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

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.

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?”.

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.

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.

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


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?

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.

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.

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.

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.”.

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.

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.

Why is More Important than How In Customer Feedback


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.

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 Experience Governance: Do This, Not That


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.

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?

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.

Key Steps to Successful Agent Coaching


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

The Ultimate List of Net Promoter® Best Practice Tips


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.

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?

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.

Understanding Business-to-Business Customers’ Purchase Decisions


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.

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.

Loving Suppliers for Customer Experience Excellence


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.

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


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.

How to Ensure Customer Experience is a Key Element of Your Business Strategy 


This month, in my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric.

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.

Customer Experience for the Future — Key #5: Momentum Drives Company Growth


Let them submit their achievements to a panel of executive judges who provide constructive feedback. Customer Experience for the Future — Key #5: Momentum Drives Company Growth. Growth requires fuel. New customers and returning customers are the fuel of company growth.

Do You Have a Funny Bone? The 3 Vital “Bones” Required by All Customer Experience Leaders!


Our bodies would not be able to stand up without the bones that construct our very being – so how apt it is to explore the THREE most vital bones that a CX Leaders body MUST possess: 1. It is with great pleasure that I enter my second calendar year as a CustomerThink Advisor.

Enterprise-Rent-a-Car: How to turn a ‘promoter’ into a ‘detractor’ in 1,2,3!


The stories I share are intended to be authentic and constructive so that the reality of good and bad experiences can be explained. It fills me with no joy to have to write a post about companies that have delivered unacceptable Customer Experiences.

Just tell me the truth! Who are the ‘winners’ of the ‘can customers really trust’ them Olympics?


Jo asked us to construct a box. The truth – something most humans would HOPE they are surrounded by, yet in reality are rarely exposed to.

For Customer Experience Success, Avoid Putting Square Pegs in Round Holes


Do your employees constructively challenge leadership? The sixteenth article for my column on Customer Think sees me create the longest title of the lot! During my career, every time I have had to endure….

Friend or Foe: How Do Your Colleagues Perceive Your VoC/CX Program?

CX Journey

The reality that some customers may provide him (my neighbor) with constructive criticism through a survey that they wouldn’t provide to his face, enabling him to improve his performance. Image courtesy of timlowly Today I''m pleased to share another guest post by Sarah Simon.

Nice to meet you! How well do you know your colleagues?


The key questions that are answered in the construction of an employee persona/hero are: Who are their customers (internal & external)?