ShepHyken

AUGUST 16, 2016

Have you ever had a customer tell you how to do your job? While that hasn’t happened to me, I don’t think I would like it. But, what if the customer was right and the employee was wrong? What if the “suggestions” were valid, if not even the right way to get something done? Empathy and Respect.

Airlines 213

Airlines Customer Service Customer Experience 213

ShepHyken

JANUARY 3, 2018

It got me thinking about the actions we must take to be competitive. Regardless of your industry, everything has changed about the way we do business. There are some businesses that claim they’ve done things the same way for years, decades, even a century. They claim they do business just as their fathers and grandfathers did.

Customer Service 278

Customer Service Self service Personalization Technology 278

ShepHyken

JANUARY 22, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 10 Customer Experience Mistakes You Need to Avoid in 2018 by Ronak Meghani. But how valuable is it really?

Customer Service 226

Customer Service Wireless Chatbots Airlines 226

Steve DiGioia

NOVEMBER 11, 2019

Great service is comprised of many parts and each must be present to create the experience every customer desires. I know you’ll agree with me that it should be near the top of your list. Training for the needed service skills is an essential foundational aspect of great service in any industry.

Best practices 231

Best practices Management Customer Service 231

Beyond Philosophy

JANUARY 20, 2016

Customer Loyalty is a gold standard for most businesses. There are numerous ways that you earn (and lose) Customer Loyalty. But one way that anyone can do is one of the most effective ways to create a Customer Experience that keeps them coming back for more. Step Two: Core Message. Gold star for that one!

Consulting 250

Consulting Consulting Call Center Customer Experience 250

ShepHyken

JULY 27, 2016

Customer Service Training. There is an old customer service saying that has to do with whenever someone disagrees with a customer: You’re not trying to win an argument. You’re trying to win a customer. You really can’t win an argument with a customer. You can agree to disagree.

Automotive 209

Automotive Customer Service Management Customer Care 209

CX Accelerator

DECEMBER 10, 2019

If you haven’t ugly cried in a Target parking lot have you even Adulted? We’ve all had those times in our lives where we think ‘this is it, the world just might crumble around me, there is no feasible way I can do it all’. For me, this time in my life was mid-August 2018. By Becky Roemen.

Accountability 182

Accountability Personalization Customer Experience Customer Service 182

CX Accelerator

DECEMBER 10, 2019

If you haven’t ugly cried in a Target parking lot have you even Adulted? We’ve all had those times in our lives where we think ‘this is it, the world just might crumble around me, there is no feasible way I can do it all’. For me, this time in my life was mid-August 2018. By Becky Roemen.

Accountability 182

Accountability Personalization Customer Experience Customer Service 182

Customer Service Life

NOVEMBER 10, 2022

A customer contacts us with an apparent product issue. Before reporting to engineering we get a sense of how many customers are impacted by the issue. Upon realizing the wide impact, the question that inevitably arises is: How did it take the customer support team so long to discover this issue?

Contact Center 130

Contact Center Engineering Average Handle Time Analytics 130

Myra Golden Media

DECEMBER 19, 2017

I’ll never forget the day I saw a fight, literally a fist-fight, between a customer and an employee. My 17-year old co-worker and good friend, Beverly, said to a customer who wanted to return some worn out clothing, “We’re not taking that junk back!”. the customers said. Little B$#&@, yes you will!”

Personalization 136

Personalization Customer Service Coaching Customer Experience 136

Callminer

MAY 11, 2020

Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh.

Management 273

Management Customer Experience Customer Service Coaching 273

Myra Golden Media

JULY 18, 2017

It was at Kmart that I learned that customers could be difficult. Customers could get so upset they’d cuss, make threats, and demand to speak to a manger. It was at Kmart that I learned how not to handle a difficult customer. I joined Beverly on a price-check at the Service Desk. The customer was Nancy.

Coaching 136

Coaching Management Personalization Customer Experience 136

Steve DiGioia

JANUARY 14, 2016

that's one of the worst things an employee can say to me. Something happened the other day that reminded me of a time when I was still new in this business. Yes, I didn’t have the 25+ years of experience as I do now but I still had enough under my belt to know what was going on and how to evaluate a department and its staff.

