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5 Ways Support Teams Can Prepare for the COVID-19 Holiday Rush
GetFeedback
NOVEMBER 1, 2020
How to provide the best customer service and support during this unprecedented holiday season. Guides
Customer Service Related Topics 
Thanksgiving Week Special: A Recipe for Amazing Customer Service
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.
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Small Improvements in Customer Service Create Big Wins
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.
How to Avoid Roadblocks to Great 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.
Your Guide to Boosting ROI Through Customer Service
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Today’s most successful brands understand how great customer support can grow their bottom line. Having provided outsourced customer support to some of the world’s top brands, we know what works, and now we’re sharing that with you.
Reducing Customer Service Friction
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 […].
Guest Post: Improving Employee Experience for Your Customer Service Team
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.
Customer Service Week: A Time to Celebrate Customers AND 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.
Millennial Generation Customer Service – The Ultimate Guide
TechSee
OCTOBER 9, 2018
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.
25 Conflict Resolution Strategies for Customer Service
Callminer
APRIL 30, 2020
Given the often-hectic nature of call-based customer support, it is not at all uncommon for conflicts to arise with confused or otherwise frustrated customers. The most successful companies have solutions in place for monitoring customer interactions and analyzing customer sentiment.
The Ten Commandments of Customer Service
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This cheat sheet covers ten fundamentals of customer service to help your business excel
 The Customer Service Experience Doesn’t Begin with the GreetingShepHyken 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.  22 Customer Service Experts Reveal How Call Center Reps Should Address Complaints About Bad Customer ServiceCallminer JULY 30, 2020 No company wants to receive complaints about bad customer service, but even companies that strive to create exceptional customer service will occasionally disappoint a customer. Here are four steps to move the customer from angry to heard.  The Customer Service GapShepHyken 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.  Create Your Customer Service MantraShepHyken 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.  5 Ways to Engage Employees for Immediate ImpactSpeaker: 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!
 Social Media is Bad for Customer ServiceBill Quiseng APRIL 18, 2021 Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. But I am not against monitoring social media or using it as a responsive customer service channel.  Guest Post: How to Nail Automated Customer Service Email WritingShepHyken 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.  What Can the Mandalorian Teach You About Your 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?  Three Steps to Proactive Customer ServiceBill Quiseng MAY 2, 2021 Too often, businesses focus solely on the negative feedback from their customer surveys in CSI fashion, identifying the pain points and taking the steps to eliminate them. Here are three steps you can take to move from reactive to proactive customer service.  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.  What Does an Allergy Have To Do With Customer Service?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.  Customer Service Trends 2020TechSee DECEMBER 31, 2019 Companies now know that customer experience is the key competitive differentiator. Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. Computer Vision-powered self-service.  What Makes Good Customer ServiceShepHyken 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.  Customer Service Is a Habit (So Is Bad Customer Service)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. You practice it day after day on real customers. You may even get special customer service training.  2021 Industry Expert Contact Center PredictionsSpeaker: Richard Kenny, Sr Marketing Manager - Contact Center, Poly; Roger Lee, VP Customer Success, Gridspace; and Ron Owens, SVP Operations, Avtex The new year is just around the corner. It's time to plan for the ever-changing needs within our industry. On December 3rd, join CCNG's first ZOOM Fireside panel discussion. It will be both interactive and energetic as several CCNG members share insights and predictions for 2021. Join industry experts from Aria, Poly, and Gridspace as they share what they have learned in 2020 in order to prepare us 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. Bring your questions and lessons learned to share with the group! Sign up today! You will walk away with a revised vision for 2021 and actionable steps to take to better provide for your employees and customers alike. Learn how to address, manage and utilize: People Process Technology and Implementation Strategies for 2021.  Customer Service in the Time of COVID-19ShepHyken APRIL 24, 2020 This week we feature an article by Paul Selby, a product marketing director for ServiceNow Customer Service Management. He shares tips and examples of how both companies and customers can adapt during a worldwide crisis, such as the COVID-19 pandemic. customers and?  Your Customer Service DNAShepHyken AUGUST 8, 2018 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.”. Before the first snowfall, I had secured 15 customers in the area. He did, and my customers never knew there was a problem. That’s my customer service DNA.  Who Owns Customer Service?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. 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 Fact #1 – Tip #17Steve 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.  Customer Engagement + Bots: Connect with your customers in a new waySpeaker: 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.  Customer Service Team Appreciation 2020Contact Center Pipeline OCTOBER 5, 2020 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 2020Contact Center Pipeline OCTOBER 7, 2020 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.  In Unusual Times, Replace the Usual Customer Service PhrasesContact Center Pipeline FEBRUARY 16, 2021 On a typical day, most customers will understand what you mean even if you use less-than-graceful words when you speak or write. For example, lots of customers dislike the phrase “No problem!” but they’ll look past it if you’re providing great service.  5 Top Customer Service Articles For the Week of November 7, 2020ShepHyken DECEMBER 7, 2020 Each week I read a number of customer service and customer experience articles from various resources. Five Customer-Service Lessons From the Late Tony Hsieh by Ann-Marie Alcántara. Six Steps for Improving Customer Engagement and Loyalty by Genelle Kunst.  Building Your CX of the Future - Take the First Steps TodaySpeaker: 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. Charging More for a Better Customer Service ExperienceShepHyken 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? So, understanding that, why would a company choose to deliver an amazing customer service experience to just some of their customers and not to every customer?  The Boss Can Kill the Customer Service BuzzShepHyken APRIL 1, 2020 We were a self-service station, so our role was that of cashier more than anything else. He said, “Son, this is a self-service gas station. First, we all have two responsibilities: do the job we were hired to do and also take care of the customer.  Bad Customer Service Rarely Results in ProfitabilityBeyond Philosophy MARCH 2, 2020 We have all been in line or on hold for customer service , waiting for a company to get back to us. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today.  Customer Service Training is Not What You Think it isShepHyken MARCH 25, 2020 Many companies have a great focus on providing an excellent or, as I like to call it, amazing customer service experience. They do customer service training during the onboarding process. Customer service training doesn’t have to be so formal. The repetition of the message—which can be as simple as customer service is important —is the key to sustain the power of their initial training.  Why Conversational AI Is Key to Customer Service in the Customer Experience EraAdvertiser: Interactions LLC 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. © Aggregage 2021 |
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