Mastering Response Time: Enhancing Customer Service Efficiency

In today's dynamic business landscape, customer satisfaction is a paramount goal for any organization. Rune Rødbro, Chief Success Officer at iPaper, understands this well.

With over eight years of experience in growing iPaper's customer care department and an impressive streak of 199 days with perfect CSAT in 2022, Rune has garnered invaluable insights into creating exceptional customer experiences. In this article, we delve into Rune's wisdom to uncover the secrets of customer success.

The Journey of iPaper:

Before delving into Rune's insights, let's briefly explore iPaper's mission. iPaper is dedicated to helping retail and direct selling companies across 60+ countries transform their catalogs into captivating buying experiences. Rune plays a pivotal role in shaping the post-sales customer journey at iPaper, ensuring customers derive maximum value from their offerings.

Embracing Positivity in Customer Interactions:

One of Rune's key mantras is to "focus on the positive." This philosophy extends beyond mere words; it's a guiding principle that shapes iPaper's customer interactions. When addressing customer concerns or inquiries, Rune and his team lead with gratitude and appreciation. Rather than opening with apologies for potential delays or issues, they express genuine thanks for the customer's patience.

This shift in tone, from "I am sorry for the wait" to "Thank you so much for your patience," has a profound impact. It immediately disarms any potential frustration the customer may have felt and sets a positive tone for the conversation. Rune believes that "focus on the positive" is not about ignoring or dismissing customer concerns but about acknowledging them while emphasizing solutions, benefits, and the positive aspects of the product or service.

The Value of Focusing on the Positive:

Rune's emphasis on positivity is rooted in the belief that it fosters customer-centric communication. By focusing on the positive aspects of interactions, companies can enhance customer satisfaction, build loyalty, and create advocates. This approach showcases the importance of framing conversations to align with the overarching goal of providing exceptional customer experiences.

Productivity Tools:

Rune's productivity is boosted by two essential tools: TextExpander and Alfred for Mac. TextExpander enables him to write efficiently by expanding frequently used text blocks, saving time and effort. Alfred, on the other hand, serves as his personal assistant, allowing him to perform a wide array of tasks using keyboard shortcuts.

AI Sidekick: R2-D2

If Rune were to choose an AI sidekick from the world of movie robots, he'd opt for R2-D2 from Star Wars. Known for loyalty, bravery, and technical expertise, R2-D2's resourcefulness and problem-solving skills make it an ideal companion.

Advice to Peers in Customer Service:

Rune's advice to peers in the customer service industry is to focus on asking the right questions. Rather than merely addressing the customer's immediate request, strive to understand their underlying goals.

By grasping the "why" behind their inquiries, customer service professionals can provide more effective solutions and reduce perceived effort, ultimately enhancing the customer experience.

Current Reading: "Alchemy" by Rory Sutherland

Rune is currently re-reading "Alchemy" by Rory Sutherland. This thought-provoking book explores how subtle shifts in perception and approach can lead to remarkable transformations, making it a valuable resource for those seeking to create memorable customer interactions.

Favorite Emoji: 🥳

In customer chats, Rune frequently uses the celebratory emoji 🥳 to express joy and share positive moments with customers.

Identifying with "Customer Experience":

Rune identifies most with the title "Customer Experience" as it encompasses his mission of creating outstanding interactions and outcomes for customers. At iPaper, every customer interaction is seen as an opportunity to shape a positive experience, making "customer experience" a fitting description of his role.

The Career Path in Customer Service:

Rune emphasizes that working in customer service can pave the way for an enriching career. It equips professionals with a profound understanding of customer and business challenges, teamwork, and problem-solving skills. This experience can serve as a stepping stone to various roles in customer success, product management, development, or management, providing a unique advantage in these fields.

Rune Rødbro's journey as Chief Success Officer at iPaper offers valuable insights into fostering customer success. His emphasis on positivity, curiosity, and customer-centricity underscores the importance of creating exceptional customer experiences. As businesses continue to prioritize customer satisfaction, Rune's wisdom serves as a guiding light on the path to success in the realm of customer service and experience.

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