Surveys 160

Surveys Management 160

Steve DiGioia

DECEMBER 5, 2016

Businesses across the land champion their great service and the positive experience given to their throngs of loyal customers. They tout the benefits of their product and how they tend to the specific needs, wants and desires of their customers. What are the causes of this change and how do you keep this from happening?

Customer centricity 264

Customer centricity Metrics Consulting Consulting 264

ChurnZero

NOVEMBER 18, 2021

Customer education is why I live in a jungle. Hence, how I came to live in a lush garden oasis – or overgrown jungle, depending on who you ask. So, how does this relate to customer education? While I’m sure there’s some analogy to be had here about planting the seeds of knowledge and so forth, I’ll spare you this time.

Education 98

Education SaaS Real estate Self service 98

Customer Service Life

NOVEMBER 5, 2018

I’m not crying, you’re crying (at work). Samantha (not her real name) sat across from me in our small contact center. Not a week went by that she didn’t shed tears after hanging up the phone with a customer. There was no way I’d let myself do that, no matter what. Even at work.

Contact Center 107

Contact Center Feedback Customer Support Customer Service 107

Nicereply

FEBRUARY 9, 2022

Avoiding errors seems like something we were all taught to do. . Our parents, throughout our schooling, and as we entered into the workforce we were told not to make mistakes, apologize when we do make one, and learn something from them. Paul has been in customer support for over 15 years. You upheld our company values.

Morale 98

Morale Coaching Customer centricity Personalization 98

Toister Performance Solutions

NOVEMBER 5, 2019

Interacting with a real Amazon employee was even more unusual. Once popular chains like Sears, Toys R Us, and Forever 21 have gone bankrupt. Some blame the Internet, but that's just an excuse. The real issue is many retailers have long neglected their frontline employees. They hire too few and train too little.

Sales 71

Sales Accountability Customer Service Personalization 71

Monet Software

SEPTEMBER 10, 2020

How to infuse contact center operations with empathy to improve interactions, customer satisfaction and CX. Empathy is critical in customer service, especially amidst COVID-19. Many customers are feeling frustrated, distracted and otherwise in need of some extra support. Define It Accurately. Loosen the Script.

Call Center 71

Call Center Personalization Scripts Morale 71

CSM Magazine

MARCH 1, 2019

If you say “because” when you’re telling a customer something, you’ll significantly increase the chance that they’ll accept your word as final. Excuse me. I have five pages. Excuse me. I have five pages. May I use the Xerox machine because I have to make some copies?”. Excuse me.

Consulting 45

Consulting Consulting Personalization Customer Service 45

Toister Performance Solutions

NOVEMBER 6, 2018

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Okay, excuse the clickbait title. Enthusiastically indignant, if you will. Commitment is what you actually do.

Advertising 55

Advertising Customer Service 55

Nicereply

JANUARY 25, 2022

For a business, there’s nothing better than knowing you’ve delivered an exceptional customer experience. You crave those moments when you exceed your customers’ expectations and successfully carry out your brand vision. In fact, 73% of customers say they will abandon a brand after 3 negative experiences.

Best practices 105

Best practices Accountability Customer Service Personalization 105

ProProfs Blog

FEBRUARY 7, 2019

Twenty three percent consumers seek face-to-face interaction for complicated customer service issues like troubleshooting. But only 5% of customer service interactions begin with a face-to-face meeting. Now, did you notice something? And that’s exactly you want. But that’s okay. We are here to help!

Customer Support 94

Customer Support Management Customer Service 94

Toister Performance Solutions

DECEMBER 31, 2019

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. Please excuse my language. Here are five common mistakes companies make with corporate values, and how you can fix them.

Advertising 71

Advertising Scripts Coaching Accountability 71

Comm100

NOVEMBER 27, 2017

As psychologist and author of Why Won’t You Apologize Dr. This is why some brands opt for the seemingly safer “ non-apology ” – a statement that has the form of an apology, but that doesn’t acknowledge responsibility or express true remorse. Still, customers don’t respond to a non-apology the same way they do a sincere one.

Advertising 120

Advertising Transportation Airlines Personalization 120

ChurnZero

NOVEMBER 18, 2021

Customer education is why I live in a jungle. Hence, how I came to live in a lush garden oasis—or overgrown jungle, depending on who you ask. So, how does this relate to customer education? While I’m sure there’s some analogy to be had here about planting the seeds of knowledge and so forth, I’ll spare you this time.

