6 Customer Service Facts for Every Business
FEBRUARY 2, 2016
Here are my… 6 Customer Service Facts for Every Business. ~~~~~~~~~~~~~~~~~~. “ I recognize that my paycheck comes from the customers who buy my product or service. ” We are here to serve the customer and to ensure their needs, wants and desires are taken care of. I explain more in my Customer Experience Hamburger Podcast. Listen here.
Time for a Customer Service Makeover?
Who's Your Gladys?
NOVEMBER 30, 2016
Does your customer service need a makeover? Even in high-end service environments, a seemingly tiny disconnect between a customer and a service provider can cause a customer to walk away from your business. Here are a few ways to minimize these types of service disruptions. The post Time for a Customer Service Makeover? It was a.
Increasing the Efficiency of Digital Customer Service
MARCH 6, 2017
Today, digital innovations have sparked a transformation in the rules of customer engagement, a new age of customer service being driven by the customers, themselves. Read More. Jacada Blog
Handling Challenging Conversations with a Customer Service Focus
Who's Your Gladys?
AUGUST 4, 2015
It isn’t always easy to keep customers happy. Your ability to handle challenging conversations can make the difference between forming a stronger customer relationship and sending them to your competition. The post Handling Challenging Conversations with a Customer Service Focus appeared first on Who's Your Gladys?
What 1000 Consumers Say About Bad Customer Service
DECEMBER 8, 2016
5: Is it too late to win the customer back? What you can do to rectify bad customer service. We wanted to test word of mouth marketing to see if it could be used to rectify a customer’s bad experience. At Kayako, we help our customers get better at customer service. Good customer service is powerful for any company. CONTENTS. Takeaways.
The Subtle Differences Between Customer Support and Customer Service
DECEMBER 22, 2016
The term ‘customer service’ evokes nostalgia for sales clerks in long aprons in country town emporiums. Some see it as the old-fashioned version of customer support. Many people can’t distinguish between terms ‘customer support’ and ‘customer service’. Customer support’ appears cooler because it has been popularized by new technologies and software.
5 Proven Ways Women Are Better At Customer Service
AUGUST 8, 2016
I know this may cost me my “ man card ” but there is no way a man can compete with a woman when it comes to providing great customer service, period! We’ve all read books about how to provide great customer service. Let’s look at the facts of why women are better at customer service than men…. How does having patience help with customer service?
Customer Service Trends 2017: An Effortless Customer Experience is Vital for Loyalty
JANUARY 5, 2017
“In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it. They can easily search for a better alternative to your product or service. Your customers want to help themselves. Bain & Company.
Delivering Powerful Customer Service!
Wired and Dangerous
OCTOBER 24, 2016
Customers have changed! Research shows their expectations for customer service have increased 60% in the last 12 months. And 76% of customers say that the level of customer service you provide is the true test of how much your organization values them! Our experience with all three of these service providers was fantastic!
Can Great Customer Service Make Shopping Fun?
DECEMBER 17, 2015
isn't that what customer service is all about? Inattentive sales people, long lines, poor service, messy stores, high prices, etc. Retail sales people of today no longer know what customer service is. I haven’t been too happy with the past few suits, or the customer service I received, from the stores I have been to lately. I’m no different.
Customer Service Trends to Look for in 2017
DECEMBER 22, 2016
We hope your customer service department saw a lot of improvements in 2016. In this article, we’re going to give you a sneak peak at some of the customer experience trends that you can expect to see in the new year, and some tips on how you can put them into practice. Interactive email will grow and improve the customer experience overall. What makes customers satisfied?
Anticipatory customer service
DECEMBER 29, 2016
This is a brilliant illustration of anticipatory customer service. Airport customers don’t want to be lectured on the prudence of visiting the TSA website prior to traveling to review its policy pertaining to the transportation of wrapped gifts in carry-on or checked baggage. Order the Delight Your Customers Companion Guide by Steve Curtin and Brian O’Neill.
