Beyond Philosophy

JANUARY 14, 2015

Then the dreaded words come – “you’ll have to call customer service with your receipt number and they will credit you.” What it really is. Sometimes you may get three bonus words at the beginning of this phrase – “I’m sorry but…” Yeah, but that doesn’t help much, does it? Since you’re not sorry enough to fix it.).

Customer Experience 411

Customer Experience Accountability Consulting Consulting 411

Nicereply

MARCH 23, 2021

Plus, if you’re only getting news from your vendors, you might not be getting the full picture. Having a well-rounded collection of sources can help your team identify new opportunities for improvement and up your customer service game. Plus, it’s really nice to be inspired every now and then!

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Nicereply

JANUARY 25, 2022

You crave those moments when you exceed your customers’ expectations and successfully carry out your brand vision. On the flip side, there’s nothing worse than failing your customers and not living up to your customer service goals. Failing to own up to your mistakes (e.g., We’re so sorry.

Best practices 105

Best practices Accountability Customer Service Personalization 105

Beyond Philosophy

AUGUST 21, 2017

From the future of regulatory issues to whether the new manager you hired is going to work out, there are many things in business – both internal and external – that are beyond your control. Assemble the information you can and make your best decision, based on what you know. Have confidence in your own abilities.

Consulting 351

Consulting Consulting Healthcare Coaching 351

Nicereply

JANUARY 2, 2023

Some of these situations can be difficult to find the right words for to get your point across, while still being polite. We’ve added tips and tricks so you can make them your own. Please feel free to use any of these replies, but make sure you edit them according to the situation and your company brand to humanize your support.

Customer Service 105

Customer Service Engineering Accountability Feedback 105

Lumoa

OCTOBER 15, 2023

of respondents mentioned that the other departments didn’t really see how CX initiatives made a difference. Rather than enhancing your customers’ experiences (the initial reason for gathering feedback), you might inadvertently create more frustration and dissatisfaction.

Feedback 83

Feedback Analytics Surveys Benchmark 83

Beyond Philosophy

SEPTEMBER 20, 2018

Let’s say the customer asks your employee for something, something they want. Your employee gives it to them, of course, but leaves out the fact that they can’t have it by the time they specified or that it costs more. Marriott believes if you treat your customers well, then your employees will treat customers well.

Construction 341

Construction Consulting Consulting Customer Experience 341

ProProfs Blog

DECEMBER 24, 2019

And how does their use impact your business performance? To realize all the benefits of live chat scripts, you need to understand the importance of chat etiquette for your customers’ experience and satisfaction. However, you should make a difference in the way you greet your new visitors and those who repeat a visit.

Scripts 133

Scripts Sales Customer Service Accountability 133

Nicereply

SEPTEMBER 15, 2022

There is nothing worse than using one of these support phrases and make your customers really angry. Running a business is a stressful job, and even if you are doing everything you can to keep all your customers happy, you’re bound to suffer some meltdowns. Your reps should never, ever say this phrase to your customers.

Best practices 98

Best practices Customer retention Customer Support Customer Service 98

Beyond Philosophy

MARCH 12, 2015

If you have ever done these then I am sorry to say you need to join our club or irrational people. Pushed a button on an elevator several times when you really know it won’t make the elevator come any faster? Have you ever tried to fix an appliance by striking it with the side of your fist, like the character Fonzie in Happy Days?

Customer emotions 417

Customer emotions Journey mapping Customer centricity Customer retention 417

Beyond Philosophy

JANUARY 12, 2022

For example, when you call into a contact center today, you will probably hear some version of the following message, “We are sorry. Your customers are people, so that means they are complicated. We’ve seen Customer Experience change over these past couple of decades, which is not unusual.

CRM 348

CRM Technology Personalization Contact Center 348

Global Response

MARCH 27, 2023

If your customer service team needs to boost your communication efficiency, our team of customer experience experts put together our four key principles of effective customer communication along with ten specific customer service phrases to avoid —and what to say instead. We’d love to find you something that’s a better fit.

Customer Service 62

Customer Service Scripts outsourcing call center software 62

Nicereply

JUNE 8, 2021

Word choice and language can have a big effect on how you make a customer feel when talking to your service reps, so you should consider them carefully. Word choice and language can have a big effect on how you make a customer feel when talking to your service reps, so you should consider them carefully. I’m sorry.

