The Bravest Customer Service Leader
with Christiane MĂĽller
Christiane MĂĽller from ABOUT YOU takes us behind the scenes of managing customer service for a major e-commerce player with a global presence.
Episode Summary:
In this episode of Cards Against Complexity, Christiane MĂĽller from ABOUT YOU takes us behind the scenes of managing customer service for a major e-commerce player with a global presence.
She shares insights into tackling complexity, embracing technology, and keeping teams (and herself) motivated in a fast-paced, fast-changing environment.
Key Highlights:
- Operate globally, think locally: Christiane discusses the challenges of supporting around 30 markets with localized customer service while maintaining a consistent, global brand experience.
‍ - Dive in head-first: Christiane emphasizes a "dive in" and "fail fast" approach to implementing change in customer service tech, starting with small pilot programs to gather feedback and refine processes. She stresses the importance of not aiming for perfection, and anticipating mistakes, which can be converted into learnings and growth.
‍ - Make (and appreciate) improvements: Christiane’s team evaluates quick wins versus long-term investments to bring immediate value for customers, agents, and the business. Most importantly, she reminds us to consciously stop and take a moment to appreciate what we've achieved.
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