video specifically mentioned

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how Amazon values empathy in their customer service reps.

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Oh, really?

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Yeah.

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They're actually trained to deescalate even the most

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heated situations by using empathy and active listening.

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Wow, that's impressive.

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It's interesting that you mentioned Amazon

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because they've really set a high bar for customer service.

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Yeah, they definitely have.

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And I think they understand that a positive customer

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experience can be a major competitive advantage.

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Oh, absolutely.

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It's not just about solving the immediate problem.

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It's about building a relationship with the customer

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that fosters loyalty and encourages repeat business.

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So we've covered the company's hiring

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and the essential skills needed to thrive in these roles.

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It's all starting to come together.

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What else did the video cover that we should dive into?

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Well, the video creator briefly mentioned

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that they'd previously done a deep dive specifically

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on Amazon customer service jobs.

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Oh, that's right.

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They said they wouldn't be covering Amazon in this video

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because they had a whole separate video dedicated to it.

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Yeah, I remember that.

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It makes you realize just how much there

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is to know about customer service, even

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within a single company like Amazon.

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It really does.

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It's like a whole world of opportunities

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within a world of opportunities.

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Exactly.

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And it speaks volumes about the depth and complexity

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of these roles.

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There are so many specialized areas within customer service,

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and each one requires a unique set of skills and knowledge.

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Yeah, and I think that's something

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that we should explore further in the next part of our deep dive.

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Yeah, for sure.

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I'm really curious to learn more about these specialized areas

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of customer service.

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Me too.

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And I think it's important for our listeners

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to understand they don't have to just settle for any remote

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customer service job.

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Right.

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There are so many different niches out there

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that they could potentially specialize in.

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Absolutely.

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And the more you specialize and develop expertise

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in a particular area, the more valuable you'll

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become in the marketplace.

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Right.

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So instead of just looking for any remote customer service job,

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we should be thinking about what type of customer service

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role would best align with our passions and strengths.

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It's exactly.

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It's like finding your superpower within the customer

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service universe.

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I love that.

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And those core skills we discussed earlier,

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solution-oriented thinking, strong communication,

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and empathy, those are transferable to any area

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of customer service.

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Absolutely.

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They're the foundation of success

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in any customer-facing role.

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This has been so insightful.

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I feel like I've gained a whole new perspective

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on remote customer service jobs.

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It's not just about answering phones and resolving issues.

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It's about connecting with people, solving problems

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creatively, and building lasting relationships.

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It's about making a real difference in people's lives,

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even from afar.

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And with the right skills and mindset,

280
00:08:55,400 --> 00:08:57,760
it can be an incredibly rewarding career path.

281
00:08:57,760 --> 00:08:58,520
Absolutely.

282
00:08:58,520 --> 00:09:00,520
Well, I think we've covered just about everything

283
00:09:00,520 --> 00:09:03,640
from the video for this first part of our deep dive.

284
00:09:03,640 --> 00:09:04,520
OK.

285
00:09:04,520 --> 00:09:07,240
But before we wrap up, I want to leave you the listener

286
00:09:07,240 --> 00:09:08,400
with something to ponder.

287
00:09:08,400 --> 00:09:09,960
Ooh, I love that.

288
00:09:09,960 --> 00:09:12,640
What thought-provoking question do you have for them today?

289
00:09:12,640 --> 00:09:15,840
OK, let me think.

290
00:09:15,840 --> 00:09:17,880
After seeing all these possibilities,

291
00:09:17,880 --> 00:09:20,160
all these different companies and roles,

292
00:09:20,160 --> 00:09:22,640
what type of customer service role

293
00:09:22,640 --> 00:09:25,240
do you think would be the best fit for your personality

294
00:09:25,240 --> 00:09:25,840
and skills?

295
00:09:25,840 --> 00:09:27,240
Oh, that's a great question.

296
00:09:27,240 --> 00:09:28,200
I love it.

297
00:09:28,200 --> 00:09:29,840
All right, well, we'll leave you with that thought.

298
00:09:29,840 --> 00:09:31,000
Yeah, think about it.

299
00:09:31,000 --> 00:09:34,600
And be sure to tune in for part two of our deep dive,

300
00:09:34,600 --> 00:09:36,760
where we'll explore some additional insights.

