Three Truths of Exceptional Customer Service

Customer Enthusiast

Most people don’t choose to deliver poor customer service; they just don’t choose to deliver exceptional customer service. The post Three Truths of Exceptional Customer Service appeared first on Steven Curtin.

This is What Exceptional Customer Service Looks Like In 2018

Comm100

It’s 2018, and customer expectations are changing faster than ever. While some businesses have struggled to withstand the shifting tides, others have reacted in a timely enough fashion to keep up (at least minimally) with changing customer expectations. In other words, why invest in chasing after customer expectations when you could be shaping those expectations yourself? This blog post is not about the top customer service trends to watch out for in 2018.

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Inspire Exceptional Customer Service

Customer Enthusiast

The way you inspire employees to provide exceptional customer service is to reveal the totality of their job role and connect their daily job responsibilities to a credible, enduring organizational purpose. It brings to mind organizations that “invest” annually in Customer Service Week hoopla to shift the focus toward customers and customer service for one week out of the year in October.

11 Examples of Exceptional Customer Service From Companies That Walk the Walk

Promoter.io

At one point or another, most of us have had an experience with a company that we would classify as exceptional customer service. The post 11 Examples of Exceptional Customer Service From Companies That Walk the Walk appeared first on Promoter.io Case Study Customer Success Featured GeneralMaybe it was a pizza restaurant that threw in an extra order of breadsticks to show you that they appreciate your repeat business.

Customer Satisfaction Is the Enemy of Exceptional Customer Service

ShepHyken

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. And, according to Nate Spears, the Chief Operations Officer and Co-Founder of ClearSource, exceptional customer service is anything you do beyond that is better than just good.

Customer satisfaction is the enemy of exceptional customer service

NewVoiceMedia

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. And, according to Nate Spears, the Chief Operations Officer and Co-Founder of ClearSource, exceptional customer service is anything you do beyond that is better than just good. Customer Service

Why Metrics Aren’t Everything for Delivering Exceptional Customer Service

Joe Rawlinson

In the last decade, there has been an influx of customer experience platforms that all offer the ability to capture data and give actionable insights to deliver exceptional customer service. Without a doubt, these platforms provide metrics that produce valuable guidance when it comes to customer retention, average handle time, first call resolution , service levels, response times, and even customer churn. Memories versus Experiences.

5 Steps to Delivering Exceptional Customer Service While Working from Home

Smarter CX

Furthermore, companies that support remote work have 25% lower employee turnover (an issue that many service departments face) than those who don’t. Telework can be a win-win for both service organizations and their employees. Service leaders considering moving their teams remote should specifically assess internal leadership, culture, and agent resources. Culture is the backbone of great service, and it pervades every experience your agents have with customers.

4 Steps to Give Exceptional Customer Service

CSM Magazine

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. From full and properly stocked shelves, to offering a friendly smile, or guiding a customer to a sought after product, the way you treat your customers will determine whether they return, or move on to the competition.

5 Steps for Hiring Exceptional Customer Service Agents

Win the Customer

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. Every time I review customer submitted feedback, I always look for key terms that establish patters for successful customer service interactions or potential negative trends in customersexperience.

Everything You Have To Know About Exceptional Customer Service

LiveChat

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. There is a huge difference between being customer-focused and customer-centric.

The Downton Abbey Guide to Exceptional Customer Service

LiveChat

But although Downton Abbey guides us through the stormy times of change, it also proves that there is one thing that did not change since then: the value of extraordinary customer service. The Grantham’s family hires the best employees who are proud of being in service. Here’s what we could learn from Mr. Carson’s team about exceptional customer service. A solid training is the foundation of great customer service.

5 Top Customer Service Articles For the Week of February 24, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Customer service drives loyalty for Amazon-owned Zappos by Tabitha Cassidy. Or, is it the experience?

Exceptional customer service doesn’t happen by chance; it happens by choice

Customer Enthusiast

Last week I was interviewed for a customer service podcast. During the interview, I was asked for my definition of customer service, which I shared: Customer service is a voluntary act that demonstrates a genuine desire to satisfy, if not delight, a customer. Employees choose daily – even minute-by-minute within their workdays – the extent to which they will offer exceptional customer service.

Three Steps to Proactive Customer Service

Bill Quiseng

Too often, businesses focus solely on the negative feedback from their customer surveys in CSI fashion, identifying the pain points and taking the steps to eliminate them. Here are three steps you can take to move from reactive to proactive customer service.

Social Media is Bad for Customer Service

Bill Quiseng

Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. But I am not against monitoring social media or using it as a responsive customer service channel.

How to Deliver an Exceptional Customer Service With Your Contact Centre

CSM Magazine

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 agents are the brand representatives your customers engage with. Customer Service Articles

Navy Federal Credit Union Offers Exceptional Customer Service to Customers Who Served

Verint

Providing one-stop financial services to current and former members of the military and the Department of Defense and their families, Navy Federal Credit Union is the world's largest credit union with more than 7.5 million members, $90 billion in assets, and 17,000 employees. The company leveraged Verint Workforce Optimization to help automate staff planning and scheduling—in turn, enjoying savings in the millions of dollars by reducing overtime and excess staffing costs.

Amazing Business Radio: Nate Spears

ShepHyken

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. Nate defines the meaning of an exceptional customer experience and explains how it’s not as hard as you think to go above and beyond for your customers.

Service Untitled» Blog Archive » Exceptional Customer Service.

