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

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.

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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.

Evolution of Hyperloop: Propelling innovation the Elon Musk way

hackerearth

“Travel anywhere on earth in a rocket under an hour.” Elon Musk revealed his vision for the new transport system at the International Astronautical Congress (IAC) in Adelaide, Australia. He said the price for a ticket would rival that of an economy airline flight.

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.

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.

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.

The Human Experience (HX) – the result of all other experiences

ijgolding

When I deliver Customer Experience ‘knowledge transfer’ sessions around the world, I regularly joke that all places of work have had a ‘magic vortex’ constructed at the front door – it is invisible to the naked eye.

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.

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?

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.

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.

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.

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.”.

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.

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.

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.

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 Experience Governance: Do This, Not That

ClearAction

Involve executives in reviewing and providing constructive feedback to teams#39; strides in improving CX. Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings.

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.

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.

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?

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.

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.

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.

Understanding Business-to-Business Customers’ Purchase Decisions

ClearAction

You’ll find them in industries such as these: aviation, chemicals, defense, computer hardware, construction, energy, industrial automation, machinery, medical devices, and packaging, just to name a few. Understanding Business-to-Business Customers’ Purchase Decisions.

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 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?

Loving Suppliers for Customer Experience Excellence

ClearAction

Yet, once you receive a proposal you may be backing off, thinking of all the reasons why you shouldn't accept it, or should delay a decision on it, or otherwise, rejecting it without any intent to provide constructive feedback (or any feedback at all) to the supplier.

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

But I didn’t need those, nor the “religion” I was accused of fostering before, as during our work we’ve helped a number of success stories, including: A Construction company increased its profits by 50% and moved from 4th to 1st in market share by focusing and improving its customer experience.

The dos and don'ts of innovation shared by 10 global leaders

hackerearth

Companies such as the construction company Mirvac has separate spaces designated for innovation where people from diverse teams collaborate for projects and workshops, thereby accelerating transformation. What makes us follow, or even idolize, “innovative” leaders?

Why you need extreme constraints to fuel innovation

hackerearth

For productive innovation, you need to construct your constraints very carefully. Have you heard of the “Prakash Lab”?

Hold those employees accountable, not me

Beyond Morale

Why is it that many people in power positions with oversight of many employees are very willing to HOLD people accountable and construct policies, consequences, and punishments but do not want these constraints placed on themselves? Why is it employees want consequences placed on others that they wouldn’t place on themselves? It is very typical that people ask me what my opinion is about certain real-life and hypothetical situations in order to extract my opinion.

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.