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 MORE
Call Center Contact Center Customer Service Leadership Videos Brad Cleveland leadership strategy MORE
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. MORE
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. MORE
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. MORE
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. MORE
Call Center Contact Center Customer Service Leadership Videos Brad Cleveland leadership MORE
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. MORE
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. MORE
Call Center Contact Center Customer Access Strategy Customer Service Leadership Multi-channel Support Videos Brad Cleveland customer access strategy leadership Nabil Doss service ecosystem MORE
By Melodee Norris How easy is it to deliver exceptional customer service consistently to every customer, every time? Super simple when the customer is polite and nice, right? Finally, we must teach associates to feel empathetic towards the customer, and the situation. MORE
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! MORE
Sharpen has pulled together research and articles from various sources to summarize opportunities for improvement in customer service. MORE
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. MORE
Customer Service VideoWe'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. MORE
111 Customer Service Video 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. MORE
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?” MORE
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. MORE
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. MORE
113 
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? MORE
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 MORE
Call Center Contact Center Customer Service Leadership Videos Brad Cleveland Call Center Management On Fast Forward MORE
K nowledge , in my opinion, is probably the most important factor in providing excellent service. Better yet, they should not be assisting customers. It leads to frustration on the part of the representative and the customer, and quite possibly results in losing a customer. MORE
Recently, I was reminded of an article the Institute’s Evergreen Journal published on delivering great customer service. The article, “Great Customer Service on a Shoestring Budget,” is available here. MORE
Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Videos Brad Cleveland customer experience customer relationships ecosystem MORE
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. MORE
Some years ago, I read a customer service article that resonated with me so much that I carry the concept with me as one of my core service truths. By customers, we are referring to everyone we serve…co-workers, vendors, and external customers. MORE
Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Videos Brad Cleveland customer experience customer relationships leadership MORE
Call Center Contact Center Customer Service Leadership Videos Brad Cleveland leadership strategic value MORE
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. MORE
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 MORE
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. MORE
Call Center Contact Center Customer Experience Customer Service Leadership Videos Brad Cleveland customer experience ecosystem MORE
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. MORE
109 
Take a minute to reflect on how customer service continues to evolve at your organization. If you missed the December issue of my Edge of Service™ Newsletter, you might enjoy reading about three predictions that I have for 2017. We are well into 2017. How’s it going? MORE
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. MORE
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. MORE
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? MORE
Customer Service Related Topics Brad Cleveland
NOVEMBER 2, 2017
Recently, I was reminded of an article the Institute’s Evergreen Journal published on delivering great customer service. The article, “Great Customer Service on a Shoestring Budget,” is available here.
Brad Cleveland
AUGUST 25, 2017
Call Center Contact Center Customer Service Leadership Videos Brad Cleveland Call Center Management On Fast Forward
Call Center Weekly
SEPTEMBER 6, 2017
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.
Call Center Weekly
SEPTEMBER 18, 2017
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.
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Brad Cleveland
APRIL 14, 2017
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?
Brad Cleveland
MARCH 5, 2018
Call Center Contact Center Customer Service Leadership Videos Brad Cleveland leadership strategy
Brad Cleveland
FEBRUARY 22, 2017
Call Center Contact Center Customer Experience Customer Service Leadership Videos Brad Cleveland customer experience ecosystem
Call Center Weekly
MAY 31, 2018
Some years ago, I read a customer service article that resonated with me so much that I carry the concept with me as one of my core service truths. By customers, we are referring to everyone we serve…co-workers, vendors, and external customers.
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Call Center Weekly
FEBRUARY 8, 2018
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.
Brad Cleveland
MARCH 14, 2017
Take a minute to reflect on how customer service continues to evolve at your organization. If you missed the December issue of my Edge of Service™ Newsletter, you might enjoy reading about three predictions that I have for 2017. We are well into 2017. How’s it going?
Brad Cleveland
NOVEMBER 11, 2016
Sharpen has pulled together research and articles from various sources to summarize opportunities for improvement in customer service.
Brad Cleveland
OCTOBER 4, 2016
Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Videos Brad Cleveland customer experience customer relationships ecosystem
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INTRODUCTION Business Transformation and Analytics: Driving Change in a Customer-Centric World | 3. understand new sources of customer data and. quickly act to meet new customer expectations. percent) and direct feedback from customers (39. product or service.
Call Center Weekly
DECEMBER 14, 2017
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
Call Center Weekly
SEPTEMBER 21, 2017
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.
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?”
Call Center Weekly
SEPTEMBER 11, 2017
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.
ShepHyken
OCTOBER 4, 2017
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.
Call Center Weekly
DECEMBER 11, 2017
By Melodee Norris How easy is it to deliver exceptional customer service consistently to every customer, every time? Super simple when the customer is polite and nice, right? Finally, we must teach associates to feel empathetic towards the customer, and the situation.
Brad Cleveland
APRIL 8, 2016
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
ShepHyken
MARCH 8, 2017
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.
Brad Cleveland
DECEMBER 29, 2016
Call Center Contact Center Customer Service Leadership Videos Brad Cleveland leadership
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.
Customers That Stick
JANUARY 15, 2018
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.
ShepHyken
NOVEMBER 8, 2017
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?
Brad Cleveland
AUGUST 30, 2016
Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Videos Brad Cleveland customer experience customer relationships leadership
Customers That Stick
MAY 4, 2017
Customer Service Video 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.
Contact Center Pipeline
DECEMBER 14, 2017
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.
ShepHyken
JUNE 7, 2017
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.
Brad Cleveland
DECEMBER 12, 2016
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.
Call Center Weekly
FEBRUARY 22, 2018
K nowledge , in my opinion, is probably the most important factor in providing excellent service. Better yet, they should not be assisting customers. It leads to frustration on the part of the representative and the customer, and quite possibly results in losing a customer.
Peter Lavers
FEBRUARY 27, 2018
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!
ShepHyken
OCTOBER 18, 2017
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.
Brad Cleveland
NOVEMBER 22, 2016
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.
Customers That Stick
OCTOBER 15, 2016
Customer Service VideoWe'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.
Brad Cleveland
APRIL 6, 2017
Call Center Contact Center Customer Service Leadership Videos Brad Cleveland leadership strategic value
Brad Cleveland
OCTOBER 20, 2015
Call Center Contact Center Customer Access Strategy Customer Service Leadership Multi-channel Support Videos Brad Cleveland customer access strategy leadership Nabil Doss service ecosystem
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