Guest Blog: Surviving Poor Customer Service: 10 Lessons Learned


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

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.

Free Conversation Starters for Parent Engagement


While this positive reinforcement may sound encouraging, it doesn’t provide the constructive feedback that students need. Help parents engage in their child’s learning with a free printable handout of 17 parent conversation starters.

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.

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.

Building a Training Strategy

Call Center Weekly

That reminds me of the freeway construction that never ends – once one end is finished, they start all over again at the other end because traffic has outgrown the infrastructure.

The Blind RFP


But, what is the methodology used to construct the RFP recipient list? There are dozens of reasons why companies issue an RFP for call center services. Which vendors are on the list and why? Has the client narrowed the list by pre-screening vendors? Or, is the RFP issuer simply casting a wide net to a multitude of suppliers? I’d like to explore the subject of blind vs. pre-qualified RFP distribution and distill different points of view

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.

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 Create Your Punch List for Quick CX Wins


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.

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


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.

Amazing Business Radio: Josh Liebman


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.

Looking Ahead to the Customer Service of Tomorrow


Imagine having a highly-skilled agent from IKEA standing next to you in a virtual meeting space, physically showing you how to construct the jigsaw puzzle that is your new bookshelf. It can be overwhelming to thi nk about how quickly contact centers have changed over the past few years.

55 Improvements I Hope You Make To Your Customer Experience

Myra Golden Media

Give employees constructive feedback on their service interactions. True nobility isn’t about being better than someone else. It’s about being better than you used to be. Wayne Dyer said that. Always speak in complete sentences. Don’t say, “Zip code?” Say, “May I have your zip code, please?”.

Top Workplace Best Practices for Contact Centers


Give all employees a voice – welcome constructive input, feedback, suggestions and recommendations. Top Workplace Best Practices for Contact Centers . The workforce is a “mash-up” of diverse multi-cultural and multi-generational personnel.

5 Things Customers Expect from a Modern Contact Center

Revation Systems

The modern contact center must be constructed with these expectations in the design, given that 76 percent of customers claim they will terminate a business relationship based on a negative experience.

Creating Quality Customer Service Interactions With DiSC

Customer Centric Support

Within seconds, the analyst must ascertain the communication style of the customer and construct their message accordingly. Using DiSC in a customer service context to enhance both the customer and the agent experience.

5 Strategies for Improving Call Center Coaching Sessions


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?

9 Contact Center Interview Questions (and Answers to Look For)


4) Tell me about a time where you received constructive criticism. It’s always interesting to hear how people handle constructive criticism. If you’re on the hunt for great talent, you’ll appreciate how time consuming the hiring process can be.

The Psychology Behind Why Customers Hate Waiting


They let each customer physically see their burger being constructed at the assembly bar, giving them the opportunity to select each topping right on the spot. As humans, we’ve all had to endure the seemingly torturous act of waiting.

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.

Enhancing Customer Service Interactions With DiSC

CX Accelerator

Within seconds, the analyst must ascertain the communication style of the customer and construct their message accordingly. Using DiSC in a customer service context to enhance both the customer and the agent experience.

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


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.

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.

One and Done: First Contact Resolution

Service Agility

QA specialists are in a better position to evaluate a contact for FCR than the rep, and it is easy to construct feedback tools that track reasons why calls were not resolved right in a monitoring form. Originally published in Contact Center Pipeline, May 2012 Have you ever picked up the phone to call a business, all the while thinking "I sure hope they are unable to handle my issue during this call and I need to call them back at least once to get this resolved"? Of course not.

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.

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.

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.

14 Questions you Need to ask when Considering Call Center Consolidation

Taylor Reach Group

How will we construct the operational dashboard and disseminate this information within the Center and to the business units the Center serves? By: Colin Taylor. Consolidating Contact Centers. Organizations today look across their customer-facing organization and see a cluster of Call Center or Contact Center activities: sales, technical support, customer service, returns, billing, collections etc. These Call Centers can exist in a company’s divisions or operating companies.

Embedding Customer Centricity: The Customer Experience Jigsaw Puzzle


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.

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.”.

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


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.

What is Customer Experience Value Creation?


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

Faces of Customer Experience: Becky Lollar

Customers That Stick

I had to learn how to plan and conduct conferences during which we would have constructive conversations about individual and parent-teacher “team” objectives and desired outcomes. Meet Becky Lollar !

Guest Blog: Improve Company Culture By Listening to Your Employees


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

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 You can travel the world and the seven seas, everybody’s looking for customer-centric cultures.

Machine Learning or Linguistic Rules: Two Approaches to Building a Chatbot


And the rules you define are language-independent, so once the rules are constructed, the bot immediately understands all languages the engine supports. “It gets better over time” may be the leading slogan for artificial intelligence (AI) these days. It’s also the technology’s biggest excuse.