Customer Service 71

Customer Service Calibration Scripts Feedback 71

Nicereply

MARCH 13, 2020

Use strong, clear language when writing your support email. As a business, you’re probably well aware that the days where customers call up to communicate with your business are slowly disappearing. But to send out the best support emails, you need to ensure that your writing skills are spot on. Tone matching. Help Champion.

APIs 101

APIs Accountability Customer Support Technical Support 101

Nicereply

MAY 29, 2023

Enhance your team’s service performance today! Given the choice, your customers would choose your live chat option 100% of the time. Giving your team the tools and training to efficiently deliver great chat experiences is essential to your live chat success. Okay, okay, maybe I’m projecting.

Scripts 52

Scripts Customer Service Feedback Personalization 52

Beyond Philosophy

JANUARY 18, 2017

Now 20 years later, more people fly on airlines that look like Spirit over there – people really love low fares.”. Are we going to say sorry for our lack of customer service?” A leopard can’t change its spots, and if you are immersed in a culture that is toxic to customers, you can’t alter it just by changing your baggage policy.

Airlines 305

Airlines Consulting Consulting Customer centricity 305

Call Center Weekly

FEBRUARY 5, 2018

What about someone who won't tell the truth about things that might impact your livelihood? Loyalty also means protecting your employees from irrational requests and demands of employees that report to them. Leaders who have confidence don't have a problem with integrity. They know they're not perfect. Yet, it's not always accurate.

Finance 288

Finance Consulting Consulting Education 288

Beyond Philosophy

APRIL 17, 2017

Who would have thought you could be beaten up for insisting on your right to use an airline ticket you paid for? United Has Shown That It Doesn’t Really Care About its Passengers. Share your thoughts in the comments box below. The treatment this man received was deplorable. If it were my daughter, I’d be furious.

Airlines 276

Airlines Customer centricity Consulting Consulting 276

Customer Service Life

AUGUST 22, 2018

This article was originally published on the FCR blog on July 17, 2018. After a bit of investigation you discover that one of your engineers tripped over a network cable, causing service to go down for this and many other customers. Upon realizing that this was 100% your company’s fault, do you apologize? Two Schools of Thought.

SaaS 68

SaaS Engineering Customer Service Contact Center 68

TeleDirect

MARCH 4, 2023

Regardless of what type of business you run or what industry you’re in, one thing remains true: your customer interactions are at the foundation of everything you do. Words matter, and how your team speaks to your clients and leads is important. Understand Your customers want to feel heard. Sounds scary?

Customer Service 62

Customer Service Call Center Scripts Call center experience 62

NICE inContact

AUGUST 14, 2019

Ever heard the expression “don’t be sorry, just change?” It’s easy for brands to say or type “sorry,” and that’s exactly what makes the phrase less-than-helpful for customers. That’s why when things go wrong between a customer and a brand, saying sorry isn’t enough. Sure, you have. Satisfaction is so last century.

Customer Service 55

Customer Service Personalization Cloud contact CRM 55

NICE inContact

AUGUST 14, 2019

Ever heard the expression “don’t be sorry, just change?” It’s easy for brands to say or type “sorry,” and that’s exactly what makes the phrase less-than-helpful for customers. That’s why when things go wrong between a customer and a brand, saying sorry isn’t enough. Sure, you have. Satisfaction is so last century.

Customer Service 54

Customer Service Personalization Cloud contact CRM 54

OctopusTech

JUNE 23, 2019

Sometimes you have no idea how to solve a certain issue then it’s better to take the time and consult with your team-mates or senior staff. Do not admit directly these words “I can’t solve this problem, sorry”. And the reason is that it’s really not easy. Sorry, we don’t have this feature at this time.

Customer Service 85

Customer Service outsourcing Consulting Consulting 85

Nicereply

FEBRUARY 13, 2020

It’s often misconceived as stepping up for the team and letting your own expectations or goals slightly lapse. Turns out: humility is one of the best possible things that you can do for yourself, your team and your customers, and it doesn’t have to include wiping away your own needs to make it work.

Engineering 80

Engineering Surveys Management Technology 80

Nicereply

NOVEMBER 7, 2023

You’ve just gotten promoted to manager of your customer support team, and you’re thriving. You’re great at optimizing processes, devising new programs to improve the customer experience, and you love collaborating and developing your team. Suddenly, your confidence wanes. To every meeting?

