How to Make Vision Writing Your Next Team Building Exercise

Toister Performance Solutions

They contact me to ask if I know of any good exercises or resources. The ultimate customer service team building exercise is writing a customer service vision. Team building seems to be a hot topic right now.

Journey Maps: Not an Exercise in Futility

CX Journey

One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. This is key to avoiding that "exercise in futility" mentality or outcome.

Uplifting Service Book – Group Discussion Guide

Up Your Service

Uplifting Service book book discussion guide management alignment reader's guide Service Culture study guide teambuilding exerciseUplifting Service Group Discussion Guide.

Uplifting Service Book – Group Discussion Guide

Up Your Service

Uplifting Service book discussion guide management alignment reader's guide Service Culture study guide teambuilding exerciseUplifting Service Group Discussion Guide.

Don’t Ignore the Economics of Your Contact Center

Contact Center Pipeline

Not dentist-root-canal painful, more like exercising-again-after-taking-a-longer-break-than-you-should-have painful. Fair warning: Reading this article could be painful for you.

12 Tips to Find Time for Coaching

Contact Center Pipeline

You wouldn’t exercise just once in a lifetime and say that you were done. Customer experience, employee engagement and sales results are driven by effective coaching. Coaching helps develop your agents’ skills. Done right, it also improves morale and employee retention.

I Showed Up At My Workshop with Nothing But a 12-Foot Pole. And Here’s What Happened.

Myra Golden Media

Within seconds, the group learned that this exercise was anything but simple. We spent the rest of the workshop discussing the exercise. We jumped into the exercise without asking Myra questions, and we didn’t try to strategize together.

The Three Words that Describe Your Company

ShepHyken

So, as we approach this year’s customer focused holiday, I want you to consider working through an exercise that will help you create a better customer service experience. Now, back to the exercise. Sounds like a simple exercise, and for some it will be.

Kick Start and Optimize Your NPS for 2017

CustomerGauge

Did you really exercise four times a week this year? How often do you keep your New Year’s resolution? Come on, be honest! Or skip the desserts and that end of day cigarette? Shh, I won’t tell. Get on with your bad self.

10 Takeaways Your Employees Get From My Telephone Skills Online Training

Myra Golden Media

Participate in an exercise that helps you immediately adopt and apply what you learn in this course! Maya Angelou once said, “People will forget what you said. They will forget what you did. But, people will never forget how you made them feel.”

Most People Don’t Get That They Have Internal Customers

Myra Golden Media

I do an exercise in my workshops using a 12-foot pole. People find this exercise hard. I don’t think that most people get that there are only two functions in a company. You’re either serving customers, or you’re serving someone who serves customers.

How To Build Your Customer Listening Skills

Toister Performance Solutions

This short post will share some straightforward training exercises you can use to improve your customer listening, or help the people on your team. Listening Skills Training Here are a few exercises that can help you take your listening skills to the next level.

What is Digital Transformation?

Connect Managed

We now live in a world where our fridges can order food, our wearables can track and analyse our exercise habits, and we can receive updates about important events right as they’re happening.

You Didn’t Know a 12-foot Pole Could Teach You This

Myra Golden Media

Within seconds, the group learned that this exercise was anything but simple. The exercise is astonishingly hard. One of the goals for my customer service training in Cerritos, California yesterday was to help employees follow-up with colleagues, to close the loop so that everybody was up to date on what’s being done to fix issues for customers. I designed a short lecture and a small group discussion to address this.

Write Your Company’s Bestselling Customer Service Book

ShepHyken

One of the most popular exercises we share with our clients is something called the Moments of Magic Card®. However, for the purpose of this exercise, only one example is needed. Here is an idea that just about any organization can do – write a book. But, not just any book.

Core Values are Decision Filters

ShepHyken

It was Tony Hsieh’s book that inspired Hopkins to write his own culture book, which is a great exercise for an organization to consider. I’m honored to be the keynote speaker later this year at Office Pride , a franchisor of commercial cleaning service companies.

On-Demand Webinar: Lessons for HR in Building a Service Excellence Culture

Up Your Service

Getting all stakeholders onboard and driving cultural change is a difficult exercise. Launching transformative initiatives is one step close to bringing change, but sustaining them is the more difficult exercise.

Start. Stop. Continue — three Powerful Words for Goal-Setting, Process Improvement, and Self-Improvement.

Myra Golden Media

My Start, Stop, Continue activity is a goal setting and reflection exercise in one. I end all of my customer service workshops by asking participants to write down three words. Start, Stop, and Continue.

ForeSee Helps Life Fitness Ramp Up Customer Experience Analytics

ForeSee

When Life Fitness wanted to step up its online efforts and relaunch its website, the exercise equipment manufacturer turned to ForeSee. Life Fitness knew it needed a partner with a. The post ForeSee Helps Life Fitness Ramp Up Customer Experience Analytics appeared first on ForeSee.

Eliminate Your Fears And Doubts About Coaching Problem Employees

Myra Golden Media

A 2-minute Exercise to Help You Feel Confident and Powerful Before Having Tough Talks. One of the things I’m working on for you in 2019 is giving you tools to help you coach your employees and hold them accountable, so they’re positioned to deliver the best possible customer experience.

