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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.

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?

3 Ways Customer Service is Worse Today

Steve DiGioia

Service, in all its forms, has changed drastically from the ways our parents, and I, have been brought up with. Too many industries have gotten away from tending to the needs/wants/desires of their customers in ways that used to be the “norm”. Besides being more impersonal, these new versions of the local shops have reduced the services provided.  how I miss the "old days".

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.

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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

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?

Anticipatory customer service

Customer Enthusiast

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.

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

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 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.

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 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.

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.

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.

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

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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

“Pianos On Fire” Customer Service

Wired and Dangerous

Customers today sometimes receive “pianos-on-fire” experiences. And subconsciously these customers are looking at your customer experience and thinking, “Follow that, killer!”. Winning organizations deliver service experiences that get people talking, not just walking! Every organization cares about customer retention. He is 81 years young…and still performing!

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?

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.

Is Emotional Intelligence Key To Outstanding Customer Service?


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.

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?

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.

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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.

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 ’.

Customer Service Satisfaction across the Globe


The first thing that comes to mind when you hear the words “customer service” is something bad because social media has made itself a portal for rants and feedback to bad customer service. Apparently, this could all be prevented if from the beginning, no discomfort was experienced by the customer. This is where customer service satisfaction comes in.

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

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Cracking Customer Service Challenges – One Nut at a Time

Who's Your Gladys?

You might be tempted to focus on your biggest service challenge but that's typically one major nut to crack, right? The post Cracking Customer Service Challenges – One Nut at a Time appeared first on Who's Your Gladys? Best practices Communicating with Customers Customer Service Listening Marilyn Suttle