Guest Blog: Surviving Poor Customer Service: 10 Lessons Learned

ShepHyken

Sharing some of the customer-service snafus with friends and colleagues, we’ve discovered that these happenings are all too common for the construction industry. Customer Experience Customer Service communication construction industry poor customer service

Putting Humanity in Contact Centers

Customer Relationship Metrics

The reasons behind millennials’ desire to enhance their skills and to further their careers is a great opportunity when a constructive process exists. Get a Constructive Process. While technology may have helped to automate these practices, the constructs are relatively the same.

A Learner Centered Approach: Retaining Your Tenured Employees Through Client Transition

Call Center Weekly

Recognize every contribution by paraphrasing or clarifying your understanding and it will encourage more constructive dialogue.

BIM for Reinforced Concrete – Rebar clash prevention

Branch Mesenger

There are many practical reasons why having rebar clashing on a construction site is highly undesired, causes serious project delays and therefore significantly increases project cost.

Resourcing up the silos – Beth Richardson investigates the world of customer experience job vacancies!

ijgolding

The way you construct and name job a title is a reflection of the way you do business. The words customer-centric and silos do not sit happily in the same sentence. Silos harm culture and damage customer experiences. And they hold businesses back.

NPS measures success, enables us to practice what we preach

Robert Davis

The feedback provided was positive and constructive and presented in a way that immediate actions can be taken. By Larry Hunt , Vice President and Practice Leader. At Robert C.

Coaching on the Positive: 3 Steps to Enhance Contact Center Performance

inContact

Lead with those positives, and then provide constructive feedback related to the performance gaps on your mind. Increasing positivity in your coaching may not happen overnight, but building self-awareness and asking for constructive feedback is a great way to start.

20 Critical Thinking Keys to Customer Experience Excellence

Win the Customer

The CONSTRUCTION Key – Construct a new customer service process and list requirements. Developing our creative potential will strengthen our ability to cope with the daily change that is required for customer experience excellence.

Three Steps to Being Confident and Prepared When Talking to Employees About a Problem

Myra Golden Media

So, last night I had the idea to coach my son using the same three-step method I tell my clients to use when they have to help an employee through a problem or to give someone constructive feedback. Most managers don’t give employees the constructive feedback they need to develop and grow.

8 Leadership Strategies From An Influencer

Beyond Philosophy

6. Embrace conflict, but make it constructive. Childhood bullying gets a lot of attention these days, but bullying and other bad behavior can be just as destructive in the workplace as on the playground.

5 Strategies for Improving Call Center Coaching Sessions

inContact

As many managers know, there’s an art to delivering constructive feedback to employees. When presenting constructive criticism to an employee, numbers are extremely helpful. Every contact center manager wants a team of agents that perform at optimum levels. The path to getting to that point, however, isn’t always easy. While building a strong group dynamic is important, managers must also nurture individual team members with helpful guidance.

How to Create Your Punch List for Quick CX Wins

360Connext

Have you ever lived through a major renovation project or lived through construction of a house or condo? I say “lived through” because it can be harrowing, on a #firstworldproblems level for sure, but harrowing nonetheless.

Amazing Business Radio: Josh Liebman

ShepHyken

He encourages companies to seek out constructive criticism in order to improve their way of doing business. Josh Liebman Encourages Running Toward Complaints, Not Away From Them. When it comes to receiving complaints, there are many people who would view this as a negative occurrence.

Guest Blog: Improve Company Culture By Listening to Your Employees

ShepHyken

Email out an “Idea of the Month” proposed by employees to then open for feedback, constructive criticism, suggestions for implementation, proposed timelines etc.

What is the best scale for customer satisfaction surveys?

Customer Relationship Metrics

Construct Validity and Error Components of Survey Measures: A Structural Modeling Approach. When trying to determine the best scale to use for customer satisfaction surveys, your decision should address these three important areas: What is the data collection methodology?

What is Customer Experience Value Creation?

ClearAction

4th Prerequisite: Value Constructive Feedback. What is Customer Experience Value Creation? Lynn Hunsaker. Customer experience value is seldom quantified from the customer’s viewpoint.

Embedding Customer Centricity: The Customer Experience Jigsaw Puzzle

ijgolding

Yet once the full picture has been constructed, it is both satisfying and rewarding. To be able to construct the jigsaw – you need to define WHAT you want the picture to be – the outcome – the strategy – the BUSINESS & CUSTOMER STRATEGY.

Why is More Important than How In Customer Feedback

Genroe

A well-constructed customer feedback process will inform the organisation of what needs to be done using the most important voice of all and one not often included in strategy sessions: the customer. by BuzzFarmers . Why is a very powerful word.

Is It Time to Create a Hassle Map?

