Customer Service Related Topics 
Customer Service Life
OCTOBER 13, 2020
The other day I was reviewing emails sent to our customers to make sure they were doing all of the following behaviors (Coincidentally, these are the behaviors on our quality form): Making a human connection. Reviewing the customer’s history and notes. Empowering the customer.
Contact Center Pipeline
DECEMBER 16, 2020
Customer service operations in the hardest-hit industries are still struggling to perform at the most basic level. Customers have taken to social media and have even reached out to the media to share accounts of their time-consuming efforts spent […].
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Inside Customer Service
JANUARY 5, 2023
Who is to blame for poor customer service? You can probably make a list of things that make it difficult to keep your customers happy and coming back again and again: Defective products anger customers and make service a chore.
Inside Customer Service
NOVEMBER 17, 2022
A LinkedIn post asked managers to share what they find most difficult about holding customer service employees accountable. If you have access to LinkedIn Learning, you can view an entire course on solving common performance problems that plague customer service employees.
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Customer Service Life
JULY 23, 2021
It got me thinking about customer service and how, when working with customers, we may not always know what will happen and we need to be ready for anything. What is in my Customer Service “Oh Sh*t Kit” may be different than yours, and that’s great.
GetFeedback
NOVEMBER 1, 2020
How to provide the best customer service and support during this unprecedented holiday season. Guides
ShepHyken
NOVEMBER 25, 2020
Always thinking about how everything in life ties to customer service, I wondered, “What is a good recipe for customer service?” Leadership defines the customer service and CX vision for everyone to follow.
Customer Service Life
FEBRUARY 10, 2020
The Greatest Avenger of the CX Universe – If you were going to hire a character from the Marvel Cinematic Universe to spearhead the customer experience effort in your organization, who would it be? Beyond “buy 10 get one free”: What is customer loyalty? Happy (belated) New Year!
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Steve DiGioia
SEPTEMBER 24, 2020
Two staple examples are “The customer is always right” and “It’s more expensive to acquire a new customer than to keep an existing one”. But for me, this is… Customer Service Fact #1. I realize that my paycheck comes from the customers who buy my product or service.
Inside Customer Service
OCTOBER 20, 2022
The employee was furious at her coworkers, and she let everyone in the customer service training class know it. One employee failed to meet a single service standard. She was the employee who had failed to meet a single service standard. Do you feel superior to customers?
Myra Golden Media
SEPTEMBER 28, 2022
Whether it was recently or too long ago, prepare yourself because this is for you: National Customer Service Week! I know customer service pros are the bee’s knees, so I’m thrilled to be the returning keynote speaker of National Customer Service Week!
Steve DiGioia
MAY 2, 2022
So, what can pro wrestling teach us about customer service? The Keys to Great Customer Service. We are all well aware that great customer service can only be achieved by: Anticipating the customer’s needs. Focusing on the customer’s safety.
Nobelbiz Guide: 7 KPIs For Excellent Customer Service
ShepHyken
AUGUST 5, 2020
What gets in the way of creating a great customer service experience for you and/or your organization? Is it a process that is clunky, inconvenient and difficult for the customer? This is similar to an exercise that we do in our customer service workshops.
Inside Customer Service
SEPTEMBER 8, 2022
The conversation reminded me how important it is to show appreciation and support to customer service professionals who are working hard to serve us. I talk to a lot of customer service professionals like Lauren. Many feel beat up by angry and unreasonable customers.
ShepHyken
JANUARY 20, 2021
So, here’s the question to consider: What small change will enhance the experience for the customer, even if it is just by 1%? My friend and client, Jason Bradshaw of Volkswagen in Australia, was tasked with improving the customer experience for the VW dealerships.
Customer Service Life
DECEMBER 6, 2021
As a customer service leader, there’s a certain balance I’ve struggled to find. Spending too much time interacting with customers can leave me feeling like our team is treading water and not making progress on key initiatives.
Speaker: Vicki Brackett, Author and COO of Sinousia
Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!
Myra Golden Media
JUNE 29, 2021
Mark your Calendars for October 4 – 8, 2021, because we’re celebrating National Customer Service Week! This year’s theme is, Celebrating the Heart of Service. Customer Experience Design
Steve DiGioia
MAY 17, 2021
Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. It was about finding solutions for a customer and finding their pain points ”.
Steve DiGioia
MAY 5, 2022
We pledge to provide the finest personal service and facilities for our guests who will always enjoy a warm, relaxed, yet refined ambiance. This motto exemplifies the anticipatory service provided by all staff members. The post What is Customer Service, Really?