10 Warning Signs That Your Customer Service Sucks
AUGUST 24, 2016
We all want our customers to be happy with our products and services. As much as we want to assure the total satisfaction of each and every one of our customers, unfortunately, this is a practical impossibility. The problem might be with the quality of your product/service. But it might be largely due to your customer care practices. Customer Service
The Social Media Customer Service Opportunity
JUNE 14, 2016
I was astonished that they were able to steal customers in such a public fashion, and that the airline I’ve been loyal to didn’t care to fight back to keep me or to even resolve my issue. What’s the benefit of spreading awareness if you’re merely encouraging a negative narrative to take place among potential customers? After 20 minutes had dragged by I still hadn’t heard back.
The Importance of Compassion in Customer Service
Who's Your Gladys?
FEBRUARY 17, 2015
Customer Service customer service mindset customer service performance Listening passion performance Who''s Your Gladys? Compassion in Customer Service customer service article customer service training Some think it means feeling sorry for someone. Others may recall that it has something to.
What Makes Great Customer Service Great?
Wired and Dangerous
OCTOBER 17, 2016
Today’s wired and dangerous customers crave organizations that consistently deliver great service and create emotional connections with customers. Do you have people in your organization who consistently deliver great customer service? Lacey gets great service and of course remembered us from our last visit. As we expected Lacey was up for the challenge!
20 Customer Service Training Ideas and Activities for Busy Teams
JUNE 16, 2016
This activity is adapted from 10 Customer Service Activities To Supercharge Your Team. The concept of an attitude anchor is an activity or thing that helps you maintain the awesome attitude you need in order to be effective in customer service. The purpose here is to show how much more comfortable it is for customers if they know exactly what is going on.
12 Rules to End Bad Customer Service – Part 2
SEPTEMBER 7, 2015
Once again, time to discuss how to end bad customer service. 7 ► Be “a person” to your customer, not just “the waiter” or real estate agent or store clerk. Your customer will like a waiter but feel a connection to “a person”. Scripted conversations can easily turn off most customers. Customer Service end bad customer service
13 Shocking Customer Service Statistics
OCTOBER 9, 2015
It’s frightening to think just how much poor customer service can impact the customer experience and the overall reputation and bottom lines of brands and organizations. Recent consumer surveys have shown that just a single poor customer service experience can lead to the sudden demise of even the longest customer relationship.
Customer Experience Isn't Just About Customer Service
JUNE 9, 2015
One of the biggest mistakes that I see made by well-meaning folks in an effort to shift organizational thinking toward a greater focus on customers is the inability to distinguish between customer service and customer experience. Instead, I hear a lot of misplaced ideas and excuses; one that I hear often is: "But we have a customer service department.
Who Owns Customer Service?
MARCH 8, 2017
Customer service is what I’m all about. It is my life’s mission to help companies create a customer service experience that customers think is amazing. But, surely some company that is totally focused on their customers would already own it. These are the brands known for amazing service. The post Who Owns Customer Service? Really?
Raising Customer Service to an Art Form at the Townsend Hotel
Who's Your Gladys?
JULY 15, 2015
We love tapping into the experience of successful customer-focused business leaders. The hotel attracts a wide variety of distinguished customers, including celebrities shooting film or television, rock stars in town for concerts, or executives attending the town’s high-profile automotive functions. Customer Service Articles Customer Service Training in Michigan Townsend Hotel
SafeLite Gets It Right with Customized Customer Service
Who's Your Gladys?
OCTOBER 26, 2015
I saw a television commercial last week that shares an excellent example of exceptional, customized customer service. The post SafeLite Gets It Right with Customized Customer Service appeared first on Who's Your Gladys? Customer Service Customer Service Articles Customized Customer Service lori jo vest SafeLite
When Great Customer Service Is Inappropriate
SEPTEMBER 17, 2015
Matt writes about how great customer service almost ruined his RUSH concert! You know me; I am all about great customer service… knowledgeable, friendly, thoughtful customer service. Why then, am I about to tell you a story about an incident about knowledgeable, friendly, and thoughtful customer service that was actually (in my mind) inappropriate?
Take a Look Around to Improve Customer Service
Who's Your Gladys?
OCTOBER 2, 2014
If you were asked to describe the details of your customer’s experience, how accurate would you be? Best practices Customer Service Developing People Marilyn Suttle Customer Experience Customer Service Articles customer service training Leadership Are you clear about the look, messaging and ease of navigation on your website?
