Customer Service Week Day 3!

Myra Golden Media

Day 3 of Customer Service Week was fun! I shared ten super-energizers that are fantastic for Customer Service Week and beyond! Customer Experience DesignOh, wow! If you missed the live event, no worries. We’ve got you covered with the replay below.

Reducing Customer Service Friction

Contact Center Pipeline

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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On Being an Accountable Customer Service Leader

Customer Service Life

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.

Your customer service “Oh Sh*t Kit”

Customer Service Life

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.

5 Ways to Engage Employees for Immediate Impact

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!

5 Ways Support Teams Can Prepare for the COVID-19 Holiday Rush

GetFeedback

How to provide the best customer service and support during this unprecedented holiday season. Guides

5 Things Pro Wrestling Teach Us About Customer Service

Steve DiGioia

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.

Striking the Right Balance as a Customer Service Leader

Customer Service Life

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.

The Importance of Context in Customer Service

Customer Service Life

Customer Service Life Updates – February 2020

Customer Service Life

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!

How to Take Your Contact Center Omnichannel in 2022

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.

National Customer Service Week 2021!

Myra Golden Media

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

How to Avoid Roadblocks to Great Customer Service

ShepHyken

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.

Small Improvements in Customer Service Create Big Wins

ShepHyken

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.

What is Customer Service, Really? – Tip #40

Steve DiGioia

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?

2021 Industry Expert Contact Center Predictions (Replay)

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.

How Much Does It Cost to Give Great Customer Service?

ShepHyken

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.

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. 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.

‘Golden’ Rule of Customer Service

Contact Center Pipeline

Customer Service compassion interpersonal skillsIt was a lazy Sunday afternoon and while channel surfing, I ran across a marathon of The Golden Girls. A GREAT tv show! On this episode Dorothy has been sick, tired and feels something is just not right.

Customer Service Week: A Time to Celebrate Customers AND Employees

ShepHyken

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.

Customer Engagement + Bots: Connect with your customers in a new way

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.

The Customer Service Experience Doesn’t Begin with the Greeting

ShepHyken

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.

Guest Post: How to Nail Automated Customer Service Email Writing

ShepHyken

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.

2020 Business and Customer Service Experience Trends

CCNG

Today's consumers are shopping online more now than ever but find the overall service experience inadequate. The COVID-19 pandemic intensified the need for companies to make the customer experience as effortless as possible. The global pandemic has forever altered customer behavior.

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Guest Post: Improving Employee Experience for Your Customer Service Team

ShepHyken

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.

Building Your CX of the Future - Take the First Steps Today

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.

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. And, that love they show their clients is in the form of delivering amazing customer service, keeping promises to customers and more.

Millennial Generation Customer Service – The Ultimate Guide

TechSee

This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. Key preferences to consider in Millennial generation customer service: Text me, I don’t like to talk: Millennials prefer to communicate over text messaging and rarely make phone calls. They demand highly convenient and fast service. Self-service platforms. Know your customer.

Customer Service Team Appreciation 2020

Contact Center Pipeline

Throughout it all, frontline customer service staff across industries have stepped up to help companies and brands maintain a positive, reassuring presence for their customers. This has been a grueling year—a marathon of fear, uncertainty and constant course-corrections.

More Customer Service Week 2020

Contact Center Pipeline

In our second post on Customer Service Week 2020, Sitel Group’s Olivier Camino and Sweetwater’s Jeff Ostermann provide insights into their companies’ employee experience cultures and highlight CSW activities to engage and support their teams.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

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?” 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.

Customer Service Week Day 4!

Myra Golden Media

Today in my session, I focused on helping customer service leaders nurture themselves. And then, in the afternoon, my son brought in an enormous box from Salesforce Service Cloud 360 full of goodies! Join me tomorrow for the final day of Customer Service Week! .

Customer Service Week Surprise From Salesforce – Unboxing!

Myra Golden Media

My son brought in an enormous box from Salesforce Service Cloud 360 full of goodies! Customer Experience DesignWatch me unbox that surprise here. servicetrailblazers #customerserviceweek [link]. Oh, my gosh! This is amazing! .

The Way It’s Always Been Done

Customer Service Life

This whole experience got me thinking about my work in customer support and customer experience. In my current role, I occasionally interact with customers, learning about some of our internal processes. Contact Center Customer Experience Customer Service CXQOTD Jeremy

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

to meet customer expectations for digital service Social Media Voice of the. Customer. Digital Self Service Tweet this Customers want digital self- service options, such as chat and. said self-service availability. customers to order their favorite.

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. Well, it was expensive, at least by my standards… unless I wanted to have an asset that would brand me to customer service forever. These are the brands known for amazing service.

Customer Service Week Day 1

Myra Golden Media

Happy Customer Service Week! I kicked things off over at the official National Customer Service Week online event this morning. Celebrate the heart of service with us tomorrow for Day 2. . Customer Experience Design

Karen Hertzberg: Improving Customer Retention Through Great Customer Service

Bill Quiseng

Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customer loyalty is built on service so great that customers return again and again, raving to others along the way. What’s better than gaining a new customer?

How to Ensure Exceptional Customer Service on Every Call

Contact Center Pipeline

Today, I am highlighting his company’s unique training and performance management product that ensures service excellence in every call. Customer Service Sponsored Posts customer service training

The Conversational AI Journey: What to Expect from Start to Finish

Speaker: Gary Davis, SmartAction CEO

Join us for this webinar as Gary Davis, SmartAction CEO, shares insights and best practices for implementing AI virtual agents in the contact center.