Keeping Up with Customer Service Developments

Brad Cleveland

Call Center Contact Center Customer Service Leadership Videos Brad Cleveland Call Center Management On Fast Forward

Customer Service and the Golden Rule

Call Center Weekly

I heard more of the same when I called customer service and the rep tried to convince me tiny car was a mid-sized SUV. Frustrated by the difficulty, I promptly returned the car and found another company that had both a larger vehicle and better service.

Working in Tandem: Customer Service and Marketing

Call Center Weekly

In this scenario, that goal is the customer. Customer Service is any company’s front line. They are the ones that have the responsibility to create a repeat customer. If these two areas don’t align, the customer will not be satisfied.

Summary of Customer Service Research

Brad Cleveland

Sharpen has pulled together research and articles from various sources to summarize opportunities for improvement in customer service.

Study: The Health of the Contact Center

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact.

Keeping Up with Customer Service Developments

Brad Cleveland

Call Center Contact Center Customer Service Leadership Videos Brad Cleveland leadership

Customer Service Principles ALWAYS Apply

Call Center Weekly

To the agents, this may create pushback, anger and frustration that may unexpectedly be directed at customers. Fortunately for me, I was quite keen to offering exceptional service. It feels natural to apply the principals I learned while working in customer support.

Building a Customer Service Ecosystem

Brad Cleveland

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The Influencers Customer Service Report

Brad Cleveland

They asked 63 customer service influencers to answer the question “What’s the best way to improve customer service?” Call Center Contact Center Customer Service Leadership Brad Cleveland OneReach

How Do You Define Great Customer Service?

Brad Cleveland

In the video, some of the conference speakers answer the question “How do you define great customer service?” ” The answers provide some food for thought as you consider how great customer service is defined in your organization.

The Most Important Development in Customer Service

Brad Cleveland

Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Videos Brad Cleveland customer experience customer relationships leadership

Who Owns Customer Service?

ShepHyken

Customer service is what I’m all about. It is my life’s mission to help companies create a customer service experience that customers think is amazing. But, surely some company that is totally focused on their customers would already own it.

Building a Customer Service Ecosystem

Brad Cleveland

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Great Customer Service on a Shoestring Budget

Brad Cleveland

The Institute’s Evergreen Journal recently published an article I wrote on delivering great customer service. The article, “Great Customer Service on a Shoestring Budget,” is available here.

Boosting the Strategic Value of Your Customer Service Operation

Brad Cleveland

Call Center Contact Center Customer Service Leadership Videos Brad Cleveland leadership strategic value

Random Acts of Customer Service Kindness

Call Center Weekly

This saying has significant meaning to those in customer service. Providing service is one thing. However, extending kindness creates special moments for customers. Kindness can be the difference in retaining a customer, or more importantly, brightening their day.

A Customer Service Lesson for Millennials

Call Center Weekly

By Beverly Mahone As a baby boomer I have held my share of customer service positions over the years. I am a firm believer that no matter what business you're in, you are going to give some level of customer service to someone. Engage with the customer in a positive way.

Customer Satisfaction is not Always an Indication of Customer Service

Call Center Weekly

By Sean Hawkins Let's face it, CSAT (customer satisfaction) is a vital measurement of customer service performance, and rightly so. However, none surpass the satisfaction of your employees and customers, or the quality of service being offered.

Boosting the Strategic Value of Your Customer Service Operation

Brad Cleveland

Call Center Contact Center Customer Service Leadership Videos Brad Cleveland leadership strategy

What Has Changed in Customer Service?

ShepHyken

Every week, I’m asked, “What is changing in customer service?” The expected answer is that I’ll talk about all the new ways customer service and support is conducted – and I do. There’s self-service solutions that include robust frequently asked questions and video.

Why Customer Service Training Is Essential

Customers That Stick

Customer Service Blog customer-service-trainingWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Service Is a Habit (So Is Bad Customer Service)

ShepHyken

This week is National Customer Service Week. Happy Customer Service Week! It became a book, officially titled, Be Amazing or Go Home: Seven Customer Service Habits that Create Confidence with Everyone. Delivering good customer service is a habit.

Social Customer Service… Then and Now

Contact Center Pipeline

Social customer service has come a long way since I first wrote about it in Pipeline eight years ago (“The Impact of Word of Mouth in the Web 2.0 Social Customer Care call center contact center social customer service user experience

Create Your Customer Service Mantra

ShepHyken

Along those lines, I want you to come up with a customer service promise. For some companies, their tagline is their customer service promise. For example, Zappos.com ’s tagline is Powered by Service. Three words that exhibit a commitment to the customer.

Charging More for a Better Customer Service Experience

ShepHyken

It’s almost a given that every company has some form of a customer service department. Even the smallest companies – with just one solo entrepreneur – will act as if they have a customer service department. Why do people reach out to the customer service department?

What Makes Good Customer Service

ShepHyken

National Customer Service Week is coming up the first week in October. This is a time to appreciate employees for doing a great job taking care of customers. And, of course, there is showing some love and appreciation to your customers. What makes good customer service?”

Customer Service and Contact Center Statistics

Brad Cleveland

Are you looking for meaningful customer experience and contact center statistics? We put together a compilation that can help you make a case for great service. You can find it in the Statistics area of our website—and be sure to check back, because we’ll be updating it often.

Why Self-Confidence Matters in Customer Service

Customers That Stick

Customer Service Blog customer-service-trainingWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

The Secret to a Great Customer Service Operation

Brad Cleveland

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Keeping Up with Customer Service Changes

Brad Cleveland

Call Center Contact Center Customer Service Leadership Videos Brad Cleveland leadership

Technology and Digital Media Driving Consumer Experience- ‘What was’ Versus ‘What is’ of Customer Service

Call Center Weekly

By Rinku Basu Over the past few years, customer services have been taken to astonishingly new heights. Gone are the days when customer service was about greetings and saying nice words. CCW customer experience Customer Satisfaction customer service

When Customer Service Creates Customer Validation

ShepHyken

Many people think of customer service as a department. If you’ve been following me, you’ll know my belief is that customer service is a philosophy , not a department. It can be the traditional customer service team who fields questions and complaints.

5 Customer Service Language Hacks

Customers That Stick

Language is important not just to how we communicate with our customers but to how we communicate with ourselves. The right words can put an irritated customer at ease and help you approach difficult situations with greater ease. We want you to know we value you as a customer.

Maybe the Best Customer Service Line Ever

ShepHyken

I recently had the good fortune to meet Frankie Saucier , the former director of social media customer service (also known as social care) for a major cable company. When the cable goes out, upset customers call, email, tweet, post on Facebook, etc.

The Most Important Development in Customer Service

Brad Cleveland

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Interview on Building a Customer Service Ecosystem

Brad Cleveland

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Customer Service Tip: The Power of Observation

ShepHyken

Sometimes it’s what a customer doesn’t do or doesn’t say that gives you the opportunity to create an amazing customer service experience. And, you’ll take advantage of this moment to deliver a better service experience.

Is The Customer Service “Department” Becoming Obsolete?

The Center for Client Retention

Let’s face it, most Customer Service Departments were created, and still exist, to deal with a mismatch between customer expectations and what a business delivers. This mismatch can occur even when the organization does due diligence and thinks it knows what customers want.

The Value of Executive Management in Customer Service

Contact Center Pipeline

As an executive in any organization that provides customer service, the worst possible message that you can receive is that “suddenly” a customer is leaving due to poor customer service, or that they’re dissatisfied to the point that they’re going to explore their options with your competitors.