Customer Satisfaction Is the Enemy of Exceptional Customer Service
NOVEMBER 30, 2016
A twist on this excellent concept is that, “Good is the foundation of exceptional.”. A good customer service experience is doing what you are supposed to do. Beyond satisfactory – and beyond good – is an exceptional customer service. Nate believes that good customer service is just a foundation to something better. That’s expected. No way!
5 Steps for Hiring Exceptional Customer Service Agents
Win the Customer
DECEMBER 26, 2015
There’s an immense difference between aspiring to deliver exceptional customer service and actually delivering winning customer service. The right team can make the biggest difference in exceptional service experiences. Deciding to deliver great customer service isn’t enough to make great service happen.
4 Steps to Give Exceptional Customer Service
DECEMBER 8, 2015
Each and every person in your organization has the opportunity to create a positive impression on your customers — to impact their experience and potentially convert them from a lukewarm satisfied customer to a red-hot loyal customer. These guidelines work whether you are dealing with a customer for the first time or whether it is a repeat visit. About the Author.
Set the tone for exceptional customer service!
OCTOBER 9, 2014
Earlier this year, Software Advice, an online firm that reviews customer service software, published a new study , based on responses from more than 2,000 consumers, that examines the impact of a support agent’s tone and language on customer satisfaction. The conversation was unique in that the customer and Amazon CSR assumed the roles of Odin and Thor from Norse mythology.
Everything You Have To Know About Exceptional Customer Service
NOVEMBER 28, 2016
The companies that win customers’ hearts have a couple of things in common: great quality of their products, their own brand identity, and exceptional customer service. In this post, I’ll show you what the most important customer service traits for your customers, for your business and for your revenue are. #1. Exceed your customer’s expectations.
7 Ways to Become a Tour Guide to Service Excellence
Who's Your Gladys?
MAY 22, 2015
After ten amazing days in Italy my passion for customer service is stronger than ever. I get jazzed by excellent service, and my curiosity kicks in when things fall flat. During the trip, my husband had one request, “No work on vacation!” I tried… really …but I kept finding myself taking notes.
7 Ways to Provide Exceptional Customer Service for E-commerce [INFOGRAPHIC]
Win the Customer
FEBRUARY 13, 2015
Customer service is critical in the on-going relationship between customers and service providers, especially those primarily interacting with customers online. With the rise of social media contact channels, e-commerce companies need to undestand, embrace, and innovate with these new customer communication methods.
Amazing Business Radio: Nate Spears
NOVEMBER 29, 2016
Nate Spears on Providing Exceptional Customer Service. Shep speaks with customer service evangelist and Chief Operations Officer and Co-Founder of ClearSource, Nate Spears, about providing exceptional customer service. He also shares his opinion about how customer complaints are a gold mine, filled with opportunity. in the Digital Age.
Amazing Business Radio: Peter Shankman
OCTOBER 25, 2016
Peter Shankman Shares Tips on How to Create Loyal Customers – and Much More! They share stories about some exceptional customer service experiences and how to create loyal fans. Peter shares tips from his bestselling book on customer service, Zombie Loyalists: Using Great Service to Create Rabid Fans. How do I provide better customer service?
How to Deliver an Exceptional Customer Service With Your Contact Centre
JUNE 20, 2016
The trends and challenges impacting contact centre people, processes and technology, illustrated with case studies and in-depth Interviews with customer service leaders. We have come a long way within the customer service industry since Automatic Call Distributor (ACD) technology in the 1960s. Customer Service ArticlesAnd how will this continue to develop?
10 Things Customer Service Needs to Know About Customers [INFOGRAPHIC]
Win the Customer
JANUARY 17, 2014
The easiest way to make sure that you deliver exceptional customer service is to know exactly what your customers want. Call Center Customer Service Infographic Customer Experience Customer Relationship infographic
Service Untitled» Blog Archive » Exceptional Customer Service.
MAY 26, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Exceptional Customer Service Starts at the Top – Are You Setting a Positive Standard? If you’re a manager, are you setting a positive example of service for your staff?
Proactive Customer Service Leads to Improved Experience
Win the Customer
MAY 5, 2015
Anticipating needs, learning about the customer and listening to your employees are all keys to customer service success. Are you ready to take your customer service from reactive to proactive? Providing exceptional customer service goes beyond reducing call center wait times or diffusing conflicts with angry customers.