Contact Center Pipeline
OCTOBER 20, 2022
On the surface, applying chatbots as virtual assistants for agents and directly for customers, and artificial intelligence (AI) in general, can seem like a daunting and overly complex undertaking.
Speaker: Cognigy and CCT
Adding chatbots and voice bots are great first steps contact centers are taking to automate customer service. But what about other digital channels? Customers of 2022 are more likely to expect brands to communicate with them on their channel of choice. Join this live discussion with two contact center solution experts on how to enable live agents to work across all digital channels and deliver a professional multi-experience across all touch points.
ShepHyken
JANUARY 31, 2018
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. The closer you are to your customers, and the more you are meeting their needs, the narrower the gap is between you and your customer. This also puts your competition further away from your customers. In a truly customer-focused organization, you might even see the gap reversed.
Contact Center Pipeline
JANUARY 3, 2023
Legacy-based contact centers have long operated separately from the rest of the organization, using purpose-built technology, and managing customer-facing staff who had minimal interaction with internal employees.
ShepHyken
SEPTEMBER 30, 2020
And of course, one of my favorite “holidays” is National Customer Service Week , which happens the first full week of October each year. Traditionally, Customer Service Week has been the time to highlight and celebrate the great work employees do to take care of their customers.
Myra Golden Media
DECEMBER 15, 2022
Nearly every customer service professional has encountered a livid customer. In my De-escalation for Customer Service LinkedIn Learning course, I share strategies for defusing intense situations, providing practical approaches that can help you calm angry customers.
Speaker: Richard Kenny, Sr Marketing Manager - Contact Center, Poly; Roger Lee, VP Customer Success, Gridspace; and Ron Owens, SVP Operations, Avtex
Join CCNG's Fireside Chat for an interactive and energetic discussion as CCNG members share insights and predictions for 2021. Industry experts from Avtex, Poly, and Gridspace will share what they have learned in 2020 to help us prepare for 2021. Each participant will provide recommendations on how to address people, process, technology, and strategy as we continue to serve the needs of our employees and customers in an ever-changing customer service business environment. You will walk away with a revised vision for 2021 and actionable steps to take to better provide for your employees and customers alike.
ShepHyken
SEPTEMBER 16, 2020
I recently wrote an article in Forbes about how to get customers to pay more. The focus, of course, was on customer service and experience. Research has irrefutably proven that customers will pay more for a better experience.
ShepHyken
DECEMBER 7, 2016
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. And, that love they show their clients is in the form of delivering amazing customer service, keeping promises to customers and more.
ShepHyken
DECEMBER 23, 2020
You call the customer service hotline. A pleasant customer support agent picks up the phone and enthusiastically greets you, ready to help resolve your problem or answer your question. The friendly voice comes on after you, the customer, may have already spent 30 minutes holding.
Steve DiGioia
MARCH 22, 2021
Those of us in the customer service industry focus much on procedures, ease of use, product availability, and the steps of service, to name a few, all in the hopes of providing our customers the best overall experience. Customers should not be worried about food allergens.
Speaker: Noel Roberts, CTO and VP of Marketing, Aria Solutions
Join CCNG member Noel Roberts of Aria as he discusses how to leverage chatbots to deliver excellent customer service that improves the customer experience and drives ROI. We’ll look at some of the challenges facing organizations, including common pitfalls, and will recommend ways to avoid them.
ShepHyken
SEPTEMBER 20, 2017
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?” While all that – and more – can create good customer service, there is an even bigger answer. We cannot determine if we give good customer service.
Steve DiGioia
FEBRUARY 15, 2021
A keen and faithful observer can see many takeaways that relate to the way we offer service. I’ve already written about Bigfoot Customer Service and Landscaper Customer Service. So, what can the Mandalorian teach you about your customer service?
ShepHyken
JANUARY 1, 2021
Sh e provides tips and examples of how to improve the customer experience with automated support emails. Email automation is a way to keep your customers happy. With automation, you improve the quality of communication and keep customers updated in a timely manner.
ShepHyken
FEBRUARY 19, 2021
She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Where would a business be without a customer service team? There’s no denying that without an effective customer service team , a business would fall apart.
Speaker: Chris Bauserman, VP Segment and Product Marketing, NICE inContact
Building a best-in-class customer service team and customer-centric organization is a marathon, not a sprint. Join CCNG and Chris Bauserman, VP Segment and Product Marketing for NICE inContact, for a discussion and set of tools that you can use to benchmark your operations and identify the next best action your organization can take to build your CX of the future.
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