301
00:09:36,760 --> 00:09:37,440
We will.

302
00:09:37,440 --> 00:09:40,560
And discuss what makes a truly exceptional customer

303
00:09:40,560 --> 00:09:41,800
service experience.

304
00:09:41,800 --> 00:09:43,120
Sounds good.

305
00:09:43,120 --> 00:09:45,640
It's kind of crazy how much depth

306
00:09:45,640 --> 00:09:47,120
there is to customer service, right?

307
00:09:47,120 --> 00:09:48,000
Yeah, totally.

308
00:09:48,000 --> 00:09:50,800
Like, we just scratched the surface with those six companies.

309
00:09:50,800 --> 00:09:54,160
But there's just so much more to explore.

310
00:09:54,160 --> 00:09:56,880
Like, I'm thinking about those specialized areas we touched on.

311
00:09:56,880 --> 00:09:57,280
Right.

312
00:09:57,280 --> 00:09:59,120
Like, what if someone's out there thinking, OK,

313
00:09:59,120 --> 00:10:01,240
customer service sounds kind of cool,

314
00:10:01,240 --> 00:10:02,880
but I don't really see where I fit in?

315
00:10:02,880 --> 00:10:04,280
Yeah, like, maybe they're not super

316
00:10:04,280 --> 00:10:06,600
into traditional phone support or something.

317
00:10:06,600 --> 00:10:07,360
Right, exactly.

318
00:10:07,360 --> 00:10:08,640
So what other options are out there?

319
00:10:08,640 --> 00:10:10,440
Well, I mean, think about all the new technology

320
00:10:10,440 --> 00:10:12,880
that's emerging, like chatbots and AI.

321
00:10:12,880 --> 00:10:16,560
There's a huge demand for people who can write chatbot scripts

322
00:10:16,560 --> 00:10:20,080
or train AI systems to handle customer interactions.

323
00:10:20,080 --> 00:10:20,880
That's a good point.

324
00:10:20,880 --> 00:10:22,520
And that's just one example.

325
00:10:22,520 --> 00:10:24,520
Customer service is constantly evolving,

326
00:10:24,520 --> 00:10:27,000
so there are always new opportunities popping up.

327
00:10:27,000 --> 00:10:29,320
So it's not just about answering phones anymore?

328
00:10:29,320 --> 00:10:30,240
No, not at all.

329
00:10:30,240 --> 00:10:32,200
It's about engaging with customers

330
00:10:32,200 --> 00:10:36,120
across multiple channels, like social media, email,

331
00:10:36,120 --> 00:10:37,440
even virtual reality.

332
00:10:37,440 --> 00:10:38,160
Exactly.

333
00:10:38,160 --> 00:10:41,160
And that opens up a whole new world of possibilities

334
00:10:41,160 --> 00:10:44,080
for people with diverse skills and interests.

335
00:10:44,080 --> 00:10:44,880
For sure.

336
00:10:44,880 --> 00:10:46,840
Like, imagine someone who loves gaming.

337
00:10:46,840 --> 00:10:47,720
OK, yeah.

338
00:10:47,720 --> 00:10:49,440
They could specialize in customer support

339
00:10:49,440 --> 00:10:52,720
for online gaming platforms, helping players troubleshoot

340
00:10:52,720 --> 00:10:57,280
issues, navigate virtual worlds, even moderate online forums.

341
00:10:57,280 --> 00:10:58,320
Wow.

342
00:10:58,320 --> 00:10:59,920
That's a niche I hadn't even considered.

343
00:10:59,920 --> 00:11:00,480
Right.

344
00:11:00,480 --> 00:11:01,120
It's pretty cool.

345
00:11:01,120 --> 00:11:03,120
It just goes to show that there's a customer service

346
00:11:03,120 --> 00:11:04,840
role out there for just about anyone.

347
00:11:04,840 --> 00:11:05,920
I think so.

348
00:11:05,920 --> 00:11:08,040
But even within these specialized roles,

349
00:11:08,040 --> 00:11:09,960
those core skills we talked about,

350
00:11:09,960 --> 00:11:12,920
solution-oriented thinking, strong communication,

351
00:11:12,920 --> 00:11:16,560
and empathy, those are still essential, right?

