How to Disrupt Your Competition

ShepHyken

Your customers want your product to meet their expectations. Your customers also expect to receive a positive customer service experience. Everyone is striving to create a good experience, at every level. How can you stand out?

This Is How You Get Customers To Accept Your Word As Final

Myra Golden Media

Do you find it difficult to get customers to accept your word as final? Or even better, do they ask to talk to your manager? The thing is, we all need to get better at making our answer the final answer. Making your answer the final answer comes down to two things.

This Is What You Say When a Customer Cusses At You

Myra Golden Media

But never have I dared to cuss at a person in a customer service role. And I get rather upset about lousy customer service and still manage to talk nicely to people about any issues I encounter. It isn’t possible for me to help while listening to that language.

When You’re Responding to a Complaint Over Chat, Text or Social Media, Your Reply Must Do These 3 Things

Myra Golden Media

Your interactions with customers who have experienced a problem need to be structured in such a way that you restore the customer’s confidence in your company, and you regain their goodwill. In the first sentence of a letter, an airline said to customers, “We are sorry and embarrassed.

Building a Successful Community Superfan Program

Speaker: Jake McKee, CEO and Lead Strategist, Community5

Three Simple (But Important) Things To Remember About Giving Bad News To Customers

Myra Golden Media

No one likes to deliver bad news to customers, but for a lot of us, giving bad news is a regular part of business. You know the feeling – you probably get nervous, or you have to transfer a call to your supervisor because the customer won’t accept your word as final.

Top 10 Posts on Brand Building Strategies of 2018

C3Centricity

A New Year tradition we started here at C3Centricity back in 2011, is to share our most popular brand building strategies and posts of the year. This gives everyone a chance to catch up on our best posts that they may have missed. Are they right to do so? To Survey.

This Will Be the Year of (Really) Building Rapport with Customers

Myra Golden Media

For all of my onsite customer service workshops and keynotes, I arrive at least 45 minutes before we start so I can meet and talk to the people who’ll be spending several hours with me. Taking a few seconds to create rapport makes interactions much smoother and more pleasant.

Simple Guidance for Building Rapport with Customers When You Have to Give Them Bad News

Myra Golden Media

When you can’t tell your customer exactly what they want to hear, maintaining a sense of rapport can be challenging. But it’s possible to give your customer lousy news with empathy and a positive slant. Relay that you understand how the customer feels.

How to Send the Message That You Care to be Your Best Every Day

Steve DiGioia

Next comes finding the perfect location to set up shop and after almost a year you’re finished. Sure, you had to get over a few hurdles and you corrected some mistakes but now business is steady. But for how long? Your focus is only on the things that are important to you.

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How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

3 Ideas to Help Customer Service Employees Work Through Burnout

Myra Golden Media

Guilt was my first response to burnout. How dare I feel bored, dis-interested and un-creative. So many people would be happy to be where I am; I should be grateful. Don’t allow customer service employees to spend more than 80% of their time on the phones.

How to Tell Customers What They Don’t Want to Hear In a Chat

Myra Golden Media

I’d bought something for my Dad and had it shipped directly to his home. So I reached out over chat, and this is what I was told: “We are constantly looking for the best prices to offer our customers, and that sometimes means a lower price is featured.

Delivering Bad News to a Customer

Myra Golden Media

My course, “Delivering Bad News to a Customer” for Lynda.com and LinkedIn Learning is now live! If you struggle with how to deliver bad news to customers, you’ll want to take this class. Being open to additional questions.

4 Secrets About Human Tone In Chat That Nobody Will Tell You

Myra Golden Media

Chat support is not supposed to be rote like an ATM transaction. The idea is to insert a personal tone so you can build rapport and even delight customers. I have my clients do four things in chat interactions to make them more human. We’re always glad to help.”

A New Segmentation Model for Customer Onboarding

20 Things to Say to Regain Control with Challenging Customers (Free Packet)

Myra Golden Media

How to Respond to the Yelling or Cursing Customer – Plus More Diplomatic Phrases to Help You Regain Control in 9 Common Situations with Difficult Customers. Customer Experience Design Difficult Customers How to deal with Difficult Customers How to Talk to Customers

How to Reduce Friction

ShepHyken

The other day I was interviewed and asked, “How does one get started?”. My flippant answer could have been, “Read the book and find out,” but instead I gave an answer that was simple and applicable to any type and any size business. It’s where you want to start.

Three Ways To Fix the Escalation Problem

Myra Golden Media

It’s time to fix the escalation problem. Here are three ways you can prepare your employees to de-escalate so you can take a little stress out of everybody’s life. See How Much It Costs You To Resolve Most Customer Issues. De-escalation How to De Escalate

How to Measure Customer Satisfaction With CSAT

GetFeedback

Do you really know how your customers feel about your products and services? How about the quality of your customer service? The only way to really find out is to ask, which is why so many companies measure customer satisfaction regularly. When to use CSAT.

