Callminer

APRIL 30, 2020

Given the often-hectic nature of call-based customer support, it is not at all uncommon for conflicts to arise with confused or otherwise frustrated customers. The most successful companies have solutions in place for monitoring customer interactions and analyzing customer sentiment. Be sure to apologize.

Customer Service 273

Customer Service Scripts Construction Feedback 273

ShepHyken

NOVEMBER 7, 2016

Each week I read a number of customer service articles from various online resources. What’s stopping your customers from being loyal? Graham Jones) Most business leaders appreciate that 80% of their profits come from 20% of their customers. Keeping loyal customers is the “holy grail” of business. by Graham Jones.

Customer advocacy 310

Customer advocacy Customer Service Marketing Management 310

Beyond Philosophy

FEBRUARY 15, 2024

Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. In my experience, many organizations fail to evoke a specific customer emotion. In my experience, many organizations fail to evoke a specific customer emotion. People tend to lash out when angry.

Customer emotions 221

Customer emotions Call Center Customer Experience Customer Support 221

ShepHyken

APRIL 28, 2023

This week, we feature an article by Marcelle Santos, a copywriter at TextExpander , a software that helps individuals and teams communicate efficiently and consistently with their customers. She shares why customer standards matter and how your organization can meet them. Raise your customer service standards.

Customer Service 161

Customer Service Accountability Self service Customer Support 161

Toister Performance Solutions

DECEMBER 27, 2018

One thing I like to do is review my blog to see which posts resonated the most with readers. 1: A Hidden Reason to Be Polite to Rude Customers Serving angry, obnoxious, or rude customers is one of the most difficult aspects of customer service. 5 Who First Said "The Customer is Always Right?"

Surveys 59

Surveys Customer Service 59

Beyond Philosophy

JULY 9, 2020

A genuine effort to understand your customers’ emotions is essential to your Customer Experience design. Also, when you can segment based on customers’ behavior and the needs the behavior indicates, you can customize your experience to appeal to each segment.

Consulting 406

Consulting Consulting Marketing Personalization 406

JustCall

OCTOBER 14, 2020

Did you know when is the toughest test for a customer service agent? Well, that's when handling an angry customer. Customers that are at the peak of their emotions and not ready to listen to any of your answers. In the daily life of a customer service agent, less than 3 % in a day is actually angry customers.

Customer Service 103

Customer Service Coaching Management Personalization 103

Abby Connect

JUNE 20, 2023

Handling angry callers can be a challenging aspect of customer service and a source of phone anxiety, but knowing how to deal with angry callers can prevent damage to reputation and loss of profit.

Management 52

Management Customer Service 52

Nextiva

MAY 18, 2020

In customer service roles, we dread one thing above all else: an angry, difficult customer who refuses your help. Demanding customers can ruin your day and make it difficult to solve their problems. Knowing how to handle them can make a significant difference in your life and theirs.

voip 83

voip Sales Marketing Customer Experience 83

Nicereply

FEBRUARY 27, 2020

You will meet angry and frustrated customers that think that you are responsible for their situation. Working in customer service can be stressful and overwhelming. The possibility of needing to handle situations with angry customers daily is pretty high. Remain Calm. Take notes and think about a solution.

Personalization 88

Personalization Customer Service Customer retention Management 88

Nicereply

JUNE 21, 2021

Often overlooked support skills can elevate your service offering to a more delightful, high-quality customer experience. Customer Service is a difficult job. Many customer-facing roles deal with high-pressure situations, emotional customers, negativity and insults, delivering bad news, and many other draining activities.

Coaching 124

Coaching Customer advocacy Technical Support Best practices 124

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

CustomerSuccessBox

MAY 17, 2022

A similar scenario occurs with the customers as well and is no different. So, how do you deal with angry customers? To deal with them, you first need to know what actually happened and the reasons why they’re angry. 4 main reasons that make customers angry. Lack of training in handling difficult customers.

Feedback 52

Feedback Customer Support Customer Service Personalization 52

JustCall

APRIL 3, 2024

It shows more customers are interested in your product or service. But, it also leads to chaotic calls and handling long call queues for customer support and sales teams. It can further lead to a dip in customer experience and a shrinking ROI. When a call surge hits, your sales and customer service teams bear the brunt.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. It was about finding solutions for a customer and finding their pain points ”. A pproach customers with a personalized warm welcome.

Customer Service 341

Customer Service Personalization Sales Technical Support 341

Myra Golden Media

MARCH 6, 2019

Kelly and Gayle King are on my blog today – “It wouldn’t do any good if we both got hysterical, or if we both got very emotional.” ” Customers will rant, verbally attack, and maybe even be intimidating. ” Whilst a customer rants, listen and then label the emotion you’re seeing.

Customer Experience 236

Customer Experience Personalization Call Center 236

ShepHyken

APRIL 10, 2020

She discusses multiple steps businesses can take to further develop their customer engagement strategies. This is where the reality of customer engagement lies. Probably through a customer communication platform, you review the issue that they are addressing, act on it and resolve it for them. What happens then?

Feedback 161

Feedback Personalization Sales Customer Experience 161

ShepHyken

JANUARY 22, 2018

Each week I read a number of customer service and customer experience articles from various resources. 10 Customer Experience Mistakes You Need to Avoid in 2018 by Ronak Meghani. How Customer Service Can Turn Angry Customers into Loyal Ones by Wayne Huang, John Mitchell, Carmel Dibner, Andrea Ruttenberg, and Audrey Tripp.