CX Journey

But, as Adrian outlines in a Fast Company article, Hassle Maps: The Genesis of Demand , hassle maps can be mental constructs (journey maps are not) or literal maps.

6 Thinking Hats You Need to Master CX Initiatives

Win the Customer

Yellow Hat – LOGICAL POSITIVE support; focus on optimism, benefits, what’s good, being constructive. Mastering CX initiatives requires professionals who wear multiple hats as they consider the needs of their organization and the success factors of CX programs.

It’s Time to Be Rational About Your Irrationality

Beyond Philosophy

We feel frustrated, scared, or stressed, and pounding/pressing/tap-tap-tapping feels satisfying, even though rational thinking dictates this behavior is not constructive—and usually makes it worse! You are irrational. Your friends are. Your manager is. I am, too.

How to Succeed at Your New Job

Beyond Philosophy

8. Find constructive ways to say “No.” On his first day on the job as U.S. Secretary of State, Rex Tillerson stood before a crowd of State Department employees and introduced himself. “Hi, Hi, I’m the new guy.”.

NEC and Frank Viola - "Raising a Family" - My Q&A on Frank's Retirement

Jon Arnold

At the end of the day, it’s all about the constructive working relationships and the friendships that helped solve issues and move in a forward direction. 37 years is a long time to be doing anything, and careers this long are unheard of these days in the corporate world.

Unbelievable Violation By World Renowned Bank – Record Fines!

Beyond Philosophy

If they can construct KPIs that do not push products on customers that don’t want them and reward those that bear this standard, they will have given their organization the cultural makeover it’s clear they need.

Do You Employ Actionability Thinking in Survey Design?

CX Journey

then the question is poorly constructed. Poorly constructed questions result in responses that are not actionable; nobody really knows what they mean.

Customer-Centric Cultures are Made of This

Beyond Morale

Improving well-being is more difficult than constructing a sense of purpose because what causes a higher sense of well-being in individuals is unique. Courtesy of www.AnnieLennox.com. You can travel the world and the seven seas, everybody’s looking for customer-centric cultures.

CCNG 24

Customer Centric Leadership: Are You Investing in the Organisational “Ecosystem” or Your Personal “Egosystem”?

ijgolding

If leaders are more interested in massaging their egos, than dealing with the truth, then it is important to make the truth plain for all to see – not in an insensitive, ‘bull at door’ manner – but in a constructive, sensitive, empathetic manner.

The Ultimate List of Net Promoter® Best Practice Tips

Genroe

Staff need to view the feedback as a way to improve and that will only happen if management use it constructively. Automate your process. Net Promoter was launched in 2003 and since then many, many organisations have used the methodology to drive change in their business.

Why Your Brand Should be a Haven for Your Customers

Win the Customer

The relationships we construct with other people are important to us and we don’t abandon them easily.

5 Reasons Why Customers Can’t Find Your Company Online

Win the Customer

Without the proper website construction and marketing campaign, your business is going to remain lost online. Make sure you work with due diligence during the construction of your website to avoid potential problems down the line. There are several ways to increase your exposure, and most of the methods only require a little time and effort. Paycor notes that according to SCORE, only 51 percent of companies have a website.

Key Steps to Successful Agent Coaching

inContact

Agents will appreciate the discreteness – especially if constructive feedback is given. Many agents and supervisors cringe when it is time for coaching.

How To Get Coworkers to Step-up Their Service

Toister Performance Solutions

And, there's a chance they'll be a bit more receptive when you have some constructive feedback to share! A question I often receive from customer service professionals is "How do I get my coworkers to improve their service?

CX Journey™ Musings: Building Your #CX Cathedral

CX Journey

A man came upon a construction site where three people were working. Image courtesy of chrisinphilly5448 In your CX work, do you focus on the big picture or just on the task at hand?

Monthly Mash and The Omnipresent Customer

Customers That Stick

Getting Employee Buy-In for Your #CX Transformation - You’ve constructed the greatest customer experience. Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. VOLUME 36: October 2014.

SOFiSTiK | 2018 – presentation day in London

Branch Mesenger

The “SOFiSTiK | 2018 – presentation days” are aimed at entrepreneurs, interested structural engineers, and experienced SOFiSTiK users who want to learn more about the latest developments in construction planning.

Weathering the Negativity Storm

CX Journey

Alleviate fear or feelings of powerlessness by focusing the complainer’s energy on constructive - or at least non-destructive - efforts. Smiling through the misery on summit of Ben Cruachan Today I''m pleased to present another guest post by Sarah Simon.

How to turn a great customer experience into a terrible one: Hammonds, the fitted furniture company

ijgolding

Ciara is standing in her bedroom – in front of half constructed ‘built in wardrobes’ For the last two years we have been promising to renovate her bedroom. I am often asked how I find so much to write about on the subject of Customer Experience.