Expert insights. Personalized for you.
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. MORE
We usually talk about how you should use the principles of brand management to deliver excellent Customer Experience. In other words, marketing your Customer Experience has given you everything you need to know about selling yourself. Marketing Yourself. MORE
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. MORE
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. MORE
First, I want to deliver a fast and complete support experience. Meaning, I want to answer the customer’s questions and solve any issues. That means, customers shouldn’t have to escalate to get help, they shouldn’t have to move to a call or email, and delays should be minimal. MORE
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. MORE
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. MORE
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 MORE
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. MORE
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. MORE
Time to share a meal with great company, whether family, friends, or coworkers. For them, it’s a time for stress, a time to deal with frantic shoppers looking for the perfect gift, and a time to work long hours with little time for themselves. Click To Tweet. MORE
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. MORE
Request Demo Talk to an Expert Contact Us For many customers, calling a business abroad can be difficult. This is why we often provide quick reference guides on how to dial certain telephone numbers… The post How to Dial South Africa from the United States appeared first on AVOXI. MORE
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? MORE
You’re ready to take the lashing this customer is about to give you. You know you personally did nothing to offend and upset this customer. But somebody did something, or something happened, that made this customer want to lash out at you. Imagine this. MORE
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. MORE
I have added my comment about each article and would like to hear what you think too. 37 Customer Experience Statistics You Need to Know for 2019 by Toma Kulbyt?. But, why are so many companies focusing on the customer experience and what happens to companies that choose to ignore it? MORE
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. MORE
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. MORE
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. MORE
How to deal with rude customers? The receiving end of a tirade is not a happy place to be, especially when the situation isn’t your fault. It is also challenging to handle customers effectively who are upset due to bad experience with your business. MORE
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. MORE
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 MORE
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. MORE
Do you reach out on social media to the businesses you purchase from? Your Facebook or Twitter account provides an opportunity to let them know how happy you are with their product – or not! So, how do you tell if your favorite brand monitors social media? MORE
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. MORE
does your Net Promoter Score tell you enough to make a difference? I’ll get to that in a moment but first, some background. Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings. MORE
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.” MORE
Make you irritable and not pleasant to be around. They went all the way to Game Seven. For those that don’t know, all the Stanley Cup games leading up to and including the finals are played as a best of seven series. The first team to score in overtime wins the game. MORE
I’m sharing three tactics from my handling demanding customers workshops to help you assertively (and politely) control challenging interactions with customers. What my employee was doing, certainly without realizing it, was priming customers to escalate up to a supervisor. MORE
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. MORE
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. MORE
Want to engage and connect with your customers more effectively? Then listen to what Matt Gillin, the co-founder and CEO of Relay Network , has to say. The secret of the game is to make it easy and frictionless.”. Again, Amazon comes to mind. MORE
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. MORE
How To Related Topics ShepHyken
SEPTEMBER 26, 2018
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?
Steve DiGioia
DECEMBER 16, 2019
Time to share a meal with great company, whether family, friends, or coworkers. For them, it’s a time for stress, a time to deal with frantic shoppers looking for the perfect gift, and a time to work long hours with little time for themselves. Click To Tweet.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
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. Making your answer the final answer comes down to two things.
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. In the first sentence of a letter, an airline said to customers, “We are sorry and embarrassed.
Advertiser: Skilljar
A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.
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. It isn’t possible for me to help while listening to that language.
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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.
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.
ShepHyken
FEBRUARY 26, 2020
Want to engage and connect with your customers more effectively? Then listen to what Matt Gillin, the co-founder and CEO of Relay Network , has to say. The secret of the game is to make it easy and frictionless.”. Again, Amazon comes to mind.
GetFeedback
DECEMBER 26, 2018
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.
Advertisement
Learn how to walk through your customer's journey in order to improve their satisfaction and engagement
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ShepHyken
NOVEMBER 14, 2018
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.
