ShepHyken

SEPTEMBER 26, 2018

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition. Your customers want your product to meet their expectations. Everyone is striving to create a good experience, at every level.

Automotive 1281

Automotive Customer Service Customer Experience Management 1281

Myra Golden Media

DECEMBER 28, 2022

In this course, I explain why customer calls get out of hand and introduce a simple process to get you back in control. You’ll leave the course with actionable tips to turn long, problematic phone calls into polite and efficient interactions.

Customer Service 263

Customer Service Management Customer Experience 263

Steve DiGioia

OCTOBER 8, 2020

Their goal is to make their customers feel important and serve them well. But most servers are friendly and really try to make your dining experience enjoyable. How Do You Make Your Customers Feel Important? What is the Key to Great Service? Click To Tweet.

Personalization 133

Personalization Customer Service 133

Shep Hyken

JUNE 30, 2021

Not long ago I covered six ways to handle angry customers. So, after you read this, I urge you to go back and read the original article. This is a follow-up with another half dozen techniques to manage angry and/or difficult customers.

Management 113

Management Customer Service 113

Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.

In this webinar, Tim Buteyn of ThinkingKap Learning Solutions will explore how to optimize learner engagement with scenario-based training. You'll learn what makes up scenarios, how they benefit the learner, and why this is important to your organization. You'll also dive into real-world examples across a wide range of budgets and look at how typical training content can be completely transformed.

Steve DiGioia

AUGUST 17, 2020

Always address the point of the argument, NOT, the emotions attached to it. Example: John is upset that his suggestions for improvements to an upcoming project weren’t adopted, so he vents his frustrations about being overlooked or undervalued. Do this before speaking to John again.

Management 278

Management 278

Steve DiGioia

MARCH 8, 2021

Today’s post tells you how to stop giving customer service like a useless scarecrow. These are the deadwood employees hired in a desperate attempt to quickly fill open positions and with little regard to their qualifications. He knew what to do and when to do it.

Customer Service 159

Customer Service Benchmark Best practices Customer Care 159

Steve DiGioia

SEPTEMBER 10, 2018

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. But what about the unspoken messages you’re sending to your customers? can a crooked sign ruin your business? This original article was written by Steve DiGioia.

Sales 175

Sales Marketing Customer Service 175

C3Centricity

MAY 28, 2022

One of my clients, who is following the 50 weekly actions for customer centric excellence as described in my book Winning Customer Centricity , recently asked me for some ideas on how to better involve their customers in co-creation. According to Wikipedia co-creation is.

Advertising 76

Advertising Personalization Management Marketing 76

Nicereply

JANUARY 16, 2023

Every customer service team has to deal with angry customers and haters. Use these practical strategies to create better interactions. How often do you find yourself dealing with severe and targeted criticism? 5 steps to deal with haters in customer service.

Customer Service 56

Customer Service Feedback Airlines Construction 56

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

Customer Experience

C3Centricity

MAY 1, 2021

Denyse Drummond-Dunn · How to sell more to less: the essentials of segmentation. Subscribe on Apple Podcasts to get new episodes as they become available.”. . Businesses often make the mistake of trying to sell to everyone. Well, if you try to please everyone you end up delighting no-one. Read on to find out why. Your brand needs to appeal to a group of customers who are looking for the solution you are offering.

Customer centricity 79

Customer centricity Marketing Consulting Consulting 79

JustCall

JANUARY 16, 2023

Calling from one country to another is different from a domestic calling. For instance, if you’re in the United States and want to contact someone in Australia. This blog offers a guide on the most proficient way to call Australia from the US.

voip 52

voip Wireless Chatbots Self service 52

Myra Golden Media

FEBRUARY 6, 2018

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. It’s pretty easy to give a firm answer when you have the right approach. Making your answer the final answer comes down to two things. I talk about how to make your answer the definitive solution in the short video below.

