Steve DiGioia

Job Seekers Must Remember This – Tip #35

Steve DiGioia

The only reason a business hires someone is that they have a job that needs to be done and they need someone to do it. If they hire you, you get paid for your efforts. You are not promised lifetime employment, nor do you need to offer it to them.

Tips 213

Should We Expect WOW Service?

Steve DiGioia

I dropped my car off at the dealership the other day for a minor repair. I didn’t know what to expect since this is my first time using them. Two hours later I got the call that it was ready to be picked up. How wonderful this was. The repair was done quickly and soon I’d “be back on the road”.

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Top 10 Customer Service Acronyms to Use Every Day

Steve DiGioia

Great customer service. That’s what our customers want and that’s what we wish to provide. But it’s difficult remembering all the different steps to take to provide it. Thankfully, many have developed useful acronyms to help.

These 10 Phrases Will Make Someone’s Day Better

Steve DiGioia

Along with all the responsibilities of your job and the myriad of tasks you must do each day, I want to add a few more things to that list by asking you to use these 10 phrases that will make someone’s day better.

How To 227

The Ultimate Guide to CX Surveys

Customer feedback is essential if you want your business to thrive – it will give you the direction to improve. Discover best practices, how to formulate a great survey, and the best customer experience survey questions to ask, all with examples!

What Does an Allergy Have To Do With Customer Service?

Steve DiGioia

Those of us in the customer service industry focus much on procedures, ease of use, product availability, and the steps of service, to name a few, all in the hopes of providing our customers the best overall experience.

Please Don’t Discount the Inexperienced

Steve DiGioia

This past weekend I helped a friend of mine and served as the maître d for an event of 200 people that he was hosting (it was great to get back to my “banquet” roots).

Groups 227

What Can the Mandalorian Teach You About Your Customer Service?

Steve DiGioia

The Mandalorian. The blockbuster hit on the Disney Channel. A keen and faithful observer can see many takeaways that relate to the way we offer service. I’ve already written about Bigfoot Customer Service and Landscaper Customer Service.

Stop the Sick Day Resentment

Steve DiGioia

Tomorrow is a busy day at work. You’ve planned for it, scheduled properly, made the needed operational adjustments, and kept your fingers crossed so that everything will work out as planned. Then it happened…. The first thing in the morning you get a call from one of your key employees.

32 Ways to See if You Can…

Steve DiGioia

Developing Agent Empathy Through Emotional Intelligence

Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX

Practicing empathy is a foundation of good customer service and improves customer satisfaction. How do contact center leaders assess, manage, and coach agents to show empathy? Take away exercises and job aids to improve empathy skills starting today.

Get It Fixed, Then Clam Up!

Steve DiGioia

In the service industry, problems happen every day. An employee makes a mistake, and the customer is, at best, disappointed. Or angry, at worst. It’s inevitable. It happens. It’s part of any operation that has many “moving” parts.

Learn to Apologize to Customers Like You Mean It

Steve DiGioia

The best intentions only get you so far and sometimes, your “best” is not good enough for your customer. They are upset, they are disappointed, and they deserve an apology. And here is where your “best” gets even worse.

Tips 223

Address the Argument the Right Way

Steve DiGioia

Always address the point of the argument, NOT, the emotions attached to it. Example: John is upset that his suggestions for improvements to an upcoming project weren’t adopted, so he vents his frustrations about being overlooked or undervalued.

How To 281

Simple Yet Effective Ways to Enhance the Experience of Your Customers

Steve DiGioia

Last weekend, my wife, daughter, and I spent a lovely afternoon at a local farm, which also happened to be hosting a food truck festival at the same time. Of course, we ate too much but at least we got some sun on our faces and a day in the fresh air.

Sports 180

Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

Let Them Figure It Out – Tip #31

Steve DiGioia

Many managers love to micromanage. They just can’t help it. They believe that telling an employee exactly how to do something and when to do it will fix all their ills. This makes the employee’s job easier. They don’t have to think. Simply “tell them what to do” for every situation and they’ll do it.

Tips 207

McDonald’s Hot Coffee Case and the Customer Experience

Steve DiGioia

We all know that the coffee McDonald’s sells is too hot to drink when served. If you put it to your lips, you’ll most likely receive a burn that will be far worse than anything most people have ever encountered. So why do they make their coffee so hot?

What Does Management Want From You?

Steve DiGioia

Safety, security, and peace of mind. Nice calming words they are. They come with little worries and little stress. Every employee wants this. But what does management want from you?

