Chris Taylor

VP of Customer Ops @Tyk_io | Supporting critical API Infrastructure & delighting users in B2B tech | Customer Success, Experience, Support

Remote work advocate

[Chris Taylor @christaylorcx]

@birdsarentreal @MoosaTayler

[Chris Taylor @christaylorcx]

dub-API if you will

I’ll be running this event next week on #dubai - come chat API management

#apimanagement #api #dubaitech

[Tyk @tyk_io]

We'll be having our first in-person meetup next week in Dubai! 🇦🇪

Join us to talk about the essentials of API management on the 25th of January, 7 pm (GST).

Register now!

https://t.co/Ce3LLUW3zA

[Chris Taylor @christaylorcx]

Do you think this model could be useful for auditing your customer service organisation?

There's a more detailed summary in this blog: https://t.co/JYQgGs5ZcM

#servqual #customerservice #customerexperience

[Chris Taylor @christaylorcx]

SERVQUAL or the service quality gap model is a useful tool I've used in a bunch of different roles to identify gaps in my customer experiences processes.

[Chris Taylor @christaylorcx]

📞 The Communication Gap

The last gap is the communications gap. It’s essentially the service you promise, through your brand and marketing vs the service actually delivered.

[Chris Taylor @christaylorcx]

📋 The Policy Gap

This is the gap between management’s expectation of a service and their ability to translate that into employee policy.

[Chris Taylor @christaylorcx]

🧠 The Knowledge Gap

The knowledge gap refers to the gap between what a customer expects from your service, to what your management and leadership THINK they expect.

[Chris Taylor @christaylorcx]

What do you do to build better relationships, remotely?

#remotework

[Chris Taylor @christaylorcx]

Whenever someone new joins my team, or the business, I always say the same thing about remote async work.

[Chris Taylor @christaylorcx]

📌 Understand how you like to communicate, and respect other's preferences. At Tyk we have a 'Library of Me' homepage where folks can outline how they like to work in our remote environment.