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

Trying to Hire Millennial Employees for Customer Service Roles? Make Sure You’ve Mastered These 3 Things First.

Myra Golden Media

Offer feedback, both constructive and encouraging, consistently and genuinely, and you’ll be giving Millennials precisely what they’re seeking. And when you’ve hired the best Millennials, give them constant and genuine praise and constructive feedback.

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.

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.

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.

The Blind RFP

CustomerServ

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

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.

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?”.

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.

Free Conversation Starters for Parent Engagement

FreshGrade

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.

How to Create the Most Spectacular Customer Service Disasters

360Connext

There was no way you could construct a crown small enough for them. Or maybe you did construct crowns for your sea monkeys? Humans disappoint one another. We do it all the time. We disappoint when we don’t show up for someone’s big event.

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.

How to Improve Your Employee Net Promoter Score

Satrix Solutions

Measuring Employee Net Promoter Score opens the door for honest and constructive dialogue between employees and their managers. Rather than finding out how employees feel about working for your company at the water cooler, why not go directly to the source and ask?

De-escalate The Most Demanding and Challenging Customers In 3 Steps

Myra Golden Media

Your aim is to defuse emotion and steer the interaction into constructive dialogue. In a few weeks, I’ll be delivering my popular 3-Step De-escalation Workshop at Customer Contact Week in Las Vegas. Attendees in my session will learn precisely how to de-escalate with extremely challenging customers. If you’re in the Las Vegas area on June 21, check out my course and please say hello to me before or after the workshop.

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.”.

What can we do to attract candidates for contact center agent job openings?

DMG

Here are a few reasons to consider increasing agent pay: Higher-paid agents are likely to be more engaged and invested in the organization’s success, e.g., delivering an elevated customer experience, providing constructive feedback, sharing ideas for innovation, etc. Question: What can we do to attract candidates for contact center agent job openings?

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.

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.

How to Measure Customer Satisfaction in 6 Easy Steps

OctopusTech

Though this type of surveys has little response rates, whatever results you get from whomever customers that wish to answer will greatly help you to build a constructive feedback.

Call Center Quality Assurance Best Practices for Empowering Agents

DMG

Encourage coaches to share positive feedback as well as constructive criticism. Call Center Quality Assurance Best Practices for Empowering Agents. 7/23/2018. By Donna Fluss. Contact center quality assurance (QA) remains a high-value application, particularly when it’s done right. Effective QA programs actively engage their agents at all stages of the program, including development, roll-out, calibration and continuous improvement.

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.

Amazing Business Radio: Marilyn Suttle

ShepHyken

Hearing from a peer, even if it is constructive feedback, has a better impact on employees. Color Your Customers’ World. How can you create strong customer loyalty while staying inspired?

Disrupter No. 7: Social Profiling

HGS

A reliable source for vital customer information, social profiling is an important tool in constructing effective personalization and customer segmentation strategies. Disrupter No. 7: Social Profiling. By Lauren Kindzierski, HGS VP of Solutions and Capabilities.

The iPaaS Revolution: Call Centers and Next-Gen Integration Tools

EPIC Connections

These scenarios are possible because iPaaS can take those Alexa-like technologies and easily construct an automated process across all your customer service applications.

APIs 40

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.

How to Reduce Agent Turnover in Call Centers

Zingtree

Provide your supervisors and managers with skills on how to identify the level of help needed by their agents, how to provide constructive feedback, and proper coaching skills that can elevate not only the agent’s skills but confidence as well.

How to Build a Supervisor Dream Team in Your Contact Center

Call Center Coach

Constructing a Supervisor Success Path focusing on the six core competencies using various learning methods in a framework is how you build a supervisor Dream Team that actually prevents problems from happening. How would you describe your contact center supervisors? Ineffective? Uncertain? Overworked? Undertrained? Dream team?

How to Build a Supervisor Dream Team in Your Contact Center

Call Center Coach

Constructing a Supervisor Success Path focusing on the six core competencies using various learning methods in a framework is how you build a supervisor Dream Team that actually prevents problems from happening. How would you describe your contact center supervisors? Ineffective? Uncertain? Overworked? Undertrained? Dream team?

?? Pepsi Taps Roots With SodaStream

Branch Mesenger

Interestingly, only 1 percent of that goes to deskless workers who comprise the majority of the global workforce representing an array of verticals including agriculture, construction, manufacturing and retail. From Kohl's to Home Depot, here's a look at the stories we're reading this week: ??

Looking Ahead to the Customer Service of Tomorrow

Aspect

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.

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.

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.

Target’s Revamped Store Customer Experience Experiments: Culturally, Are They On-Target or Off-Target?

Beyond Philosophy

Wegmans has constructed and sustained a stakeholder-centric culture where the customer truly comes first, and customer experience is the barometer by which it measures success. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

4 Things We Can All Learn from a Retail Customer Experience

Beyond Philosophy

Even in the Business-to-business environment when getting construction equipment serviced, what is the layout of the site? Retailers have been at the forefront for understanding how to use the human brain and emotions to maximize profits from their Customers.

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.

Why Customer Experience Management is Important

Fonolo

Keeping this in mind, we devised a straight-forward method towards effectual customer experience management: Step 1: Construct Consumer Profiles. The global market has become a battle ground where brands fight to win consumers.

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.

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.

Top Workplace Best Practices for Contact Centers

DMG

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.

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.