352
00:11:16,560 --> 00:11:17,520
Oh, absolutely.

353
00:11:17,520 --> 00:11:19,080
Those are the foundational skills

354
00:11:19,080 --> 00:11:21,480
that will make you successful no matter what

355
00:11:21,480 --> 00:11:23,600
area of customer service you choose.

356
00:11:23,600 --> 00:11:25,120
It's like having a superpower that you

357
00:11:25,120 --> 00:11:27,680
can apply to any customer interaction.

358
00:11:27,680 --> 00:11:28,560
Exactly.

359
00:11:28,560 --> 00:11:31,200
Whether you're helping someone troubleshoot a tech issue,

360
00:11:31,200 --> 00:11:35,200
navigate a virtual world, or just find the right product

361
00:11:35,200 --> 00:11:36,040
for their needs.

362
00:11:36,040 --> 00:11:39,080
You know, speaking of products, the video we watched

363
00:11:39,080 --> 00:11:42,120
didn't really delve into the different types of products

364
00:11:42,120 --> 00:11:44,960
or services that remote customer service reps might

365
00:11:44,960 --> 00:11:45,600
be handling.

366
00:11:45,600 --> 00:11:46,520
That's true.

367
00:11:46,520 --> 00:11:48,760
We focused more on the companies and the skills.

368
00:11:48,760 --> 00:11:49,320
Yeah.

369
00:11:49,320 --> 00:11:53,000
But it makes me wonder, how much does the product or service

370
00:11:53,000 --> 00:11:56,120
itself influence the customer service experience?

371
00:11:56,120 --> 00:11:57,840
Oh, I think it plays a huge role.

372
00:11:57,840 --> 00:11:59,920
Like, for example, providing customer service

373
00:11:59,920 --> 00:12:03,240
for a complex software product would require a different

374
00:12:03,240 --> 00:12:05,840
skill set than, say, providing support

375
00:12:05,840 --> 00:12:07,320
for a clothing retailer.

376
00:12:07,320 --> 00:12:08,040
Absolutely.

377
00:12:08,040 --> 00:12:10,160
You need to have a deep understanding of the product

378
00:12:10,160 --> 00:12:12,000
or service you're supporting in order

379
00:12:12,000 --> 00:12:13,720
to effectively help customers.

380
00:12:13,720 --> 00:12:16,120
So someone who's really passionate about technology

381
00:12:16,120 --> 00:12:18,560
and enjoys diving into technical details

382
00:12:18,560 --> 00:12:21,680
might thrive in a role where they're supporting a software

383
00:12:21,680 --> 00:12:22,320
product.

384
00:12:22,320 --> 00:12:22,960
For sure.

385
00:12:22,960 --> 00:12:26,480
While someone who's more people-oriented and enjoys

386
00:12:26,480 --> 00:12:28,680
helping others find the perfect fit

387
00:12:28,680 --> 00:12:31,960
might be better suited for a customer service role at a fashion

388
00:12:31,960 --> 00:12:33,040
brand or something.

389
00:12:33,040 --> 00:12:33,760
Exactly.

390
00:12:33,760 --> 00:12:36,080
It's all about finding that sweet spot

391
00:12:36,080 --> 00:12:38,640
where your interests and skills align

392
00:12:38,640 --> 00:12:40,120
with the product or service.

393
00:12:40,120 --> 00:12:43,080
It's like finding your tribe within the customer service

394
00:12:43,080 --> 00:12:43,880
universe.

395
00:12:43,880 --> 00:12:44,600
I love that.

396
00:12:44,600 --> 00:12:47,480
It's about finding your people, your passion, your purpose.

397
00:12:47,480 --> 00:12:50,400
And remember, even if you start in one area of customer

398
00:12:50,400 --> 00:12:55,320
service, there's always room to grow and explore different niches

399
00:12:55,320 --> 00:12:56,560
as you gain experience.

400
00:12:56,560 --> 00:12:58,400
Yeah, you don't have to feel like you're stuck in one lane.

401
00:12:58,400 --> 00:12:58,880
Right.

402
00:12:58,880 --> 00:13:01,080
This conversation is really opening my eyes

403
00:13:01,080 --> 00:13:04,400
to the possibilities within remote customer service.