Myra Golden Media
MARCH 15, 2018
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.
Myra Golden Media
SEPTEMBER 5, 2017
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.
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.
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Learn 5 actions your organization can take right now to improve the customer experience
Myra Golden Media
FEBRUARY 5, 2018
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
ShepHyken
MAY 22, 2019
You’re ready to take the lashing this customer is about to give you. You know you personally did nothing to offend and upset this customer. But somebody did something, or something happened, that made this customer want to lash out at you. Imagine this.
ShepHyken
JULY 17, 2019
Make you irritable and not pleasant to be around. They went all the way to Game Seven. For those that don’t know, all the Stanley Cup games leading up to and including the finals are played as a best of seven series. The first team to score in overtime wins the game.
ShepHyken
AUGUST 26, 2019
I have added my comment about each article and would like to hear what you think too. 37 Customer Experience Statistics You Need to Know for 2019 by Toma Kulbyt?. But, why are so many companies focusing on the customer experience and what happens to companies that choose to ignore it?
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.
REVE Chat Blog
FEBRUARY 19, 2020
How to deal with rude customers? The receiving end of a tirade is not a happy place to be, especially when the situation isn’t your fault. It is also challenging to handle customers effectively who are upset due to bad experience with your business.
Myra Golden Media
DECEMBER 8, 2019
First, I want to deliver a fast and complete support experience. Meaning, I want to answer the customer’s questions and solve any issues. That means, customers shouldn’t have to escalate to get help, they shouldn’t have to move to a call or email, and delays should be minimal.
Myra Golden Media
JUNE 14, 2019
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.
Myra Golden Media
JULY 2, 2019
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.
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.
Myra Golden Media
JULY 9, 2017
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.
Steve DiGioia
JANUARY 8, 2018
Do you reach out on social media to the businesses you purchase from? Your Facebook or Twitter account provides an opportunity to let them know how happy you are with their product – or not! So, how do you tell if your favorite brand monitors social media?
Myra Golden Media
MAY 13, 2019
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
Myra Golden Media
AUGUST 29, 2019
I’m sharing three tactics from my handling demanding customers workshops to help you assertively (and politely) control challenging interactions with customers. What my employee was doing, certainly without realizing it, was priming customers to escalate up to a supervisor.
Speaker: Casey Kostecka, Convergent
Have you considered implementing gamification in your center but need additional insight and information on how to make it successful? Join us as we discuss Convergent's gamification experience, actual metric improvement results, and ROI data.
Myra Golden Media
JUNE 24, 2019
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.”
Beyond Philosophy
NOVEMBER 19, 2019
We usually talk about how you should use the principles of brand management to deliver excellent Customer Experience. In other words, marketing your Customer Experience has given you everything you need to know about selling yourself. Marketing Yourself.
GetFeedback
DECEMBER 27, 2018
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.
ShepHyken
DECEMBER 3, 2018
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.
Speaker: Colin Shaw, Founder & CEO, Beyond Philosophy
To move your Customer Experience to the next level you need to move your thinking to the next level. By the end of this webinar, you will know: How to move your Customer experience to the next level. How to design into your Customer Experience.
Beyond Philosophy
MARCH 23, 2018
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.
Myra Golden Media
OCTOBER 29, 2018
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.
Avoxi
SEPTEMBER 5, 2019
Request Demo Talk to an Expert Contact Us For many customers, calling a business abroad can be difficult. This is why we often provide quick reference guides on how to dial certain telephone numbers… The post How to Dial South Africa from the United States appeared first on AVOXI.
Steve DiGioia
SEPTEMBER 24, 2018
does your Net Promoter Score tell you enough to make a difference? I’ll get to that in a moment but first, some background. Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
Speaker: Shep Hyken, Bestselling Author & Customer Experience Expert
By the end of this webinar, you will know: How to reduce friction in your customer interactions. How to use subscription models to provide convenience. How to leverage cutting edge technology to make your customers' lives easier.
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