3 Critical Customer Service Disasters That Totally Are Preventable
Win the Customer
FEBRUARY 7, 2015
The 2014 Global Customer Service Barometer by American Express found that 74% of Americans spent more money with companies that had previously provided them exceptional customer service. The survey also found that customers are far more likely to tell friends about negative customer experiences than positive ones.
5 Factors to Consider Before Picking an Outbound Call Center Service
Win the Customer
FEBRUARY 24, 2014
Many businesses use outbound call center services in order to keep up with customer needs while still delivering an exceptional customer service experience. Call Center Customer Service Management Technology
Going above and beyond is a choice
FEBRUARY 9, 2015
For many years, I’ve gone on record saying that the reason you and I, as customers, consistently receive predictably poor customer service is because exceptional customer service is voluntary; employees don’t have to deliver it, and most don’t. While there are things that employees do have to do, providing exceptional customer service isn’t one of them.
How to Choose the Best Customer Support Options for your Ecommerce Website
NOVEMBER 3, 2015
Customer Service Channels. When starting an online business your main concern is the communication channels your customers will use to get in touch with your team. Personalized and prompt customer service gives you an edge over the bigger and more well-known competition. Read more. 2003 - 2015 Provide Support LLC. Published in Provide Support Blog , 2015.
5 Tips to Train Your Customer Service Reps for More Confidence
OCTOBER 18, 2016
5 Tips to Train Your Customer Service Reps for More Confidence. Exceptional customer service starts with confidence. It is one of the most important components of delivering great service to your customers and developing quality employees. In short, his answer was “Exude confidence. If you know what you’re doing, that should be easy.”. Read more.
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.
Excellence doesn’t require permission
AUGUST 10, 2015
Whenever I go on record saying, “Most employees don’t choose to deliver poor customer service; they just don’t choose to deliver exceptional customer service” (or something similar), there are always pundits who emerge from the dark recesses of the Internet to lay the blame on management for employee indifference toward customers. Be assertive. Take action.
How loyal are you to your customers?
FEBRUARY 1, 2017
If there’s one thing your customers don’t lack, it’s options. In a world abundant with choice, how can companies win the long-term loyalty of customers? The study, called Wantedness, reveals eye-opening insight on what it takes to attract and retain customers. Business leaders who are serious about becoming more customer-led can learn a lot from this fascinating study.
inContact Recognized as a Leader in Gartner’s 2016 Contact Center as a Service (CCaaS) Magic Quadrant
OCTOBER 28, 2016
For the 2 nd year in a row, inContact was positioned as a Leader in Gartner’s annual Contact Center as a Service (CCaaS) Magic Quadrant. Organizations in the leader quadrant have balanced these two important qualities and are described as: “ …those suppliers with a strong multichannel product and service capability that have already. They also benefit from being able.
10 Factors that Negatively Affect your Customer Service Quality
FEBRUARY 28, 2017
Customer Service Quality. Almost all businesses strive to offer superior customers service. There are certain factors that negatively affect customer service quality and do not allow companies to reward their customers with exceptional customer service. Let’s see what customer service experts say about customer service.
Service so subtle
NOVEMBER 18, 2014
Too often, exceptional customer service is associated with breathless, over-the-top actions by employees that capture headlines such as Ritz-Carlton’s Joshie the Giraffe , Morton’s Steakhouse airport delivery , or Frontier Airlines’ pizza delivery. I agree that “wowing” customers is gratifying and, oftentimes, leaves a lasting positive impression on customers.
Voice of the customer: What is a feedback loop and how can it help your brand?
JULY 25, 2016
For centuries, information about products and services was controlled by businesses. Today’s connected shoppers have access to an unprecedented volume of information, which, in turn, has allowed them to take near full control of the customer experience. In a recent blog published by Salesforce , John Zissimos described this development as the ‘Age of the Customer’.
VIDEO – Customer Service Training 101: How to Build a World-Class Program
Michel Falcon Experience
AUGUST 8, 2016
After building your customer-centric culture and learning how to properly recruit exceptional customer service employees you must then build your world-class training program. In this video, I explain how to build a training program that will provide your employees with the education they need to exceed your customer’s expectations. Customer Service
The Right Employees OWN the Customer Experience
JANUARY 14, 2015
Are employees the answer to the customer experience question? While there is data showing how some industries, like airlines, continue to increase profits while continuing to disappoint customers with surly staff members (who aren’t necessarily being treated well themselves), I still believe the “secret” to any great customer experience is the people who deliver it.