Who Writes YOUR Words? – Tip #29

Steve DiGioia

Too many businesses continue to offer a workplace that leaves little room for the employee’s personality to shine through. They micromanage the heck out of each service step and expect their minions to follow the path without exceptions. Who Writes YOUR Words?

Tips 208

2021 CX Trends Report

In this e-book, you’ll discover the origins of CX, the evolution into an actionable tool for customer feedback, and where the future of CX is moving towards.

Customer Service Fact #1 – Tip #17

Steve DiGioia

There are many “facts” in business and countless quotes and statistics are tallied-up each year. Two staple examples are “The customer is always right” and “It’s more expensive to acquire a new customer than to keep an existing one”. These are certainly true.

Tips 232

How Businesses Can Put Their Customers at Ease During Covid-19

Steve DiGioia

Great customer service is comprised of many things. Besides policies and procedures which lead to a satisfied customer, your smile, positive words, and open body language are just as important – and many say even more important. Here are a few ways businesses can put their customers at ease.

What’s Valuable To Your Customer? – Tip #14

Steve DiGioia

Remember that Seinfeld episode when George was charged a fee for not calling to cancel his doctor’s appointment? The reason: the doctor’s time is important and has “value”. If you can’t make your appointment it’s a loss of revenue for the doctor. Ok, that makes sense.

Tips 229

What Do You Do To Get Ahead? – Tip #20

Steve DiGioia

Is your glass half-full or half-empty? Are you a positive influence or one of negativity? Do you sugar-coat things or get straight to the point? What do you do to get ahead of others and separate yourself from the competition?

Tips 218

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

What Do You Do With Deadwood Employees? – Tip #11

Steve DiGioia

Great employees are the heart and soul of any business, especially a successful one. Their efforts cannot be understated enough. But there are always one or two poor performers or “deadwood employees” – those who contribute little to the company’s success and at times undermine it.

Tips 227

11 Customer Service Leaders We Can All Learn From

Steve DiGioia

Back in 2018, I had the pleasure to interview some of the nicest people I have ever come across. I was amazed at how warm and welcoming they were and their willingness to embrace, support, and welcome me into their fold.

Do You Do a Good Job? – Tip #18

Steve DiGioia

Businesses all over this country are littered with the remnants of employees who do a good job. But what about those employees who go above and beyond? There is nothing that impresses a boss more than an employee who takes the initiative. The initiative to do more than he or she is asked for.

Tips 213

Your Customers Are Always Watching – Tip #5

Steve DiGioia

What do you do when you think no one is watching? Are you chewing gum, twirling your hair, or resting your foot on the wall behind you? Do you tell off-color jokes because you think no one can hear you? Is your posture one of confidence or submission?

Tips 223

Optimizing Your Customer Journey In 2021

You know it’s important to optimize your customer journey, but you’re not sure which part of that journey to focus on. Customer interactions across multiple touchpoints mean it can be tricky to isolate a specific part that’s going to deliver the best results for you - and your customers. Creating a strong customer experience is now one of the most important priorities businesses focus on. Don’t be left behind. Time to take a customer first approach & start looking at strategies you can implement to optimize your customer journey. Download the guide today!

There’s an Upset Customer. Now What? – Tip #4

Steve DiGioia

Regardless of your business, and no matter how hard you try to do the best for them, there will be situations where you have an upset customer who is dissatisfied with your product or service. Day in and day out, we must strive to provide the optimal experience for each customer interaction.

Tips 223

Did You Ever Get a Voicemail From Marble Mouth? – Tip #33

Steve DiGioia

The other day I got a voicemail message from someone who sounded like they had a mouth full of marbles. I couldn’t understand most of what she said, and she spoke so quickly that each word just bled into the next. I even played the message back hoping to catch what I missed the first time.

Tips 157

At Least Grumpy Old Guys Know What Great Customer Service Is

Steve DiGioia

As I’ve gotten older, I better understand why many “old folks” (speaking from the viewpoint of me as a kid) got so grumpy. They’re tired of dealing with years of B.S. from so many people and have had enough of it.

According to Steve #4 – I Can Do Without

Steve DiGioia

People tell us that we should “love” this or that. Well, that’s their opinion. I like to make my own assessment based on my impression of a situation. Example: You’re trying on a suit and the salesperson says, “That suit looks great on you, it’s just your style”.

Video 208

Remote Agents and Digital Transformation

Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.

23 Service Improvement Tactics That Work (Number 4 Is My Favorite)

Steve DiGioia

Reevaluation. It’s a tried and true method to improve your customer service. But how many use this often enough to benefit from its findings? Good question.