404
00:13:04,400 --> 00:13:04,960
Me too.

405
00:13:04,960 --> 00:13:07,560
It's so much more than just answering phones.

406
00:13:07,560 --> 00:13:10,240
It's a dynamic and evolving field with opportunities

407
00:13:10,240 --> 00:13:12,720
for people from all walks of life.

408
00:13:12,720 --> 00:13:16,560
And as companies continue to embrace remote work models,

409
00:13:16,560 --> 00:13:18,920
those opportunities are only going to expand.

410
00:13:18,920 --> 00:13:21,600
Yeah, it's definitely an exciting time to be in this field.

411
00:13:21,600 --> 00:13:22,160
For sure.

412
00:13:22,160 --> 00:13:24,640
You know, the video we watched mentioned some great companies

413
00:13:24,640 --> 00:13:25,760
and valuable skills.

414
00:13:25,760 --> 00:13:27,920
But there's one thing it didn't touch on that I think

415
00:13:27,920 --> 00:13:29,400
is really important, especially when

416
00:13:29,400 --> 00:13:31,000
it comes to working remotely.

417
00:13:31,000 --> 00:13:31,640
What's that?

418
00:13:31,640 --> 00:13:33,840
Staying motivated and productive when you're

419
00:13:33,840 --> 00:13:34,680
working from home.

420
00:13:34,680 --> 00:13:35,200
Oh, yeah.

421
00:13:35,200 --> 00:13:36,160
That's huge.

422
00:13:36,160 --> 00:13:38,880
It's so easy to get distracted or lose focus

423
00:13:38,880 --> 00:13:41,240
when you're not in a traditional office environment.

424
00:13:41,240 --> 00:13:42,000
It really is.

425
00:13:42,000 --> 00:13:44,680
You don't have that same level of accountability and structure.

426
00:13:44,680 --> 00:13:45,280
Right.

427
00:13:45,280 --> 00:13:48,840
So for anyone listening who's considering a remote customer

428
00:13:48,840 --> 00:13:53,880
service role, it's crucial to develop strong time management

429
00:13:53,880 --> 00:13:57,240
skills, create a dedicated workspace,

430
00:13:57,240 --> 00:14:00,200
and establish boundaries between work life and personal life.

431
00:14:00,200 --> 00:14:01,840
All of those things are super important.

432
00:14:01,840 --> 00:14:03,520
And it's also a good idea to find ways

433
00:14:03,520 --> 00:14:05,040
to stay connected with colleagues

434
00:14:05,040 --> 00:14:07,360
and build a sense of community, even if you're not

435
00:14:07,360 --> 00:14:08,840
physically together.

436
00:14:08,840 --> 00:14:11,320
Yeah, that social interaction can be really helpful

437
00:14:11,320 --> 00:14:13,560
for staying motivated and engaged.

438
00:14:13,560 --> 00:14:17,280
So it's not just about the skills needed for the job itself.

439
00:14:17,280 --> 00:14:19,520
It's also about the skills needed to thrive

440
00:14:19,520 --> 00:14:20,880
in a remote work environment.

441
00:14:20,880 --> 00:14:21,840
Absolutely.

442
00:14:21,840 --> 00:14:23,520
It's a whole lifestyle shift that

443
00:14:23,520 --> 00:14:25,800
requires a different set of strategies.

444
00:14:25,800 --> 00:14:29,360
But for those who are able to adapt and embrace

445
00:14:29,360 --> 00:14:33,200
the challenges, remote work can be incredibly rewarding.

446
00:14:33,200 --> 00:14:33,640
For sure.

447
00:14:33,640 --> 00:14:35,880
The flexibility and autonomy can be amazing.

448
00:14:35,880 --> 00:14:38,040
OK, so we've talked about the practical side

449
00:14:38,040 --> 00:14:39,560
of working remotely.

450
00:14:39,560 --> 00:14:41,400
But now I want to shift gears and talk

451
00:14:41,400 --> 00:14:44,840
about what makes a truly exceptional customer service

452
00:14:44,840 --> 00:14:45,640
experience.

453
00:14:45,640 --> 00:14:47,080
Ooh, I like this.

454
00:14:47,080 --> 00:14:49,560
We've talked about the skills and the companies.