Service Untitled

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? They use coffee-related acronyms so the details of the philosophy are easy to remember and they reinforce it throughout the franchisee and employee experience.

Amazing Business Radio: Cameron Mitchell

ShepHyken

Putting People First to Achieve an Exceptional Customer Experience. They discuss Cameron’s customer service philosophies and his new book, Yes is the Answer! Rather than putting the guests/customers first, put your employees first. This sets up a triangular relationship: you take care of your employees, your employees take care of your customers, and your customers take care of your company. How can I create the best guest experience?

Amazing Business Radio: Peter Shankman

ShepHyken

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 can I increase customer loyalty, and therefore gain loyal customers? How do I provide better customer service?

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What Consumer Goods Companies Can Learn From Healthcare. 7 Lessons of Customer Service Excellence

C3Centricity

I was recently in a clinic for surgery and was surprised by how customer (patient) centric they are. I remind my clients that exceptional customer service examples can come from anywhere! Luckily my mobile was by my bed so I called the emergency services who immediately sent an ambulance. All these experiences of hospitals and doctors gave me the superb opportunity to see the health service from the patient’s perspective.

5 Ways to Grow Your E-commerce Using Customer Service

Kayako

If you to run a successful e-commerce store then exceptional customer service, customer satisfaction, and retention are essential. Having a well-defined customer service strategy in place can no longer be an afterthought. Below you can find five ways the largest e-commerce companies are boosting their sales through providing world-class customer service. Customer experience

Guest Blog: 3 Key Principles for Customer Satisfaction

ShepHyken

This week we feature an article by Nathalie Herrman who writes about three key principles that are at the root of all great customer service. She also reminds us that the customer experience begins with the employee experience. – Shep Hyken. And I’m quite certain that my experience was not unique. At the root of all great customer service are three key principles, seems to me, and none of them particularly complex: authenticity, empathy, and integrity.

Your Product’s Secret Power – Customer Service

CSM Magazine

During difficult times, some companies, unfortunately, look to save a couple of dollars from their customer service budget. But contrary to popular belief, customer service is just as important (if not more so) as other aspects of a business. Customer Service Articles

Proactive Customer Service Leads to Improved Experience

Win the Customer

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. If you’re ready to improve your customer service, […].

Customer service basics are timeless

NewVoiceMedia

Today’s new buzz words in the world of customer service are “customer engagement” and “ customer centric”. The concepts are very valid and important to create a relationship with the customer. It is all a reminder that we are in business for one reason – to service and sell the customer. The customer holds all the cards and the customer rules. Customers are more savvy, sophisticated, informed as well as picky and demanding.

Guest Post: 5 Lessons Your Customer Service Team Can Learn From Disney

ShepHyken

She shares tips and tricks on how to create a Disney-like customer service experience. Delivering excellent customer service is an art. This era belongs to creating valuable and stellar experiences for the customers. Always Ask For Customer Feedback.

What makes good customer service?

Customer Enthusiast

A journalist recently contacted me, posing a single question: “What makes good customer service?”. This was my response: Let’s start with a definition: Customer service is a voluntary act that demonstrates a genuine desire to satisfy, if not delight, a customer. Act: Service is a verb, requiring action. Demonstrates: Exceptional customer service reflects job essence, a service provider’s highest priority at work, in words and actions.

October Customer Service Awards

Help.com

At Help.com, we believe in the transformative power of great customer service. Every month, we like to step back and acknowledge companies and people who have provided our team with exceptional customer service. We had a blast Kristine and Kyle, thank you for providing such genuine and warm customer service. Cater2Me put the “surprise and delight” back into their customer service and it got our attention.

Customer Service Brand Ambassador

GlowTouch

Customer Service Brand Ambassador. GlowTouch is a Louisville-based company that provides personalized contact center, business processing, and technology outsourcing solutions for our clients’ customers. Conveying exceptional customer service on every call, chat, and email.

Customer Service in the Insurance Industry: Securing Loyal Customers

Magellan Solutions

One of the keys to a successful business lies not only in the products or services but also to loyal customers. This is especially true for the insurance industry — an industry that relies greatly on its customer base. Securing the Future of Customers.

Five Steps to Strategically Choose AI For Customer Service

Natalie Petouhof

Tweet AI and customer service; it’s a hot topic! But when I talk to customers, they say, “ I get there’s something to AI and customer service, but how do I deliver business results and value with AI? ” If you are wondering how AI can move the needle on the metrics you get measured on every day, below is a short guide on how to get the best business results when considering AI as part of your Customer Service strategy.

ROI 83

No Agent Is an Island: Why Collaboration Is Key to Great Customer Service

Kayako

Over the past few years, all hands support has been touted as the pinnacle of cross-company customer service collaboration. And yet, it’s still undervalued as a tool for minimizing barriers between businesses and their customers. While the expected benefits of an all hands approach are many, the notion that everyone in a company should participate in answering customer service is idealistic and naive. Customer service collaboration is largely seen as a novelty.

When is Outsourcing Customer Service Good for Small Business?

Magellan Solutions

The number one challenge in doing it is to find more cost-efficient and effective ways to do the different processes of your business, especially customer service. It is why you might want to consider outsourcing customer service as your business grows. .

What Came First COVID-19 or Poor Customer Service?

CSM Magazine

Just like the chicken or egg conundrum the same could apply to COVID-19 and poor customer service. As many organisations hide behind the pandemic for failing service standards, Abbie Heslop, Commercial AI Analyst, EBI.AI What came first, Coronavirus or poor customer service?