02. Insights Into Virtual Customer Service with Kayle Rattigan

In this episode, I’m joined by Kayle Rattigan, Head of Customer Service at Sky Betting & Gaming. We talk about Kayle’s introduction to customer service, starting in a hair salon, how not to overcomplicate customer service, Kayle’s hiring strategies putting personality over qualifications, and the adaptation to ‘online’.

Kayle shares some really invaluable insight into virtual customer service, looking at the tone of voice in messages, how to engage with staff virtually and his thoughts on whether robots will take over customer service, and his experience using automated customer service products.

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“Gavin worked with Alphabet on our programme to Perfect the Alphabet Customer Experience (PACE). Gavin was a vital part of a programme which empowered and enabled over 400 employees to be part of a cultural transformation to drive change in our customer approach. As a result of the PACE programme we’ve seen a significant uplift in customer satisfaction and greater levels of collaboration and co-ordination across the business, as well as winning a number of high profile industry awards for our customer service.”

“Staff feedback ranged from “Eye opening” to “Inspirational”. Since Gavin’s involvement with Union Street we have seen a tenfold increase in the amount of positive customer feedback. Our Leaders are more effective than what they ever have been.”

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I have helped many businesses create a World-Class Customer Experiences through the work I create, and deliver via Workshops, Presentations and Online Training.

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