455
00:14:49,560 --> 00:14:50,040
Yeah.

456
00:14:50,040 --> 00:14:54,120
But what sets the bar for greatness in this field?

457
00:14:54,120 --> 00:14:57,920
I think it boils down to exceeding expectations

458
00:14:57,920 --> 00:15:00,400
and creating a genuine human connection.

459
00:15:00,400 --> 00:15:01,440
I love that.

460
00:15:01,440 --> 00:15:03,640
It's not just about solving the problem.

461
00:15:03,640 --> 00:15:05,800
It's about going above and beyond

462
00:15:05,800 --> 00:15:09,680
to make the customer feel valued, heard, and understood.

463
00:15:09,680 --> 00:15:11,120
Like really going the extra mile.

464
00:15:11,120 --> 00:15:11,800
Exactly.

465
00:15:11,800 --> 00:15:13,320
And sometimes it's the little things

466
00:15:13,320 --> 00:15:14,520
that make the biggest difference.

467
00:15:14,520 --> 00:15:15,080
Oh, for sure.

468
00:15:15,080 --> 00:15:17,040
Like a handwritten thank you note or a follow up

469
00:15:17,040 --> 00:15:19,760
call to make sure the customer is satisfied.

470
00:15:19,760 --> 00:15:21,840
Those little touches can really go a long way

471
00:15:21,840 --> 00:15:22,960
in building loyalty.

472
00:15:22,960 --> 00:15:24,280
And you know what's interesting?

473
00:15:24,280 --> 00:15:28,600
The video we watched focused on the job seekers perspective.

474
00:15:28,600 --> 00:15:32,440
But exceptional customer service benefits both the customer

475
00:15:32,440 --> 00:15:33,320
and the company.

476
00:15:33,320 --> 00:15:34,240
Oh, absolutely.

477
00:15:34,240 --> 00:15:37,760
Happy customers are more likely to become loyal customers,

478
00:15:37,760 --> 00:15:39,480
recommend the company to others,

479
00:15:39,480 --> 00:15:41,360
and even spend more money.

480
00:15:41,360 --> 00:15:43,000
It's a win-win situation.

481
00:15:43,000 --> 00:15:45,560
So it's not just about providing good customer service

482
00:15:45,560 --> 00:15:47,640
because it's the right thing to do.

483
00:15:47,640 --> 00:15:48,000
Right.

484
00:15:48,000 --> 00:15:50,000
It's also a smart business strategy.

485
00:15:50,000 --> 00:15:50,720
For sure.

486
00:15:50,720 --> 00:15:53,440
Investing in customer service is an investment

487
00:15:53,440 --> 00:15:55,480
in the long term success of the company.

488
00:15:55,480 --> 00:15:56,240
Makes sense.

489
00:15:56,240 --> 00:15:57,920
Now are there any companies out there

490
00:15:57,920 --> 00:16:00,480
that are known for going above and beyond when

491
00:16:00,480 --> 00:16:01,840
it comes to customer service?

492
00:16:01,840 --> 00:16:02,480
Oh, yeah.

493
00:16:02,480 --> 00:16:04,120
There are definitely some standouts.

494
00:16:04,120 --> 00:16:04,880
Like who?

495
00:16:04,880 --> 00:16:06,960
Well, Zabos is one that always comes to mind.

496
00:16:06,960 --> 00:16:07,480
Oh, yeah.

497
00:16:07,480 --> 00:16:08,640
I've heard great things about them.

498
00:16:08,640 --> 00:16:11,400
They're legendary for their customer-centric culture.

499
00:16:11,400 --> 00:16:13,520
What do they do that's so special?

500
00:16:13,520 --> 00:16:15,800
Well, they empower their employees

501
00:16:15,800 --> 00:16:18,480
to make decisions that put the customer first,

502
00:16:18,480 --> 00:16:20,920
even if it means bending the rules a bit.

503
00:16:20,920 --> 00:16:21,560
Oh, wow.

504
00:16:21,560 --> 00:16:23,760
So they really trust their employees to do what's right.

505
00:16:23,760 --> 00:16:24,560
Exactly.

506
00:16:24,560 --> 00:16:27,320
And that creates a more responsive and proactive customer

507
00:16:27,320 --> 00:16:28,600
service environment.

