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.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

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.

How to Choose the Right Customer Service Objective

5CA

Many people view customer service as a purely reactional exercise. Questions come in, answers go out. That's it. Right?

What’s Your Customer’s Panic Question?

Myra Golden Media

I have my workshop participants go through this exercise for at least ten issues. Do this exercise in your company, and you’ll instantly improve customer interactions.

Tips to Manage Anxiety and Stress

CSM Magazine

Include daily exercises to help you feel good and maintain your health. Strive to include some exercises in your routine and spend more time on the move. For the most significant benefits of exercise, try to include at least two and half hours of moderate-intensity activity (e.g.,

Tips to Manage Anxiety and Stress at Work and Study

CSM Magazine

Include daily exercises to help you feel good and maintain your health. Strive to include some exercises in your routine and spend more time on the move. For the most significant benefits of exercise, try to include at least two and half hours of moderate-intensity activity (e.g.,

Why You Need to Treat Your Business Relationships Personally

The Upsell

And to connect with people, it’s important to understand it’s an emotional exercise and it’s always taken personally. Relationships: Personal, business and customer are all the same.

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.

New Year’s Reflections: Celebrate Your Accomplishments

ShepHyken

I have a little two-part exercise for you to do. The second part of the exercise is to create a plan to repeat them. I’m going to break away from my typical articles about customer service and experience and get personal.

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.

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.”

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.

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.

2020 Investments & the Customer Experience Priority

NICE inContact

It’s a daunting exercise each year to calibrate your investments for the next 12 months. As the fiscal year 2019 draws to a close, most business leaders are forced to hoist a familiar bag of bricks, the strategic plan for the year ahead.

Three Prerequisites to Setting Net Promoter® Targets

Genroe

This is not a trivial exercise. What gets measured, gets done, or so the saying attributed to the great management guru Peter Drucker goes.

3 Voice Technology Use Cases to Inspire Your Digital Transformation

Connect Managed

However, digital transformation is a challenging exercise and, understandably, the motivation to shift technology gears can be elusive. Countless companies rely on contact centres to service customer queries and generate sales revenue.

Your Emergency Response Plan—Be Prepared

ShepHyken

For some cases, you may consider repeating these training exercises and drills every six months. One of our Shepard Letter subscribers, Tom Korff, wrote in with an important question: how should customer support agents handle callers who are threatening to harm themselves and/or others?

5 Top Customer Service Articles for the Week of July 1, 2019

ShepHyken

My Comment: Journey mapping is a powerful exercise that all companies should practice. This excellent article breaks down the process with six steps that it takes to work through this important exercise.

The Non-Designer’s Design Book by Robin Williams (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at The Non-Designer’s Design Book by Robin Williams. Check out the video below to hear Adam’s one win that you can take away from The Non-Designer’s Design Book to improve your organization’s customer experience and customer service.

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.

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.

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.

Younger Next Year by Crowley and Lodge (a One Win Book Review)

Customers That Stick

The key to the program is found in Harry’s Rules: Exercise six days a week. In this One Win Book Review, we take a look at Younger Next Year by Chris Crowley and Henry S. Lodge, M.D. We are starting off the year with a bit of a departure from our normal business books.

How Pulling Away for 3 Hours a Week Can Actually Make You More Productive

Myra Golden Media

Pulling back from the hustle and grind to self-develop gives me energy and creativity to come back and own my week, and I promise you, this exercise will help you boss up, too. Every week I set aside three uninterrupted hours to work on me.

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.

The 7 Telltale Signs of a Company NOT Committed to Customers

Beyond Philosophy

This exercise requires self-analysis and answering critical questions about the priority placed on Customer Experience. The 7 Telltale Signs of a Company NOT Committed to Customers. I discovered many years ago that I could determine whether a company was committed to customers pretty quickly.

Journey Mapping in the Contact Center: 6 Insights to Maximize the Value

Customer Service Life

During the rollout of this new style guide, we selected an issue type or contact driver that frequently aggravates customers, leading to dissatisfaction, and facilitated a journey mapping exercise to see the before, during, and after for that particular issue type.

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.

Which 5 Traits Would You Choose to Build the Ideal Customer Service Agent?

Steve DiGioia

Do the exercise again. We scour resume after resume in search of the best candidate. But, as a service provider, we never truly know the applicant’s skill set until they’re hired and in contact with your precious customers.

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.

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.

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.

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.

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.

Don’t Let Customer Satisfaction Levels Fall This Autumn

ChaseData

This is why many people gain weight in the fall and during the holiday season, since things like diets and exercise regimens fall by the wayside in favor of comfort. As summer simmers down and makes way for autumn’s cozier climes, it is easy to become complacent in the things we do every day.

Sales 52

Customer Service Strategy: Avoid Common Pitfalls

Brad Cleveland

Developing strategies shouldn’t be an overly academic or formal exercise, with the result being a plan that’s really not put to use. Herb Kelleher, co-founder and former CEO of Southwest Airlines, once said, “We have a strategic plan. It’s called doing things.”

Don’t Just Fix the Problem. Fix the Customer

ShepHyken

At one of their corporate meetings they had a roleplay exercise where some of their employees pretended to be unhappy customers and others pretended to be employees at a dealership. One very clear message came out of the exercise. Customer Service Training.