Keeping Up with Customer Service Developments

Brad Cleveland

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

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.

Trending Sources

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.

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.

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.

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 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

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

Boosting the Strategic Value of Your Customer Service Operation

Brad Cleveland

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

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.

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.

Building a Customer Service Ecosystem

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Service Leadership Multi-channel Support Videos Brad Cleveland customer access strategy leadership Nabil Doss service ecosystem

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?”

Boosting the Strategic Value of Your Customer Service Operation

Brad Cleveland

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

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.

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.

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 Secret to a Great Customer Service Operation

Brad Cleveland

Call Center Contact Center Customer Service Leadership Organization and Culture Videos Brad Cleveland leadership strategy

Keeping Up with Customer Service Changes

Brad Cleveland

Call Center Contact Center Customer Service Leadership Videos Brad Cleveland leadership

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.

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.

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.

The Most Important Development in Customer Service

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Leadership Videos Brad Cleveland customer access customer access strategy customer experience customer relationships leadership

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.

Customer Service at Sea

Customer Centric Support

Customer experience lessons enhanced by the open ocean. Having just disembarked from our families’ third cruise vacation, I can safely say that Customer Service is alive and well on the emerald seas. His kindness turned a sour moment into a memorable service experience.

Interview on Building a Customer Service Ecosystem

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Leadership Videos Brad Cleveland customer access customer access strategy customer experience customer relationships ecosystem

5 Ideas for National Customer Service Week 2015

Customers That Stick

Customer Service Blog customer-service-training national customer service weekWe'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.

Negativity Bias and Customer Service

Customers That Stick

Customer Service Blog customer-service-techniquesWe'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.

Which Customers Use Social Media for Customer Service?

Brad Cleveland

… Call Center Contact Center Customer Access Strategy Customer Service Research/Statistics Social Media Brad Cleveland customer access customer access strategy

5 Qualities of Great Customer Service Managers

Customers That Stick

Customer Service BlogWe'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.

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.

Why Bad Customer Service Experiences Happen [Infographic]

Win the Customer

It’s inevitable that customer service experiences will sometimes fail. No organization is immune from bad customer service happening at point in time. Call Center Communication Customer Experience Customer Service Infographic

Proactive Customer Service Leads to Improved Experience

Win the Customer

Anticipating needs, learning about the customer and listening to your employees are all keys to customer service success. Are you ready to take your customer service from reactive to proactive? If you’re ready to improve your customer service, […].

In Customer Service, Is Ordinary Now Extraordinary?

Customers That Stick

Customer Service Blog UncategorizedWe'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.

Defining Quality in Customer Service

Brad Cleveland

What does quality mean in customer service? The entire course is titled Quality Standards in Customer Service and is available at LinkedIn Learning. What are standards and where do they come from?

5 Principles for Great Restaurant Customer Service

Customers That Stick

From a customer service perspective, this makes restaurant customer service particularly challenging because almost every customer has both established service expectations and well-formed service triggers. Fundamental Restaurant Customer Service.

Customer Service Infographic, The Forgotten Marketing Channel

Win the Customer

Too many organizations fall short in translating the desire for great customer experience into customer service actions that create them. Call Center Communication Culture Customer Experience Customer Service Infographic

Customer Service, Brand Loyalty and Long-Term Success

Brad Cleveland

Here are some powerful statistics that demonstrate the links between customer service, brand loyalty and long-term success.

“Fine” is the F-Bomb of Customer Service

ShepHyken

He commented that it is a four letter that begins with the letter F that you never want to hear from your customer. I then joked that fine is the “F-Bomb” of customer service. How’s the service?” I compare this to the concept of a “satisfied customer.”

10 Best Productivity Hacks for Customer Service [SlideShare]

Customers That Stick

Customer Service Blog customer-service-techniques customer service hacks productivityWe'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.