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

Your Customer Service DNA

ShepHyken

Some people are just naturally good at providing great customer service. I realized that there was a point in my life that I could look back and say, “That’s when I knew I was passionate about taking care of customers.” That was my “Customer Service DNA.”.

The need for excellent customer service training

Peter Lavers

Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now!

The Customer Service Gap

ShepHyken

I’ve written about the customer service gap before. The second version of the gap focused on narrowing the distance between you and your customers. This also puts your competition further away from your customers. Here are just a few ideas: Survey your customers.

Infographic – Gig Economy and Customer Service Agents

Aspect

This week we released part two of our Agent Experience Index survey covering the gig economy and how customer service agents feel about it. Currently, 16% of customer service agents are working in the “gig economy” and we expect that number to continue to rise.

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 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.

Is Your Customer Service Consistent?

Customers That Stick

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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.

Exploring Hospitality Customer Service (Video)

Customers That Stick

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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.

Keeping Up with Customer Service Developments

Brad Cleveland

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

Customers Want Better Customer Service…or Else!

Beyond Philosophy

Consumers say Customer Service is important to them when choosing a brand and forming loyalty with it. 97% of Customers believe that Customer Service is important to them when they choose where they do business. Customers are a demanding lot.

Social Customer Service: Lingering Issues to Overcome

Contact Center Pipeline

Last week’s post offered a brief look back at a couple of social customer care pioneers—two companies that led the industry in 2009 by demonstrating how customer service could be delivered through social channels.

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?

#EverydayHeroes: Introducing the Humans of Customer Service

Fonolo

It would seem the interpersonal, rich human experiences we have come to expect in our daily lives, as customers and as people, where our baser needs are met (to be seen, heard, understood, and cared for), are scarce. More specifically, they are the Humans of Customer Service.

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.

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.

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.

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.

3 Fantastic Things About Our Online Customer Service Training

Myra Golden Media

Here’s what our current customers tell us are the three most fantastic things about our customer service eLearning. Custom website and branding. Operations Manager, Shared Services Training & Development.

The Key to Great Customer Service: Collaboration

Contact Center Pipeline

When it comes to creating an exceptional service culture, nothing is more important than a team’s ability to collaborate well.

Handling Dead-Air Space On a Customer Service Call

Myra Golden Media

If you’re on a call with a customer, and more than three, or four seconds go by, and you haven’t said a word, that’s called dead air space. But for the customer, dead air space feels awkward. Inform the customer, or …upsell.

Guest Blog: Customer Service Trends for 2018

ShepHyken

This week we feature an article by Rohit Prasanna who shares a great list of 10 customer service trends that will affect the customer experience this year. – Shep Hyken. In the service niche, customers have come to expect real-time resolutions to their problems.

Eating Your Feelings in Customer Service

Customer Service Life

The customer you’re speaking to must have missed their cup of coffee today. For many of us in customer service, we tend to be relational people. The post Eating Your Feelings in Customer Service appeared first on Customer Service Life.

5 Expert Tips for Customer Service Recovery

Customers That Stick

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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.

Guest Blog: Customer Service in Retail – Infographic

ShepHyken

This week we feature an article by Patrick Thuot who shares an infographic about how customer service can help the retail industry. A customer-centric approach can help any type of business succeed. – Shep Hyken. This offers an opportunity to delight the customer.

5 Qualities of Great Customer Service Managers

Customers That Stick

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The Score: Good Customer Service 1 Technology 0

Aspect

Don’t you hate it when you have an urgent customer service matter that requires live assistance? As customers, we should never refuse VIP treatment, right? The post The Score: Good Customer Service 1 Technology 0 appeared first on Aspect Blogs.

How Gender Expectations Impact Customer Service

Fonolo

The way we engage with or provide customer service is no exception to that. Select service industries are traditionally dominated by either male or female service staff. Gender Differences in Customer Perception And Satisfaction. Improving the Customer Experience.

We love customer service week!

Ansafone

How to Celebrate Customer Service Week All Year. The goal of Customer Service Week, which began in 1984, is to recognize those who deliver great service and value to customers. How easy it is for your customer service reps to offer a discount or gift card?

Why Self-Confidence Matters in Customer Service

Customers That Stick

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Guest Blog: Customer Service Training Ideas to Help Build Brand Advocacy

ShepHyken

This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. Remember customer service training is not something you di, it’s something you do. – Shep Hyken.

CX Heroes: Amazing Customer Service Stories Worth Sharing

Call Center Coach

And he had on a customer who was at traveling to his wedding and he had missed his flight. Bruce Eidsvik: We want to surprise the agent and the customer, so I think we’re still good there. You know you hear a lot about bad customer service, type in customer service you’re going to get zillions of bad stories. It’s time you share those amazing examples of heroic customer service.

How to Get Your Team to Deliver Consistent Customer Service

Customers That Stick

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Guest Blog: Good Customer Service is Essential for A Successful Business

ShepHyken

This week we feature an article by Eugene Aronsky who talks about good customer service versus bad customer service and how proper training and proper knowledge are key to answering any question that a customer may have. – Shep Hyken. What is Good Customer Service?

Data-Driven Advice for Providing Excellent Customer Service

Contact Center Pipeline

What qualifies an excellent customer service experience? Customer Service automatic call-backs call center chatbots contact center customer serviceWe are all consumers who need a little help once in a while, so you would think that this is an easy question to answer—that there are some largely apparent and agreed-upon factors. A timely response, a friendly representative, and of course getting the problem solved in the […].

$75 Billion Dollars Is Lost Due to Poor Customer Service

ShepHyken

Two years ago I reported on NewVoiceMedia’s “serial switchers” report that indicated that $62 billion was lost due to poor customer service. Customers want and expect more than ever before – because that’s what we have we taught them.

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Five Customer Service Must-Do’s For 2018

ShepHyken

With that in mind, I’d like to share five customer service tips every business must do to stay competitive in 2018: Embrace the changing expectations of your customer: This one I’ve touted every year. The customer expects more than ever.