Steve DiGioia

APRIL 5, 2021

They just want to live their lives in peace and will no longer accept subpar work or attitudes. If you follow my blog, like me, you have a passion for customer service and enjoy finding new and exciting ways to WOW your customer. Demand it in ourselves and of the employees we work with or supervise. You know it did…).

Customer Service 246

Customer Service Customers Meeting Company 246

Vonage

SEPTEMBER 26, 2017

A government employee questioned whether my service teaching had any value for his department. These three pack a punch: First, captive customers may have no choice about whether or not to work with an internal department or government agency, but they have plenty of choice about the attitude they bring to the interactions.

Customer Service 186

Customer Service Tourism Government Culture 186

NICE inContact

NOVEMBER 28, 2018

Finally, maintain a positive attitude within your contact center. An agent’s positive attitude directly impacts how they handle and respond to angry customer calls. Increase an employee’s motivation to be positive by prioritizing fun, providing feedback and training, among other things.

Contact Center 121

Contact Center How To Call Center Tips 121

ShepHyken

DECEMBER 13, 2019

Vendors must have a realistic, positive attitude towards your brand – they should be eager to work with you and help grow your business. Overtrading is not unusual, question their key staff turnover and look on Glassdoor to see what their employees are saying. Credit Check.

Competitive Advantage 101

Competitive Advantage Case Study Communication Insurance 101

NICE inContact

AUGUST 16, 2019

Leverage that positive attitude to build a win win. Invest one on one time to manage employee expectations and work through a career plan that best suits the individual. The post Contact Center Agents – Soaring up From Heroes to Super Heroes appeared first on NICE inContact Blog. Address their challenges that hamper this.

Contact Center 156

Contact Center Self Service System Training 156

Integrity Solutions

APRIL 16, 2021

It’s often described as the psychology, attitudes, experiences and beliefs of an organization. They know their place in the market and are admired by employees and customers alike. Engaging employees in customer-centric behaviors must be embraced as a sustainable strategy. Aligning Your Culture to Your Customer-Centric Strategy.

Customer Centricity 121

Customer Centricity Culture Competitive Advantage Customers 121

Vonage

MARCH 16, 2017

In this marketplace, your products and services can not be your difference, you must depend more and more on employees attitudes as a differentiation. Hire the attitude. Finding people with great attitudes aren’t.” Their attitude will be evident in the answers. Would you want to be served by them?

Customer Service 149

Customer Service Customer Centricity Airlines Exceptional Customer Service 149

Experience Investigators by 360Connext

OCTOBER 27, 2014

Have you thought about how your employees interact with customers? I know you have trained them on “best practices” but has the brand attitude stayed on course or wavered? These cursed ones ruin others’ moments because they refuse to change their attitude. Do they have what it takes? 4) The Lazy Zombie.

Customer Service 284

Customer Service Social Media Customer Service Representative Consulting 284

NICE inContact

AUGUST 16, 2019

Leverage that positive attitude to build a win win. Invest one on one time to manage employee expectations and work through a career plan that best suits the individual. The post Contact Center Agents – Soaring up From Heroes to Super Heroes appeared first on NICE inContact Blog. Address their challenges that hamper this.

Contact Center 136

Contact Center Self Service System Training 136

NICE inContact

OCTOBER 31, 2019

According to a study on this concept, “Psychological ownership led employees to exhibit more positive work attitudes, such as higher levels of organizational commitment and job satisfaction, and more positive behaviors” (Wiley Online Library, 2017). Matching challenge with competency means not under- or overchallenging your employees.

Contact Center 136

Contact Center Management Call Center Sports 136

Experience Investigators by 360Connext

OCTOBER 20, 2014

Employees learn to do what’s always been done, even if it’s only been a few months! Trying to manage the outcome from humans is vexing, whether they are employees or customers. When we speak of employee engagement and happy workplaces, we often leave out the customer. RULES are established instead of culture.

Customer Focused 289

Customer Focused Employee Engagement Culture Social Media 289

ShepHyken

MARCH 4, 2022

While the customer service team is crucial to the company’s purpose, each employee should feel equally responsible for providing customer satisfaction. . Every employee will consider how their actions impact the customer and try to give them what they value most.