Education 52

Education SaaS Real estate Self service 52

C3Centricity

FEBRUARY 20, 2018

A recent post by John Ollila on Loyalty Lobby about customer journey maps and touchpoints in the leisure industry prompted me to share with you, an experience I had recently with the Hilton Group. Well, I booked five rooms for the weekend, as well as a table for ten in their restaurant for dinner on the Saturday evening.

Journey mapping 78

Journey mapping CRM Personalization Customer Service 78

C3Centricity

OCTOBER 22, 2018

If you work in consumer goods you probably think you have nothing to learn from healthcare, right? After all, you have consumers in your industry name and well healthcare’s reputation is not that great. I remind my clients that exceptional customer service examples can come from anywhere!

Healthcare 81

Healthcare Customer Service Customer centricity CRM 81

CSM Magazine

AUGUST 31, 2020

Bryan Horn examines the state of customer service today and provides three ways to reduce customer frustration and promote positive outcomes. I saw a cartoon in a business publication that accurately sums up the sad modern state of customer service. Thank you for calling ABC Cable Company. Please hold.”.

Customer centricity 52

Customer centricity Automotive Banking Technical Support 52

Vistio

DECEMBER 15, 2021

Today, we have with us, Matt Beckwith, a proud “ Contact Center Geek ” with over 25 years in contact center industry. His passion for CX technology and leadership has led to his current role as the Director of Customer Experience for Clark Pest Control. Do I have your permission to record this call for quality assurance?

Contact Center 52

Contact Center Banking contact center associations Technology 52

Education Services Group

OCTOBER 6, 2021

It goes without saying that many changes have swept into our lives in the last year-and-a-half, and one of them is how we all view working from home. At the same time, customers are demanding better experiences, more tailored solutions, and a deeper understanding of their needs from the businesses they support. Let’s get digital.

Morale 52

Morale Surveys CRM Management 52

aircall

JANUARY 22, 2021

Great problem-solving skills and a little empathy in customer service go a long way toward turning frustrated customers into loyal customers and brand advocates. Customer support representatives expect to get a large number of calls from upset customers. The Role of Empathy in Customer Service.

Customer Support 62

Customer Support Call Center Wait times Best practices 62

RapportBoost

DECEMBER 17, 2018

We were fortunate to witness this great conversation with Heidi Rote from our valued client, Jenny Craig , and a 2018 ICMI Mover & Shaker on leveraging chat in today customer-centric communications world. And this time around, we are thrilled to have Heidi Rote today with us from Jenny Craig. Heidi Rote: I do.

Sales 49

Sales Contact Center Interactive Voice Response Customer centricity 49

Enghouse Interactive

FEBRUARY 12, 2021

As nationwide lockdowns continue, how has COVID-19 impacted customer service in the UK – and what lessons do companies need to learn going forward? Customer satisfaction is at its lowest level since 2015. All of these have meant it has been an extremely challenging time. The big switch to digital customer service.

Best practices 54

Best practices Surveys Customer Service Customer Experience 54

ijgolding

AUGUST 11, 2015

We all have to interact with them. Why is it that an industry that directly affects all of us and one that is heavily regulated with authorities supposedly protecting the interests of consumers/customers, is so often completely failing to deliver experiences that get even slightly close to meeting our expectations?

Customer Experience 88

Customer Experience Customer retention Accountability Customer centricity 88

Russel Lolacher

JANUARY 10, 2023

In this episode of Relationships at Work, Russel chats with organizational psychologist and SparkPath founder JP Michel on the importance of approaching career planning with a challenge mindset rather than solely on job titles and a “what do you want to be when you grow up” stance. How are you doing today?

Personalization 52

Personalization Engineering Marketing Employee engagement 52

Amity

AUGUST 19, 2016

What do you think makes a B2B company successful? If you put yourself in the shoes of a customer success manager (shoes I’ve filled more than once), the correct answer will be revealed… If your customers are succeeding (with your tools, support, and encouragement), then you’re succeeding too.

Morale 65

Morale B2B Feedback Personalization 65