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

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.

Amazing Business Radio: Marilyn Suttle


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?

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.

How to Create the Most Spectacular Customer Service Disasters


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.

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?”.

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.

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 52

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.

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.

5 Reasons Why Chatbots Fail

Call Center Coach

It leverages Supervised Machine Learning in addition to it’s rule-based construction. The 3rd Generation chatbot adds Unsupervised Machine Learning in addition to Supervised Machine Learning and it’s rule-based construction.

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.

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.”.

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.

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.

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

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 Right Call Center Location: Site Visits, Due Diligence, and Driving to a Final Decision

EPIC Connections

You may need to bring in additional outside resources to help such as architects, general contractors, construction managers and furniture vendors.

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?

Disrupter No. 7: Social Profiling


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.

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?

 “It’s Complicated” (But Aspect has an answer to multichannel forecasting)


Today leading workforce management vendors deal with this complexity by employing PhD level mathematicians to construct dozens of forecasting models, each based on different inputs and assumptions. In 1917 Danish mathematician A.K.

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.

Beware of Snake Oil and Hiring Assessments

Toister Performance Solutions

This exercise will help you construct a more accurate hiring profile than the generic one provided by your vendor. One question I'm often asked is what hiring assessments do I recommend for screening customer service employees. I'm always cautious about these, as some assessment vendors seem like the modern-day equivalent of a snake oil salesperson. "It It will cure anything," they say, even though it actually won't. It can be hard to tell the difference between a good and bad assessment.

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.

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.

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.

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.

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.

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?

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 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.

Do You Have a Secretly Toxic Employee Problem?

Beyond Philosophy

They often disguise their toxicity as “constructive criticism” or calling themselves “realists.” Toxic employees are people who poison the culture at work. Some of them are outright toxic, vocal in communicating it.

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.

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.