Trending Sources

Time for a Customer Service Makeover?

Who's Your Gladys?

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.

6 Customer Service Facts for Every Business

Steve DiGioia

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.  If not, they will take their business elsewhere.  Listen here.

The Subtle Differences Between Customer Support and Customer Service


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.

Handling Challenging Conversations with a Customer Service Focus

Who's Your Gladys?

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?

Customer Service Trends to Look for in 2017


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?

Customer Service Trends 2017: An Effortless Customer Experience is Vital for Loyalty


“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.

Trends 113

This is Why Cheerleaders Give the Best Customer Service

Steve DiGioia

Then I wondered…why don’t we do a similar thing for our customers? Now, of course I don’t mean to hire a bunch of teenagers to cheer on your customers but why can’t we ensure that every person leaving our business is aware of how much we appreciate them and their willingness to do business with us? get your pom-poms out! This original article was written by Steve DiGioia.

5 Proven Ways Women Are Better At Customer Service

Steve DiGioia

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

Delivering Powerful Customer Service!

Wired and Dangerous

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!

10 Warning Signs That Your Customer Service Sucks


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

What Makes Great Customer Service Great?

Wired and Dangerous

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!

The Social Media Customer Service Opportunity


They offered me credit for future flights and would carry my status over from the airline that was causing my delay. 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. Social media customer service is a real thing and the demand is coming like a tidal wave.

Can Great Customer Service Make Shopping Fun?

Steve DiGioia

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.  haven’t been too happy with the past few suits, or the customer service I received, from the stores I have been to lately. But for me it was. 

The Importance of Compassion in Customer Service

Who's Your Gladys?

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.

12 Rules to End Bad Customer Service – Part 2

Steve DiGioia

Once again, time to discuss how to end bad customer service.  Strap yourself in; here’s Part 2. . ~~~~~~~~~~~~~~~~~~~~~~~~~~~. 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.

13 Shocking Customer Service Statistics

Tricia Morris

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

CX Journey

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.

The social media dilemma: how to get the most dangerous customer service channel right


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.

Raising Customer Service to an Art Form at the Townsend Hotel

Who's Your Gladys?

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

Hotels 119

SafeLite Gets It Right with Customized Customer Service

Who's Your Gladys?

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

20 Customer Service Training Ideas and Activities for Busy Teams


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.

When Great Customer Service Is Inappropriate

Steve DiGioia

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?

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?

Customer Service; Customer Experience; Customer Centricity – what is the difference between them?


It is difficult to deny that these three terms are becoming increasingly visible in the language of business: Customer Service. Customer Experience. Customer Centricity. I say that they are becoming increasingly visible – in reality, organisations have been throwing them all around like ‘confetti’ for many years now. So what is Customer Experience?

INFOGRAPHIC: 2015 State of Multichannel Customer Service

Tricia Morris

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 In addition, customer service channel preferences, expectations and uses are changing.

12 Rules to End Bad Customer Service – Part 1

Steve DiGioia

Much has been said and written about the “ secret to customer service ”.  Do this, don’t do that.  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.

Create a vision for your customer service education


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?

Evolving Customer Service to the Next Level in 2017


The evolution of the self-serve customer service solution isn’t exactly headline news as we enter this new year. We all know that many, if not most, consumers today prefer to avoid interacting with a live customer service representative if a self-serve option is available. Industry expert Matt Dixon believes it’s time to break the customer service hiring model.

Top 10 Customer Service Skills

CX Journey

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.

5 Ways to Create Positive Customer Service Phrases


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)


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.

What you can learn about customer service from Marc Benioff


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.

Create Your Customer Service Mantra


Along those lines, I want you to come up with a customer service promise. For some companies, their tagline is their customer service promise. For example, ’s tagline is Powered by Service. Three words that exhibit a commitment to the customer. First, if you don’t already have a customer service promise, come up with one.

Customer Service Composure Tips: 5 Ways to Stay Calm Under Pressure

Who's Your Gladys?

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

Tips 93

Seven technologies to improve customer service in SMBs


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: Ten Critical Technologies to Transform Customer Engagement ’.

Listen for the right words to measure customer service


You can tell a lot about a company and its commitment to customers in the words employees use. Open your ears and you will find it’s easier to measure customer service levels than you might think. Well, as a personal favor, I’ll try to give you a call, but we don’t usually do this for customers.”. I was stunned. If not for customers, who do they do it for?

Are Extended Customer Service Hours Still a Thing?

Who's Your Gladys?

Extended customer service hours – the ability of your customer to reach you when they perceive that they need you – is an important part of the customer relationship. Experts encourage companies to do whatever it takes to be there for the customer via social media. The post Are Extended Customer Service Hours Still a Thing?