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Top 5 Customer Service & CX Articles for Week of October 23, 2023

ShepHyken

Each week, I read many customer service and customer experience articles from various resources. Constructing Care: How Your Customers Know They Matter by Chip Bell (Forbes) It sounds like a broken record. My Comment: For years, I’ve said customer satisfaction is a rating and customer loyalty is an emotion.

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The Critical Skills that All Customer-Facing Teams Must Have

Beyond Philosophy

The Three Skills for Frontline Teams to Manage Customer Emotions. It comes down to three skills: Understanding the significance of customer emotions. Identifying what emotion the customer feels. Knowing how to manage the customer’s emotions to a valuable place.

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Amazing Business Radio: Sandy Rogers

ShepHyken

They discuss his new book, Leading Loyalty: Cracking the Code to Customer Devotion , and the importance of empathy, responsibility, and generosity in the customer experience. The Interview with Sandy Rogers: During Sandy’s tenure at Enterprise Rent-a-Car, the company focused on improving customer service to drive loyalty.

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How to Make or Break Your Customer Experience

Beyond Philosophy

Transactional companies might also have a motive to improve the productivity, by tracking stats like how many calls are answered and the average call time per Customer. In many cases, they will also use a Call Center script. 4 Ways to Gain Customers’ Trust in Data Security. Why Most Customer Experience Programs Fail.

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The Social Science That Explains Customer Service Attrition Rates

aircall

High customer service attrition rates can sink an otherwise promising business, but this stubborn problem is solvable. Customer support can, unfortunately, feel limiting in this way. The repetitive nature of answering phone calls paired with mandatory scripts can lead to mental burnout. Defending Against Angry Customers.

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The Social Science That Explains Customer Service Attrition Rates

aircall

High customer service attrition rates can sink an otherwise promising business, but this stubborn problem is solvable. Customer support can, unfortunately, feel limiting in this way. The repetitive nature of answering phone calls paired with mandatory scripts can lead to mental burnout. Defending Against Angry Customers.

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How to Win Customers’ Trust Without Spending a Dime

Beyond Philosophy

They used identical scripts, but the stakes were higher for some participants than others. When our consultants stand in the place of customers, they carefully evaluate the subconscious and emotional elements of the customers’ experience as well as the rational and practical ones. Customers Emotions Are Predictable.