508
00:16:28,600 --> 00:16:29,440
Yeah.

509
00:16:29,440 --> 00:16:30,720
That makes sense.

510
00:16:30,720 --> 00:16:33,240
And it reminds me of another key ingredient

511
00:16:33,240 --> 00:16:37,160
of exceptional customer service, empowerment.

512
00:16:37,160 --> 00:16:37,800
Yes.

513
00:16:37,800 --> 00:16:40,640
When employees feel empowered to make decisions

514
00:16:40,640 --> 00:16:42,640
and solve problems on their own, it

515
00:16:42,640 --> 00:16:45,120
creates a much better experience for everyone involved.

516
00:16:45,120 --> 00:16:46,360
Absolutely.

517
00:16:46,360 --> 00:16:49,440
When employees feel trusted and valued,

518
00:16:49,440 --> 00:16:52,720
they're more likely to go the extra mile for customers.

519
00:16:52,720 --> 00:16:55,320
It's like giving them the tools and freedom

520
00:16:55,320 --> 00:16:57,000
to be customer service superheroes.

521
00:16:57,000 --> 00:16:58,120
I love that analogy.

522
00:16:58,120 --> 00:17:00,280
This has been such an insightful conversation.

523
00:17:00,280 --> 00:17:01,120
Yeah, it really has.

524
00:17:01,120 --> 00:17:03,440
I feel like I've gained a whole new appreciation

525
00:17:03,440 --> 00:17:06,560
for the art of customer service, especially in the remote world.

526
00:17:06,560 --> 00:17:07,640
Me too.

527
00:17:07,640 --> 00:17:09,800
It's so much more than just following a script

528
00:17:09,800 --> 00:17:10,720
or resolving issues.

529
00:17:10,720 --> 00:17:11,220
Right.

530
00:17:11,220 --> 00:17:13,040
It's about creating meaningful connections

531
00:17:13,040 --> 00:17:16,040
and leaving a lasting positive impression.

532
00:17:16,040 --> 00:17:19,360
As we've discovered, it's a field that's constantly evolving

533
00:17:19,360 --> 00:17:22,120
with new technologies and approaches emerging all the time.

534
00:17:22,120 --> 00:17:24,800
So for anyone listening who's considering a career

535
00:17:24,800 --> 00:17:27,840
in remote customer service, or even for those

536
00:17:27,840 --> 00:17:31,160
who just want to improve their own customer service skills,

537
00:17:31,160 --> 00:17:32,200
remember this.

538
00:17:32,200 --> 00:17:34,000
It's not just about what you do.

539
00:17:34,000 --> 00:17:36,200
It's about how you make people feel.

540
00:17:36,200 --> 00:17:37,440
Well said.

541
00:17:37,440 --> 00:17:40,600
And with the right skills, the right mindset,

542
00:17:40,600 --> 00:17:42,960
and a genuine desire to make a difference,

543
00:17:42,960 --> 00:17:44,760
you can create exceptional customer

544
00:17:44,760 --> 00:17:48,240
experiences that benefit both the customer and the company.

545
00:17:48,240 --> 00:17:50,200
All right, so I think that about wraps up part two

546
00:17:50,200 --> 00:17:51,040
of our deep dive.

547
00:17:51,040 --> 00:17:52,120
OK, sounds good.

548
00:17:52,120 --> 00:17:53,480
We'll be back soon with part three,

549
00:17:53,480 --> 00:17:56,840
where we'll continue our exploration of exceptional customer

550
00:17:56,840 --> 00:17:57,360
service.

551
00:17:57,360 --> 00:17:58,040
You got to wait.

552
00:17:58,040 --> 00:17:59,720
OK, so we're back.

553
00:17:59,720 --> 00:18:02,400
And we've been talking a lot about the mechanics

554
00:18:02,400 --> 00:18:04,160
of customer service.

555
00:18:04,160 --> 00:18:05,520
The skills, the companies.

556
00:18:05,520 --> 00:18:07,880
Now I want to get into something a little more intangible.

557
00:18:07,880 --> 00:18:09,160
OK, I'm intrigued.

558
00:18:09,160 --> 00:18:13,280
What makes a customer service experience truly exceptional?