Customer Experience 72

Customer Experience Social Media Touchpoint Sales 72

Beyond Philosophy

JULY 13, 2021

When I complained, the hotel had the attitude that the shuttle was more like them doing me a favor. My attitude was that the shuttle was part of their experience, and therefore, the hotel should own it and manage it the same way they did my stay at their facility. BMW employees are part of the whole experience.

Customer Experience 167

Customer Experience Call Center Customer Journeys Hotels 167

Experience Investigators by 360Connext

MARCH 28, 2018

As an employer, you need to provide oodles of feedback to employees to ensure they know what they’re doing, what they’re supposed to be doing, what they’re doing well and what they could be doing better. Your employees hate their jobs. They do nothing but scold and make demands of your employees.

Feedback 259

Feedback Social Media Communication Policies 259

ShepHyken

DECEMBER 16, 2016

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, writes about one of the most important parts of the customer relationship, authenticity. You’re capturing, measuring, and evaluating both customer sentiment and employee performance. Customers can tell when your employees are having a bad day.

Customer Service 48

Customer Service Measurement Customer Satisfaction Customer relationships 48

Daniel Group

FEBRUARY 3, 2022

First, my most recent blog, Top Three Reasons To Start a Customer Experience Program , explains the benefits of focusing on your Customer Experience. Customer Experience Increases Company Growth and Employee Engagement. We have a set of values that we live by where ethical and a caring attitude are at the top of them.

Customer Experience 105

Customer Experience B2B Touchpoint Employee Engagement 105

CX Journey

MAY 8, 2019

It appeared on their blog on July 12, 2018. When companies focus on people, their people - employees first, then customers - the numbers will come. But when they put the focus on employees first, ensuring employees have a great experience, employees will then, in turn, deliver a great experience for their customers.

Airlines 151

Airlines Travel Loyalty Customer Satisfaction 151

Experience Investigators by 360Connext

OCTOBER 16, 2014

Customers look and act a lot like small team of employees. Target has customers who have children who have Down syndrome, and some of them blogged about how happy they were to see their families represented. Communities often have macro attitudes, but those communities are filled with individuals with their own unique perspectives.

Culture 259

Culture Social Media Consulting Communication 259

ClearAction

NOVEMBER 11, 2022

Embedding gratitude in your business strategies for customer, employee, and partner experience (CX, EX, PX), and beyond, will benefit your organization on every level, every day. When you express an attitude of gratitude, privately or publicly, studies show 5 levels of benefits: Emotional: self-esteem, coping, resilience, cheerfulness.

Strategy 71

Strategy Customer Experience Competitive Advantage Analysis 71

Integrity Solutions

JULY 16, 2021

Build Belief: Attitudes and beliefs can propel people forward—or hold them back. Work on attitudes, habits, skills and specialized knowledge needed to achieve the new goals. What new attitudes, habits, skills, and specialized knowledge do we need to develop? Plan Strategy: List activities that will take you closer to your goals.

Leadership 110

Leadership Tips System Measurement 110

Calabrio

JUNE 17, 2019

All too often our thoughts and attitudes towards this important function stop there. Today, more than ever before, employees are prioritizing work/life balance as a critical aspect when evaluating a potential employer. For ideas on getting started, read our blog on How to Use Call Center Games to Improve Agent Performance.

Contact Center 100

Contact Center Gamification Management Call Center 100

Comm100

OCTOBER 25, 2017

We brought together three of our top writers and our blog editor to explain how these viewpoints are missing the mark – and how you can turn these interpretations around. No employee should be forced to listen to abusive behavior or language, so if the interaction goes in this direction, it’s important to escalate and get help.

Customers 312

Customers Customer Service Ecommerce eBook 312

Wired and Dangerous

APRIL 4, 2016

You are in complete control of your attitude. Camp survivors did not let their cruel guards determine their attitude toward life. Customers love service people with a positive attitude! It takes a great attitude to establish the kind of connect millennials crave. Be certain to check out Chip’s blog: [link].

Social Media 70

Social Media Entertainment Connections Groups 70

SurveySparrow

JUNE 20, 2023

In this blog, let us take a look at what the customer service experience is, ways to create an exceptional customer service experience with top-notch examples. Look for individuals with empathy, patience, and a positive attitude. Remember, skills can be taught, but the right attitude is priceless.