Call Center 313

Call Center Customer Service Management 313

Myra Golden Media

FEBRUARY 16, 2018

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. You can do this in just three steps, whether you’re talking to your customer over email, chat, text or social media. The first thing you have to do, to restore confidence, is acknowledge customer concern in the first sentence of your interaction.

Airlines 163

Airlines Personalization Customer Experience 163

Speaker: Chris Paxton McMillin, President of D3 Training Solutions

People prefer to learn in their native language, so localizing eLearning helps genuinely engage learners and gives them that much-needed sense of inclusion. In this exclusive webinar with Chris Paxton, learn how to ensure that authentic translation and localization work for your organization!

Best practices

Myra Golden Media

JANUARY 23, 2018

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. You have to draw the line on unacceptable behavior with customers, just as I hope you do in your interpersonal relationships when people disrespect you. Diplomatic comebacks to cussing set you up as professional and assertive, and they help you get the respect you deserve.

Customer Service 209

Customer Service Personalization Management Customer Experience 209

Nicereply

MAY 18, 2022

That sudden disengagement leaves store owners disillusioned and desperate to improve their existing customer experience. But how to do it? A customer journey map illustrates how a customer experiences a business. How to Create a Customer Journey Map.

Journey mapping 87

Journey mapping Analytics Feedback Customer Experience 87

Steve DiGioia

SEPTEMBER 12, 2016

Now children, we are going to have free time. Each of you will be able to do whatever you want until class is over” said the teacher. Adaptability is rampant to suit the client’s wishes/needs. And the bosses want to be a “friend” to their subordinates. Any great business must run like a movie set where each employee is an actor with a specific role to play. The director, or senior management, sets the tone for all to follow. But to what extent?

Management 153

Management Scripts Coaching Accountability 153

Myra Golden Media

JANUARY 26, 2023

Meet with me for a 45-minute discussion on how to coach your team to be more effective with soft skills. Those with strong emotional intelligence deliver bad news confidently, control calls easily, and prevent escalation. This is why I teach empathy, connection, and listening.

Coaching 156

Coaching Customer Experience 156

Speaker: Connie Malamed, Founder of Mastering Instructional Design and Publisher of The eLearning Coach

Well-designed materials can motivate learners, improve comprehension, and assist optimal retention. If you need rapid, easily actionable ways to improve your eLearning and slides, join this session to learn the power principles that will have the biggest impact on your designs.

Nicereply

FEBRUARY 28, 2022

Regardless of how well trained your team is, how customer-centric your processes are , or how much you want to delight your customers, negative feedback is bound to arise. When sharing feedback with an agent, how you say it matters just as much as anything else.

Feedback 87

Feedback Construction Customer centricity Personalization 87

ShepHyken

JUNE 24, 2020

Get ready to do a little math. It’s about customer retention—which can lead to customer loyalty. Loyal customers are important to all businesses regardless of industry or size—large, small, B2B or B2C. It’s easy to measure customer satisfaction at different levels.

Customer retention 336

Customer retention B2C B2B Customer Service 336

kommunicate

APRIL 22, 2021

He told me about an experience he had on Facebook when he set out to understand what to consider as a career. He came across a university page and decided to have an interaction with a messenger bot. The post How to Build Chatbot for Facebook?

Chatbots 82

Chatbots 82

Nicereply

MAY 25, 2022

When it happens, the right thing to do is own the mistake and apologize to anyone affected. However, if the business said sorry on top of the credit, satisfaction increased to 74%. Saying sorry is the most effective , cheapest way to turn around a bad customer experience.

Customer Service 87

Customer Service Education Accountability Personalization 87

Speaker: Zak Haitkin, Localization Manager

From broad communication to eLearning and virtual content distinctions to understanding the unique cultural nuances of a new demographic, there are many factors at play when it comes to localization projects at scale. Join this webinar with localization manager Zak Haitkin to dive into the details!