559
00:18:13,280 --> 00:18:14,640
Oh, that's a great question.

560
00:18:14,640 --> 00:18:17,360
Like, what elevates it from good to great?

561
00:18:17,360 --> 00:18:20,080
Well, I think it's about creating those wow moments.

562
00:18:20,080 --> 00:18:21,040
Wow moments.

563
00:18:21,040 --> 00:18:23,600
Yeah, you know those times when you're just blown away

564
00:18:23,600 --> 00:18:25,280
by the level of service you receive?

565
00:18:25,280 --> 00:18:26,520
OK, I can see that.

566
00:18:26,520 --> 00:18:29,320
It's about exceeding expectations

567
00:18:29,320 --> 00:18:31,760
and making the customer feel like they're the only one that

568
00:18:31,760 --> 00:18:33,160
matters.

569
00:18:33,160 --> 00:18:34,840
Like, you're going above and beyond just

570
00:18:34,840 --> 00:18:36,560
solving the immediate problem.

571
00:18:36,560 --> 00:18:37,120
Exactly.

572
00:18:37,120 --> 00:18:38,680
It's about building a connection,

573
00:18:38,680 --> 00:18:41,320
creating a positive emotional experience

574
00:18:41,320 --> 00:18:42,640
that the customer will remember.

575
00:18:42,640 --> 00:18:45,240
So it's not just about being efficient or knowledgeable.

576
00:18:45,240 --> 00:18:46,600
No, it's about being human.

577
00:18:46,600 --> 00:18:46,920
Right.

578
00:18:46,920 --> 00:18:50,080
It's about showing empathy being personable and making

579
00:18:50,080 --> 00:18:51,560
the customer feel valued.

580
00:18:51,560 --> 00:18:54,040
And that can be tough to do, especially in a remote setting

581
00:18:54,040 --> 00:18:56,080
where you're not face to face with the customer.

582
00:18:56,080 --> 00:18:59,800
Yeah, it definitely takes more effort, but it's not impossible.

583
00:18:59,800 --> 00:19:04,480
So how do you create those wow moments remotely?

584
00:19:04,480 --> 00:19:07,160
Well, I think it starts with really listening to the customer.

585
00:19:07,160 --> 00:19:07,720
OK, yeah.

586
00:19:07,720 --> 00:19:10,120
Like actively listening, not just waiting for your turn

587
00:19:10,120 --> 00:19:10,640
to speak.

588
00:19:10,640 --> 00:19:11,160
Right.

589
00:19:11,160 --> 00:19:13,640
And then it's about responding in a way that

590
00:19:13,640 --> 00:19:16,520
shows you understand their needs and concerns.

591
00:19:16,520 --> 00:19:19,160
So it's not just about providing the right information.

592
00:19:19,160 --> 00:19:22,400
No, it's about conveying it with empathy and compassion.

593
00:19:22,400 --> 00:19:25,080
And maybe even a little bit of humor when appropriate.

594
00:19:25,080 --> 00:19:27,280
Yeah, a little bit of humor can go a long way

595
00:19:27,280 --> 00:19:29,360
in diffusing a tense situation.

596
00:19:29,360 --> 00:19:33,040
So it's about striking that balance between professionalism

597
00:19:33,040 --> 00:19:34,320
and personality.

598
00:19:34,320 --> 00:19:35,080
Exactly.

599
00:19:35,080 --> 00:19:37,760
You want to be seen as both competent and approachable.

600
00:19:37,760 --> 00:19:39,480
Now, you mentioned Zappos earlier.

601
00:19:39,480 --> 00:19:41,960
Yeah, they're a great example of a company that really gets it.

602
00:19:41,960 --> 00:19:43,360
So what do they do differently?

603
00:19:43,360 --> 00:19:45,240
Well, they have this amazing culture

604
00:19:45,240 --> 00:19:47,880
that really prioritizes the customer experience.

605
00:19:47,880 --> 00:19:48,640
OK.

606
00:19:48,640 --> 00:19:52,000
They empower their employees to make decisions that

607
00:19:52,000 --> 00:19:54,240
are in the best interest of the customer,

608
00:19:54,240 --> 00:19:56,320
even if it means breaking the rules sometimes.