Examples 52

Examples Customer Service Customer Experience Exceptional Customer Service 52

Customers That Stick

DECEMBER 15, 2014

If you read our December 11 blog post , you know that we recently conducted a survey of consumer attitudes on holiday shopping. The Month in Customer Service Blogging. Content and happy employees make content and happy customers. Spoiler alert: Good attitude works better. Blog mashup monthly mash monthly mashup'

Contact Center 126

Contact Center Tips Social Media Customer Care 126

Vonage

FEBRUARY 16, 2017

Who are the right employees to hire for customer-facing positions? After all, customers need the help of entrepreneurially minded employees who will take charge of the situation without prodding, people who are willing to fix a problem all by themselves, if necessary. Optimism is a necessity in customer-facing positions.

e-support 136

e-support Banking Course Customer Centricity 136

CX Accelerator

MAY 28, 2019

Gallup also proclaims the power of strong peer-to-peer relationships when it comes to employee loyalty. Consider all the classic contact center problems--adherence to schedule, failure to share knowledge, snippy attitudes, and burnout. The best companies connect their employees to each other and to their community in a unique way.

Culture 140

Culture Contact Center Customer Journeys Groups 140

Michelli Experience

JULY 25, 2017

In last week’s blog , I highlighted a US decline in social trust (a precipitous drop of 46% points from 1964 to 2016). In other words, when employees feel they can trust their leaders, investors tend to reap greater returns. I depict this relationship in the formula: High TRUST = Happy Employees = Happy Customers =.

Consulting 113

Consulting Touchpoint Leadership Employee Engagement 113

ShepHyken

DECEMBER 8, 2017

Employees should be trained in soft skills to better interact with the customers. A customer-centric approach combined with a proactive attitude will work as a great strategy to improve customer engagement. The post Guest Blog: Want to Excel at Customer Service? Conclusion. It’s Called A Complaint.

Contact Center 44

Contact Center Customer Engagement Engagement Customer Service 44

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Culture 139

Culture Customer Service How To Policies 139

InMoment XI

JANUARY 20, 2009

There is a direct connection between employee engagement and customer engagement, otherwise known as "The Spillover Effect�.

Employee Engagement 200

Employee Engagement Engagement Loyalty Connections 200

InMoment XI

JANUARY 20, 2009

There is a direct connection between employee engagement and customer engagement, otherwise known as "The Spillover Effect”.

Employee Engagement 200

Employee Engagement Engagement Loyalty Connections 200

InMoment XI

JANUARY 20, 2009

There is a direct connection between employee engagement and customer engagement, otherwise known as "The Spillover Effect”.

Employee Engagement 200

Employee Engagement Engagement Loyalty Connections 200

SurveySensum

FEBRUARY 27, 2024

At the heart of any successful organization lies its workforce, and the key to unlocking the full potential lies in ensuring your employee satisfaction and well-being. In fact, happy and satisfied employees are 13% more productive than unhappy and dissatisfied employees. What is Employee Satisfaction?

Metrics 52

Metrics Strategy Employee Engagement Culture 52

Vonage

APRIL 25, 2016

Where we previously would pump the gas for the customer as well as wash their windows and check their oil, the new procedure was that they would pump their own gas and we, the employees, would simply collect their money and say “Thank you.”. As I ran out to help the next customer, I remember being shocked by his attitude.

Self Service 120

Self Service Customer Service Customer Experience Customer Journeys 120

Integrity Solutions

NOVEMBER 23, 2020

Some of the common issues we hear involve: Providing consistency across channels Overcoming employee complacency Finding new ways to connect with customers and accelerate service delivery Time and cross-training Consistent, effective coaching on customer-centricity. What Is Customer-Centric Thinking? It becomes integral to the brand.

Customer Centricity 127

Customer Centricity Strategy Culture Customers 127

Beyond Philosophy

JUNE 12, 2017

We see complainers among front-facing employees when we use customer mirrors to analyze the experience from the customer’s viewpoint. Front-facing employees who complain do more than turn off customers with their bellyaching. This instills an attitude of “my job sucks” that saps employee morale and motivation.

Consulting 151

Consulting eBook Retail Customer Experience 151