Why Employees Say the Wrong Thing to Customers

Toister Performance Solutions

Here's an exercise called "Say this, not that" from the book, The Effortless Experience , by Matthew Dixon, Nick Toman, and Rick DeLisi. Whenever I've run this exercise, we've had a lot of fun coming up with the list of things not to say.

Here’s a Training Activity for Empathy In Customer Service

Myra Golden Media

I’m giving you the actual exercise I gave to the employees in the customer service training I delivered this morning, along with the discussion questions I used.

Jenny Dempsey to Speak at ZenDesk Relate Conference

Customer Service Life

You’ll be guided through an interactive exercise that can pinpoint an area in your life needing more attention. In order to take the best care of others, we must first take the best care of ourselves. jennysuedempsey.

2019 XM Trends From Qualtrics Thought Leaders

Customer Experience Matters

It was a great exercise. This is the time of year for holiday cheer, family celebrations, and, of course, listings of annual trends! To help me identify trends for 2019, I reached out to some of the many thought leaders across Qualtrics and asked them to share one or two of the top experience management (XM) trends they are expecting to see in the coming year.

The Traits That Make for Good Customer Service

ShepHyken

There is an exercise we occasionally do in our workshops. My suggestion is to have a group of employees go through the exercise of listing all of the traits they can think of, both attitudes and skills.

This Business Book Was So Good That I Took 41 Pages of Notes

Myra Golden Media

For this self-improvement exercise, I’ve attended a webinar, read a book, watched a Ted Talk, or sat with a mentor over coffee. Every week I silo for three uninterrupted hours to invest in myself.

Why you’ll never be a unicorn great at all 10 CX traits

CX Advantage Walker

At the recent Qualtrics X4 event, we took a group of about 40 B2B CX professionals through a self-evaluation exercise. I hate to be the bearer of bad news, but as Steve Walker says in our bonus 10 Traits Recap podcast episode, “it would take a pretty special brand of unicorn.” And guess what? Continue reading. The post Why you’ll never be <del>a unicorn</del> great at all 10 CX traits appeared first on CX Advantage.

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A Unique Twist on Sending Cards to Customers

Toister Performance Solutions

The exercise turned the card Kerns sent into more than just a "thinking of you," and made it an exercise in sharing humanity. Do you send holiday cards to your customers? It's become hit or miss over the years.

Why Contact Center Solutions Should Prioritize the Agent Experience

SharpenCX

What if you had to switch between five different notebooks for your daily journaling exercise – only writing a sentence in each? Think about your morning routine, and pick out a single task. What if it took transferring your morning cup of coffee to three different mugs before you could drink it? Now, think about [.]. Read More. The post Why Contact Center Solutions Should Prioritize the Agent Experience appeared first on Sharpen Contact Center Software. Customer Experience

5 Top Customer Service Articles for the Week of January 14, 2019

ShepHyken

Here’s a nice article that has several good ideas to help you take advantage of the work you put into the journey map exercise. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week.

4 Best Practices To Incorporate Wellness In Your Contact Center

Call Center Weekly

Try this: To get a snapshot of all areas that can contribute to your health, complete the Circle of Life exercise. This exercise may look different from day to day depending on what is going on in your life.

Contact Center Supervisor Training – Contact Center Fitness Boot Camp

Call Center Coach

Each day, for 14 days virtual campers can access a new video in their Private Facebook Community with instructions and an opportunity to share their experience, learning, exercising, and to get motivated with other boot campers.

How to Encourage Employees to Deliver Exceptional Customer Experiences

Satrix Solutions

Customer Journey Mapping Exercise. One idea is to conduct a Customer Journey Mapping exercise. Keep in mind, the role-playing exercise is not a time to point fingers.

Simple Training Plan: Preventing Customer Anger

Toister Performance Solutions

Exercise Files: The Working with Upset Customers training video comes with a set of downloadable exercise files to help implement concepts from the course. Assignments for next week: Exercise: Experiment with rapport-building techniques to create personal connections with customers.

5 Little Tricks To Get Customers To Accept Your Word As Final

Myra Golden Media

This exercises gave us immediate responses to the most challenging interactions, and it boosted the confidence of the entire team.

Ignore This At Your Peril: How Customers Decide

Beyond Philosophy

For example, you meet someone who eats vegan, so you assume they also exercise on a regular basis because your sister is a vegan and she is (obnoxiously) health conscious and exercises all the time. You want your Customers to buy from you – obviously!

CX and EX (Customer Experience and Employee Experience)

ShepHyken

In many of our customer service workshops, we do an exercise where the participants answer a powerful question that helps them understand what makes them different: Why should someone do business with us?

Simple Training Plan: Eliminating Repeat Service Failures

Toister Performance Solutions

Exercise Files: The Working with Upset Customers training video comes with a set of downloadable exercise files to help implement concepts from the course. Assignments for next week: Exercise: Follow-up with an angry customer to preserve the relationship.

The 3 Trends Customer Experience Professionals Can’t Afford to Ignore

Beyond Philosophy

This exercise will not reveal the real reasons customers decided to buy. . The Three Trends You Can’t Ignore in CX Today. As a Customer Experience professional, understanding three trends today is imperative.

8 Ways to Refresh Your Support Teams’ Customer Service Training – Part 1

Peter Lavers

2 Role Play Exercise. To learn how to develop empathy for rude or demanding customers, perform the role play exercise with the steps listed below. This is the first instalment of a 2-part blog from our new guest blogger Jason Grills – welcome Jason!