Handling a Social Media Customer Service Crisis

Who's Your Gladys?

Could a social media customer service crisis happen to your company? The post Handling a Social Media Customer Service Crisis appeared first on Who's Your Gladys? Here are some tips for managing one.

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. I explain more in my Customer Experience Hamburger Podcast.

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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”. how I miss the "old days".

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. challenging conversations Customer Service Articles customer service training

The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel

Keeping Up with Customer Service Developments

Brad Cleveland

Call Center Contact Center Customer Service Leadership Videos Brad Cleveland Call Center Management On Fast Forward

The Trouble with Mobile Customer Service Apps

Jacada

The theory behind mobile customer service apps may be sound, but in practice, the challenges to adoption are significant. Read More. Jacada Blog

5 Proven Ways Women Are Better At Customer Service

Steve DiGioia

I 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. How does having patience help with 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. Here comes the extra customer service part….

The Evolution of Self-Serve Customer Service

BlueOcean

That day inevitably coincides with the renewed urgency of the task you’ve been procrastinating over: calling customer service to fix your computer/check your warranty/renew your membership/reset your password. Their customers hold times were reduced.

What 1000 Consumers Say About Bad Customer Service

Kayako

5: Is it too late to win the customer back? What you can do to rectify bad customer service. We wanted to test word of mouth marketing to see if it could be used to rectify a customer’s bad experience. At Kayako, we help our customers get better at customer service.

10 truths about social customer service

NewVoiceMedia

Social media has changed the rules of customer service. There was a time when if a customer wanted to complain, they’d have to dial the customer service number and then wait in a queue for 10, 20 or 30 minutes. Thinking that your customers aren’t on social media.

Increasing the Efficiency of Digital Customer Service

Jacada

Today, digital innovations have sparked a transformation in the rules of customer engagement, a new age of customer service being driven by the customers, themselves.

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

Top 5 Customer Service Expectations in 2017

Jacada

Customer service trends are today driven by the need to meet consumer expectations. The main challenge in customer service strategy today lies in its ability to adapt to these changes and to grow in complexity, especially as it becomes increasingly crucial to the success of a company.

The Subtle Differences Between Customer Support and Customer Service

Kayako

The term ‘customer service’ evokes nostalgia for sales clerks in long aprons in country town emporiums. Some see it as the old-fashioned version of customer support. Many people can’t distinguish between terms ‘customer support’ and ‘customer service’.

The Social Media Customer Service Opportunity

inContact

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. Your customers are on social media, they’re talking about you there and they expect you to be there, too.

12 Rules to End Bad Customer Service – Part 2

Steve DiGioia

Once again, time to discuss how to end bad customer service. 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”. Customer Service end bad customer service

Customer Service Trends 2017: An Effortless Customer Experience is Vital for Loyalty

Kayako

“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. Your customers want to help themselves.

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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. What, then, is customer experience ?

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. 76% of consumers say they view customer service as the true test of how much a company values them.

20 Customer Service Training Ideas and Activities for Busy Teams

Comm100

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. Write Customer Letters.

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.

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. Guest Post Customer Service Is Inappropriate

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. We asked Steven to share some of his secrets for taking customer service to the highest levels of distinction. Customer Service Articles Customer Service Training in Michigan Townsend Hotel

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10 Warning Signs That Your Customer Service Sucks

Comm100

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.

Create a vision for your customer service education

NewVoiceMedia

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. Your Service.

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!

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?

Customer Service Trends to Look for in 2017

Comm100

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.

Why Self-Confidence Matters in Customer Service

Customers That Stick

Customer Service Blog customer-service-trainingWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

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?

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

Seven technologies to improve customer service in SMBs

NewVoiceMedia

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: Ten Critical Technologies to Transform Customer Engagement ’. Customer Experience 3.0

12 Rules to End Bad Customer Service – Part 1

Steve DiGioia

Much has been said and written about the “ secret to customer service ”. 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. It seems so simple yet so many members of the customer service community just can’t get this right.

Top 15 Mistakes Made By Customer Service Professionals (Infographic)

Provide Support

Your customer service employees are your brand representatives, the human face and the voice of your company. So what are the most common mistakes made by customer service professionals? Is your customer support team guilty of any of them?

Listen for the right words to measure customer service

NewVoiceMedia

You can tell a lot about a company and its commitment to customers in the words employees use. Open your ears and you will find it’s easier to measure customer service levels than you might think. If not for customers, who do they do it for? Your Service.

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.

5 Ways to Create Positive Customer Service Phrases

Comm100

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. Helping a customer should start from a sincere and positive place. We are sorry for giving you bad service!”. “It

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. A newly-released 2015 U.S.