Management

Myra Golden Media

APRIL 17, 2017

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. Can you imagine how draining this must be? But there are other ways to get employees off of the phones for part of their day. Let employees attend meetings, perhaps in your place, from time to time.

Agent burnout 192

Agent burnout Customer Service Call Center Feedback 192

Callminer

DECEMBER 28, 2022

Read this blog to learn more about customer sentiment analysis and how it can help improve customer service, guide agent behavior, and more Customer sentiment is a crucial metric for every business.

Metrics 182

Metrics Customer Service 182

Myra Golden Media

DECEMBER 17, 2018

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. It’s time to figure out how to fix that! Here are Three Simple (But Important) Things To Remember About Giving Bad News To Customers.

Customer Service 210

Customer Service Personalization Call Center Management 210

C3Centricity

JULY 20, 2020

Although I love quotes, especially about how to succeed, I love success even more. One of my favourite quotes on the topic of success comes from Winston Churchill during his address to the Harrow School (UK) during WWII in 1941. How you React to Failure Could Make You a Success.

Marketing 80

Marketing Coaching Customer centricity Sales 80

Speaker: Liz Richardson and Deena Zenyk

If you’re a marketer, or you need more information and understanding on how to turn customers into advocates, you need this upcoming webinar. You will learn: best practices for architecting a customer advocacy program, key outcomes & measurements, how to identify and recruit advocates from your community, and incentive types and how to use them. Register now for October 6th, 2021, at 12:00pm EDT.

Customer advocacy

Nicereply

OCTOBER 26, 2022

Learn how to communicate reduced service hours while keeping your CSAT as high as possible. In this episode of Content Pie , we’ve gathered the best blogs on how to communicate reduced service hours. Welcome to Content Pie #8!

Customer Support 52

Customer Support Personalization Customer Experience Customer Service 52

ShepHyken

AUGUST 21, 2020

He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience. Over the last few months, most businesses have had the opportunity to reconsider processes, products, and people. Fortunately, there is no mystery to it.

Customer Experience 550

Customer Experience Government Feedback Customer Service 550

CX Global Media

FEBRUARY 10, 2021

He wanted them to be more focused on the customer, but he could not possibly dictate any decision to them because they were more experienced than he was. Sean Ryan was put in charge of an engineering team that had more experience than he had been alive.

Engineering 156

Engineering Customer Experience 156

GetFeedback

NOVEMBER 1, 2020

How to provide the best customer service and support during this unprecedented holiday season. Guides

Customer Service 143

Customer Service 143

Speaker: Rick Nucci, Co-Founder & CEO of Guru

With the advent of chatbots, artificial intelligence, interactive voice response, and machine learning, novel technologies continue to disrupt the contact center industry. How to leverage AI to drive cloud-based solutions in contact centers.

Interactive Voice Response

delighted

AUGUST 10, 2022

Customer churn is an inevitable part of running a company – but by measuring it, understanding it, and taking action to improve it, you can turn lost customers into opportunities. Ultimately, for one reason or another, they’ve decided that they no longer want to be your customer.

Feedback 83

Feedback Journey mapping Surveys Metrics 83

Steve DiGioia

JULY 5, 2021

Along with all the responsibilities of your job and the myriad of tasks you must do each day, I want to add a few more things to that list by asking you to use these 10 phrases that will make someone’s day better. It’s not that difficult to do. Here’s how to do it.

Personalization 240

Personalization Customer Service 240

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. What Does an Allergy Have To Do With Customer Service?

Customer Service 264

Customer Service Education Accountability Management 264

CCNG

JANUARY 25, 2023

Are you taking steps to tackle Quiet Quitting in your call centre? Do you even know where to start? Perhaps when we use phrases like “coasting”, “clock watching” or “disengagement”, we are actually referring to Quiet Quitting without the label.

CCNG 195

CCNG Call Center Coaching Employee engagement 195

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

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

outsourcing