Customer Service 224

Customer Service Wireless Chatbots Airlines 224

Hodusoft

JULY 27, 2022

How to Handle Escalated Calls in Call Center? For businesses of all sizes, keeping customers happy and satisfied all the time is easier said than done. It’s undeniably true that when a company provides its customers with a product or service, it’s accountable for it. In fact, 91% of those customers simply leave and never return.

Call Center 52

Call Center Interactive Voice Response call center software Surveys 52

Nicereply

FEBRUARY 13, 2023

There are many different types of customers that a support manager may encounter. We looked at the most common personas in support and how to handle them. Customer support teams interact with a lot of customers. Let’s dive into 6 types of customers you meet as a support manager and how to best support each of them.

Management 52

Management Best practices CRM Coaching 52

Nicereply

JANUARY 16, 2023

Every customer service team has to deal with angry customers and haters. Dealing with them is harder than talking to happy and satisfied customers, but these interactions can be valuable—for your company, your team, and for you as an individual. Interacting with people is part and parcel of customer service.

Customer Service 59

Customer Service Feedback Airlines Construction 59

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Read on to learn what our experts had to say about the most useful customer service interview questions for managers.

Management 207

Management Customer Service Consulting Consulting 207

Toister Performance Solutions

MAY 2, 2019

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. And despite years of experience, training, and writing about how to handle these situations, I can't promise I'd do any better.

Real estate 69

Real estate Advertising Personalization 69

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Read on to learn what our experts had to say about the most useful customer service interview questions for managers.

Management 182

Management Customer Service Consulting Consulting 182

Toister Performance Solutions

AUGUST 20, 2020

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. We've all experienced an outrageous customer. They might have been unreasonably angry.

Advertising 83

Advertising Personalization Contact Center Customer Service 83

Global Response

MARCH 20, 2023

If so, it might be time to start reducing your average handle time. Although average handle time might seem like a small—and primarily internal—metric, it can make a big difference on customer satisfaction. your average handle time. A good average handle time is typically around 6 or 6.5

Average Handle Time 62

Average Handle Time Scripts Call Center Interactive Voice Response 62

Ann Michaels and Associates

OCTOBER 20, 2023

Crisis Management: The policy can outline procedures for handling social media crises, such as negative comments, online attacks, or PR crises, to ensure a coordinated and effective response. A Blog Post from eChatter , a division of of Ann Michaels & Associates, explains how an employee can get terminated for a social media post. .

Government 52

Government Education Consulting Consulting 52

Upstream Works

NOVEMBER 30, 2022

There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms of customer service. This is not a promising scenario for contact centers looking to make customer experience (CX) a differentiator for their company.

Customer Experience 78

Customer Experience Chatbots Contact Center Morale 78

ProProfs Blog

DECEMBER 24, 2019

What makes live chat scripts so important for sales and customer service? To realize all the benefits of live chat scripts, you need to understand the importance of chat etiquette for your customers’ experience and satisfaction. Useful Customer Service Scripts Templates And Examples. Customer Service Greetings Scripts.

Scripts 133

Scripts Sales Customer Service Accountability 133

Customer Service Life

NOVEMBER 5, 2018

Not a week went by that she didn’t shed tears after hanging up the phone with a customer. To metaphorically be coated in “Scotch Guard” and let the angry words spewing out of customer’s or coworker’s mouths roll right off like nothing ever happened in the first place. Photo cred: Ban.do.

Contact Center 107

Contact Center Feedback Customer Support Customer Service 107

Toister Performance Solutions

APRIL 4, 2019

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. Or perhaps you've observed one of your employees avoiding ownership when serving a customer. They never have enough cars."

Customer Service 77

Customer Service Advertising Personalization Management 77

BlueOcean

FEBRUARY 27, 2018

You are out there setting the standard for others to follow (And please, get in touch so we can get you signed on for a guest blog spot). If you answered “no, our social customer care is most definitely not kicking ass” – don’t worry, you’ve come to the right place. Social Customer Care Cannot Be Ignored.

Customer Service 79

Customer Service Customer Care outsourcing Contact Center 79

Toister Performance Solutions

JULY 30, 2020

It's the ability to politely, yet quickly move along a customer service call. These skills were originally a big part of call center agent training back when talk time, or handle time, was considered an essential metric. Customers don't want to waste time. Customers don't want to waste time.

Contact Center 77

Contact Center Call flow Customer emotions Accountability 77

Nicereply

MAY 2, 2022

All jobs are stressful to some degree, but it’s particularly tough for customer support agents. Working in customer support involves a high level of job-related stress. Your support team is emotionally responsible for the well-being of your customers, and constantly demonstrating empathy all day can lead to fatigue.

Morale 98

Morale Customer Support Feedback Management 98

Callminer

MAY 11, 2020

Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. lose it and fight with the customer…”.

Management 273

Management Customer Experience Customer Service Coaching 273

TeleDirect

MARCH 4, 2023

When hiring your call center agents, you need to know if they have good skills in customer service. In this article, we’ll help you determine these essential customer-facing skills. This can be a tall order—after all, customer service is a complex (and incredibly important) facet of the business. It also means being forthright.

Call Center 62

Call Center Call center experience Customer Support Customer Service 62

ProProfs Blog

JANUARY 17, 2020

Every single company in the world wishes to offer delightful customer service. . But, a lot of companies don’t have a plan in place when things go wrong during the customer service process. This is one of the biggest examples to date that emphasizes on the importance of customer service recovery. . Let’s take an example.

Customer Service 146

Customer Service Feedback Surveys Customer Support 146