609
00:19:56,320 --> 00:19:58,240
Wow, so they really trust their employees.

610
00:19:58,240 --> 00:19:58,640
They do.

611
00:19:58,640 --> 00:20:01,120
And it shows in the level of service they provide.

612
00:20:01,120 --> 00:20:01,960
That's impressive.

613
00:20:01,960 --> 00:20:04,360
I think a lot of companies could learn from their example.

614
00:20:04,360 --> 00:20:05,200
I agree.

615
00:20:05,200 --> 00:20:07,360
You know, this whole conversation is making me realize

616
00:20:07,360 --> 00:20:11,600
that exceptional customer service is not just a skill.

617
00:20:11,600 --> 00:20:12,480
What is it then?

618
00:20:12,480 --> 00:20:13,520
It's a mindset.

619
00:20:13,520 --> 00:20:14,680
Oh, yeah, I like that.

620
00:20:14,680 --> 00:20:17,840
It's about genuinely caring about the customer

621
00:20:17,840 --> 00:20:21,080
and wanting to make their experience as positive as possible.

622
00:20:21,080 --> 00:20:22,880
And that's something that you can't fake.

623
00:20:22,880 --> 00:20:23,280
Right.

624
00:20:23,280 --> 00:20:24,560
It has to come from within.

625
00:20:24,560 --> 00:20:25,440
And it's contagious.

626
00:20:25,440 --> 00:20:26,040
Contegious.

627
00:20:26,040 --> 00:20:27,880
Yeah, when you have a team of people

628
00:20:27,880 --> 00:20:31,160
who are passionate about customer service,

629
00:20:31,160 --> 00:20:33,840
it creates this ripple effect that spreads

630
00:20:33,840 --> 00:20:35,440
throughout the entire organization.

631
00:20:35,440 --> 00:20:36,000
Wow.

632
00:20:36,000 --> 00:20:37,640
That's a really cool way to think about it.

633
00:20:37,640 --> 00:20:40,800
And it ultimately leads to happier customers

634
00:20:40,800 --> 00:20:42,200
and a more successful business.

635
00:20:42,200 --> 00:20:44,000
So it's a win-win for everyone.

636
00:20:44,000 --> 00:20:45,000
Exactly.

637
00:20:45,000 --> 00:20:47,160
Well, I think we've covered a lot of ground today.

638
00:20:47,160 --> 00:20:47,920
We have.

639
00:20:47,920 --> 00:20:49,680
We've talked about the companies that

640
00:20:49,680 --> 00:20:52,200
are hiring the skills that are essential

641
00:20:52,200 --> 00:20:55,200
and what makes a customer service experience truly

642
00:20:55,200 --> 00:20:55,840
exceptional.

643
00:20:55,840 --> 00:20:57,040
Yeah, we've really gone deep.

644
00:20:57,040 --> 00:20:59,200
And I hope our listeners have found this deep dive

645
00:20:59,200 --> 00:21:00,760
helpful and inspiring.

646
00:21:00,760 --> 00:21:01,440
Me too.

647
00:21:01,440 --> 00:21:04,520
So if you're thinking about a career in remote customer

648
00:21:04,520 --> 00:21:08,040
service, or if you just want to up your customer service game

649
00:21:08,040 --> 00:21:10,120
in general, remember this.

650
00:21:10,120 --> 00:21:12,120
Be solution-oriented.

651
00:21:12,120 --> 00:21:12,960
Communicate.

652
00:21:12,960 --> 00:21:15,240
Effectively empathize with your customers.

653
00:21:15,240 --> 00:21:18,040
Then go the extra mile to create those wow moments.

654
00:21:18,040 --> 00:21:19,160
Exactly.

655
00:21:19,160 --> 00:21:21,040
And most importantly, always remember

656
00:21:21,040 --> 00:21:23,480
that it's about making people feel good.

657
00:21:23,480 --> 00:21:24,680
That's the heart of it all.

658
00:21:24,680 --> 00:21:25,160
All right.

659
00:21:25,160 --> 00:21:27,200
That's it for this episode of The Deep Dive.

660
00:21:27,200 --> 00:21:28,280
Thanks for listening, everyone.

661
00:21:28,280 --> 00:21:30,800
We'll see you next time.