INFOGRAPHIC: 2015 State of Multichannel Customer Service
JULY 31, 2015
State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that customer service expectations, as well as views around the importance of customer service, are on the rise. In addition, customer service channel preferences, expectations and uses are changing. A newly-released 2015 U.S.
12 Rules to End Bad Customer Service – Part 1
AUGUST 31, 2015
Much has been said and written about the “ secret to customer service ”. Customers want this and don’t like it when you do that. Many offer some great, and probably very useful, ideas that will fix the issues of service. Well, I don’t know about “the secret” but here are my rules to end bad customer service. 1 ► If you can’t relate in a pleasant professional manner with people that want to give you their money, then maybe the customer service industry is not for you. Customer Service bad customer service bad service
Create a vision for your customer service education
MARCH 8, 2016
Back this vision up with customer service education and other measures and you can transform your business for the better. Your engaging service vision is one of the “12 Building Blocks for an Uplifting Service culture” we teach at UP! Your Service. Why do I need an engaging service vision to assist with customer service education?
Customer Service; Customer Experience; Customer Centricity – what is the difference between them?
NOVEMBER 30, 2015
It is difficult to deny that these three terms are becoming increasingly visible in the language of business: Customer Service. Customer Experience. Customer Centricity. Even though the difference between service, experience and centricity may be obvious to some, we must never assume it is to all. Customer Services is NOT Customer Experience.
Top 10 Customer Service Skills
OCTOBER 29, 2015
Strong customer service skills are a key element in the operation of every serious and successful business. Even small businesses that see an opportunity for additional earnings increasingly care about their customers and the level of service they receive. Good customer service is good for business. That very mentality begins to dominate over the desire for an immediate increase in profits, which often comes at the detriment of the customer. customer service people skills talentToday's post is a guest blog by Matthew Olszewski.
Is Emotional Intelligence Key To Outstanding Customer Service?
FEBRUARY 2, 2017
Working in customer support can leave you feeling like an unrecognized or unsung hero. Within a brief conversation the agent is expected to engage each customer, fix their problem and move on swiftly to help others. As an agent you are identifying the problem, taking control of the situation, and actively leading the customer to a solution. Customer support is a hard job.
5 Ways to Create Positive Customer Service Phrases
SEPTEMBER 14, 2015
If you work in customer service, then you know that words are incredibly powerful. But the right words also have the power to create happy, life-long customers. Using positive phrases can enhance customer engagement, and luckily for you, all you have to do is remember several simple rules and commit to positive customer service phrases. Are you confused?”.
15 Top Customer Service Training Courses for Your Agents (Half Are Free)
JUNE 30, 2016
Time and time again, we see evidence that great customer service experiences are critical in maintaining customer loyalty and satisfaction. According to research conducted in 2015 by Aspect Cloud Solutions , 76% of respondents see “customer service as a ‘true test’ of how much a company values them.” Customer Service Training by ALISON.
The social media dilemma: how to get the most dangerous customer service channel right
JANUARY 3, 2017
Here, we examine what leads customers to complain on social media, and how businesses can avoid many of these problems with an omnichannel customer experience. Why are customers complaining in the first place? While the cost of bad service might seem huge, it’s actually 1.2 But, what makes customers switch to a competitor? Create a 360 degree view of a customer.
What you can learn about customer service from Marc Benioff
SEPTEMBER 3, 2015
As a CRM provider, Marc’s perspective on customer service is unique; he has to look after his customers just as much as he has to help other businesses look after theirs. Here are three lessons to learn from the customer service expert: 1. Customers are discussing a company’s products and brand in real time. Create one-to-one relationships.
Seven technologies to improve customer service in SMBs
OCTOBER 22, 2015
Which technologies really can improve customer service? We’ve compiled the opinions of John Goodman, a leading customer experience researcher and author of Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service , who shared his findings in our webinar, ‘ Customer Experience 3.0: So, what is Customer Experience 3.0? Social media.
Customer Service Composure Tips: 5 Ways to Stay Calm Under Pressure
Who's Your Gladys?
SEPTEMBER 22, 2015
The post Customer Service Composure Tips: 5 Ways to Stay Calm Under Pressure appeared first on Who's Your Gladys? attitude Best practices Communicating with Customers Customer Service customer service mindset customer service performance Developing People Marilyn Suttle Mood Management Shifting Moods calm under pressure composure customer focus