Employees Don’t Fail, Your Systems Do
Michel Falcon Experience
NOVEMBER 17, 2014
You see, if Tim, your frontline employee, is having difficulty delivering exceptional customer service it might not be Tim’s fault. See also : How to Be a Ridiculously Successful Customer Service Employee. The post Employees Don’t Fail, Your Systems Do appeared first on Michel Falcon Customer and Employee Experience Coach and Keynote Speaker.
Every week should be customer service week!
SEPTEMBER 28, 2016
Customer Service Week (Oct. Let me begin by saying that celebrating the customer is a good thing—especially when you consider that, without customers, there wouldn’t be much else to celebrate. Wouldn’t it be better to run your business as if every week was Customer Service Week? Not only is this an eyesore, it is disrespectful to customers.
J.W. Marriott’s approach to serving customers
SEPTEMBER 30, 2014
Keep in mind that Mr. Marriott’s “work” – from the time he opened his first 9-seat root beer stand in 1927 until his death in 1985 – consisted of serving customers. Having spent two decades with Marriott, I had an opportunity to see this philosophy manifest firsthand in the direct service of tens of thousands of customers. customer J.W. Marriott, Sr.
How to Do It Right: Guide to Delivering Customer Service in Digital Age
SEPTEMBER 27, 2016
Almost everyone has gone digital—from businesses, governments, and yes, your customers. While your customers are probably online all the time, chances are, this connectivity offers a new challenge on how to deliver exceptional customer service support for people on the go in this digital age. Here are some ways to improve customer service in this digital age.
13 Short Customer Service YouTube Videos You Can Use for Training
JUNE 1, 2015
Myra Golden’s Customer Service Video Library. Top 6 Ways to Get An Angry Customer to Back Down. The Psychology of Customer Anger. Customer Service: The Issue is Not the Issue. When it comes to problems customer experience, what upsets customers is usually how the company responds to the problem – not the problem itself.
Is it the Consumer’s Fault Customer Service is Vanilla?
Michel Falcon Experience
AUGUST 22, 2014
We run to complain but move like snails when given the opportunity to recognize exceptional customer service. I’ve studied customer experience management for nearly a decade and have recognized a few trends. First, I believe customer service is improving. Secondly, we are educating ourselves more on what customer experience actually means.
6 Ways to Wow and Win Back Lost Customers
MARCH 4, 2015
Takeaway: 6 businesses share their approach to wowing and winning back lost customers. Find out what matters most to your customers, and go beyond their expectations. Wouldn’t it be great if you could win back lost customers? If every person who came into contact with your business was bowled over by your customer service? 6 Ways to Wow Customers.
Thanksgiving is here and it’s time to give back: the importance of customer satisfaction and retention
NOVEMBER 24, 2016
Nine times out of ten, to put it very conservatively, the focus is on consumer acquisition at the expense of customer retention. That’s understandable on some levels, both because businesses obviously do need to attract new customers, and because acquisition offers an immediate and readily quantified ROI on marketing expenditures. If anything, the old proverb understates the importance of customer retention – it costs up to five times as much to acquire a new consumer as it does to keep and nurture an existing one, according to research from Kapow. And that’s not all.
Approachable customer service
SEPTEMBER 30, 2015
One of our objectives was to identify ways to incorporate exceptional customer service into the day-to-day processes at the libraries. As a result, our recommendation for librarians who wish to maximize their perceived approachability in public service settings is to smile when making eye contact with patrons. This finding suggests that patrons consider an explicit indication of a librarian’s role as a public service provider to be approachable. Thus, our recommendation for librarians at public service desks is to wear a nametag.”. It’s always a choice.)
Seasonal Promotions – Don’t Forget These 3 Elements
AUGUST 15, 2016
They are designed to give customers an improved experience, even if it is only “while supplies last.” They get customer’s attention. But what makes a successful seasonal promotion and how can you incorporate your Customer Experience goals into them? Do more than your Customers expect. All of us have expectations from a Customer Experience. Keep it convenient.