Feedback 59

Feedback Construction Scripts Engineering 59

JustCall

OCTOBER 14, 2020

Customers that are at the peak of their emotions and not ready to listen to any of your answers. In this blog post, we share strategies on what to do when dealing with irate customers, including tips, examples, and personal guidance to turn the difficult interaction around. It is all about your gut. Assure them of your strategy.

Customer Service 103

Customer Service Coaching Management Personalization 103

Nicereply

AUGUST 10, 2022

To give the best customer experience, you need to ensure that your writing skills are spot on. As a business, you’re probably well aware that the days where customers call up to communicate with your business is are slowly disappearing. Speak Like Your Brand. So, here are seven essential writing skills you need to know.

Advertising 98

Advertising Banking Customer Service Customer Experience 98

Russel Lolacher

MAY 7, 2023

“That’s a pretty good sign of psychological safety that people talk really openly and share those even half-baked ideas without getting shut down or embarrassed by their peers.” And of course, it was the one pier that I had not really gotten along well with before. I mean, I was never really trained in leadership.

Feedback 102

Feedback Engineering Personalization Consulting 102

Kayako

OCTOBER 8, 2015

Conquer your support mistakes. Customer support is all about communication, and it’s really important that we get it right. We wrote about this in our blog post on the art of talking happy – communication is not just about language, but about tone of voice too. How to increase productivity to decrease customer touch time.

Customer Support 90

Customer Support Self service Customer Service Customer Experience 90

CX Accelerator

APRIL 30, 2018

Do you ever find yourself asking, “Does this person really exist?” But, alas, I have good news for you – they DO exist, and they’re on your floor right now. In order to provide the best possible customer experience, you must first provide the best possible environment for your CSRs. because you’re going to need one!

Journey mapping 140

Journey mapping Airlines Morale Call Center 140

ProProfs Blog

DECEMBER 28, 2020

“Your people keep directing me from one person to another.”. “I I bought your product but it doesn’t deliver what it promised.”. “I If you’ve heard such customer concerns lately, then it means they’ve been through a bad customer service experience with your brand. I haven’t heard a darn thing!”. But there’s more to the story.

First call resolution 141

First call resolution Customer Support Feedback Personalization 141

Mindtouch

MAY 4, 2018

The term brings to mind traditional examples like pumping your own gas (sorry, New Jersey), or vending machines that sell beer (sorry, bartenders). It can be optimized for search – Because your customers probably aren’t searching your website, at least not before they try Google Search first.

Self service 78

Self service Engineering CRM Customer Support 78

Expivia

FEBRUARY 27, 2021

Luckily, there are a couple of fun games you can play to shake up the everyday routine in your call center. Ready to level up your call center? Try these 23 different call center games to improve your workplace energy and customer engagement. . Your employees will bring the joy they experience to their work.

Call Center 98

Call Center Entertainment Morale Sales 98

ProProfs Blog

DECEMBER 24, 2019

And, how are live chat best practices for customer support a positive activity if your website visitors give your live chat support such a low rating? Use Live Chat Best Practices To Build Seamless Experience For Your Customers. With a list of 17 live chat best practices, your business can really skyrocket its sales.

Best practices 120

Best practices Customer Support Sales CRM 120

Natalie Petouhof

JANUARY 12, 2022

Sympathy is about feeling sorry for someone else’s misfortune. You can be sympathetic without being empathetic (“I’m sorry for what you’re going through — I can’t imagine what it’s like”). Original Article Published on Martech.org by Kim Davis. A history of efficiency. Don’t confuse it with sympathy.

Customer Experience 52

Customer Experience B2B B2C Benchmark 52

Horizon CX

MARCH 19, 2022

But I digress, that’s another topic for another blog. Enter the dreaded phone tree; “Please listen carefully to the following 17 options as many of them have changed” followed by some other recorded messages that have no relevance to you or your reason for calling. Your approximate wait time is 16 minutes.”

Surveys 52

Surveys Interactive Voice Response Average Handle Time Wait times 52

Nicereply

OCTOBER 24, 2022

matter what your occupation is, you are also a customer. It must be easy for you to remember all your worst experiences, but no doubt you also remember the best ones. In this blog post , we will take a look at some of the best customer service examples of 2022. But what if your customer service solely works online?

Customer Service 52

Customer Service Feedback Personalization Surveys 52