The Top 3 Ways to Forecast for Your Contact Center

professionals are judged—some go so far as to say. be one of the most challenging ways to optimize. How, for instance, can you forecast. It’s impossible to comprehensively. leads to a spike in contact volume, which in turn. leads to long handle times.

How To Create Innovative Service

Beyond Philosophy

Customer loyalty consultants refer to it as Innovative Customer Experience, and it is the key to getting your customers to talk about your experience to everyone they know. The main difference is that customers expect your experience to be value-added.

How to Understand Customers Preference

Beyond Philosophy

How to Understand Customers Preference. Have you ever noticed how some people put a lot of letters after their names in their signatures and bylines? Then, I remember that when I introduce myself, I often refer to my status on LinkedIn as one of the top 150 Business Influencers.

How To Manage Expectations

Beyond Philosophy

A Tufts University researcher named Silke Forbes thought it odd that she arrived 30 minutes early on a flight from Cleveland to Washington. How could she be early for a flight that was taking longer? If I don’t land until 2:30, I’ll feel stressed about getting to my 3:30 p.m.

How to Increase Sales During the Holidays

Call Center Pros

It is no secret to anyone that this is the busiest season of the year for most businesses. It is the ideal period to offer varied products to different niches, which for, only this time of the year, will coincide with the purchase period.

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The Number One Factor in Your Contact Center’s Success

Speaker: Jim Rembach, President of Call Center Coach

3 Expert Tips to Pre-empt an Escalation with a Customer

Myra Golden Media

I remember being a new manager preparing to deliver bad news to a group of executives. You go in there and answer their every question, before they even have a chance to ask you anything. Three weeks later, I delivered the dim news to a group of 68 executives, all men.

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

Myra Golden Media

If you find it hard to get customers to accept your word as final and if too many of your customers just go over your head to talk to a supervisor who will tell the customer the exact same thing, you need to read this. Of course, I didn’t want to pay it.

How To Measure Customer Emotions

Beyond Philosophy

We discussed how to measure customer emotions on our recent podcast. Today we will discuss how to measure feelings, which feelings you should measure, and where and when you should measure them. How Do We Measure a Feeling? There is no one way to measure emotions.

How to Manage Uncertainty

Beyond Philosophy

How to Manage Uncertainty. I heard the manager say about the team that you have to control the controllable. I quite like that phrase and I believe it is the key to managing uncertainty in your business for your customers. In some ways, this is how you manage uncertainty.

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

The 3 Biggest Mistakes Employees Make When Giving Bad News to Customers

Myra Golden Media

Telling customers what they don’t want to hear is one of the hardest things customer service employees will ever have to do. Giving bad news is hard because of the fear of backlash and because so many customers will just escalate to a supervisor in hopes of getting a different response.

How To Measure Customer Emotions

Beyond Philosophy

How do we measure a feeling? The post How To Measure Customer Emotions appeared first on. What emotions should we be measuring? Where and when should we be measuring them? Colin and Ryan discuss what is best practice and what you should be doing.

How to Be a Happy Customer

Provide Support

What it takes to be a happy customer. There are many talks around what companies should do to create happy customers. To a great extent it is in our power to have positive customer experience wherever we go and whatever we purchase. Was there anyone to blame?

How To Lie Effectively!

Beyond Philosophy

Lying is a rotten thing to do. The researchers, including Dan Ariely , author and Professor of Psychology and Behavioral Economics at Duke University, wondered if your brain adapted to being deceitful. Lying Creates a Gateway to More Lying. The post How To Lie Effectively!

Study: The Health of the Contact Center

500 million to revamp the in-flight experience for its customers and improve customer relations in the contact. center, showing that brands are willing to do—and spend—what it takes to create loyal customers. In order to be successful in today’s. continue to increase.

You Get What You Tolerate (From Employees)

Myra Golden Media

So, if your employees aren’t friendly, helpful, and showing empathy, you have to ask yourself, Have I been tolerating poor performance? If you want to see change, you have to set expectations, have coaching conversations, and be willing to deal out consequences.

5 Top Customer Service Articles for the Week of December 3, 2018

ShepHyken

I have added my comment about each article and would like to hear what you think too. How the leader in the cockpit builds a brand by Alaina Love. My Comment: While this article’s title claims to focus on the retail industry, the four tips in this article could apply to any industry.

How to Make Your Customer Experience Convenient

Beyond Philosophy

It is crucial you ensure you are making it as easy as possible for your customers to do business with you. Today, we are going to discuss some areas you can look at to do just that. I hated creating a bloody list and taking it up to the store because it wasn’t convenient.

How to Distribute Surveys to Get Quality Responses

GetFeedback

Even though creating an online survey nowadays is much easier than in the past, that’s not to say all aspects of surveys are easy. The distribution plan for your online surveys should put your existing outlets and channels to use while focusing on the goals you’re trying to accomplish.

7 Steps to Elevate Your Customers' Experience

Learn how to walk through your customer's journey in order to improve their satisfaction and engagement