At Kayako, we do our best to understand not just our customers’ needs, but their customers’ needs, as well. Customers hate putting in effort to get problems resolved. Becoming customer-centric will be the goal of most businesses this year. MORE
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. MORE
I have been slow to accept that, from a service perspective, humans will ever be replaced by computers. While humans may not be fully replaceable, I do believe artificial intelligence and robots will displace a lot of service providers. MORE
One workshop participant asked this question about grading customer service excellence: “I’m designing a performance measurement system for our in-house technology team and have run into a disagreement with my boss. “He I also refer to this as “customer satisfaction.”. “B” MORE
Then I wondered…why don’t we do a similar thing for our customers? Customer Service "improve your customer service" best customer service Cheerleader customer serviceget your pom-poms out! MORE
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. MORE
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. MORE
Maintaining a “customer service mentality” in the marketplace has to first begin with leaders and the behaviors that they themselves exhibit. And this is not just limited to those on the front lines caring for customers in distress. as a friend, as a partner, as a customer. MORE
…here’s 3 skills every customer service actor must have This original article was written by Steve DiGioia. You do nothing more than talk to customers on the phone and punch some information into a keypad. And we haven’t even discussed the complaining customers! MORE
It is how customers see your company, whether it is in the positive or negative light. Also, that view of the customer is from how you project the company to the public. But in what way is customer service connected with brand reputation? MORE
We've created a Customer Service Week celebration to make it easy-peasy for you to celebrate your team's service excellence and inspire them to amp up their skills. The post Celebrate Customer Service Week 2017 with This Easy Plan appeared first on Who's Your Gladys? MORE
There’s a reason why Apple is a leader in not only technology but customer service too. They actually provide the vehicle(s) needed to service their customers’ needs. It’s not based on what Apple wants but on what their customers’ need. MORE
One workshop participant asked this question about grading customer service excellence: “I’m designing a performance measurement system for our in-house technology team and have run into a disagreement with my boss. “He I also refer to this as “customer satisfaction.” “B” MORE
Make Customer Service a Habit. Daily actions of Customer Service are what makes a difference in the minds of the people we work with. cultural mindset Customer Experience Management Customer service good customer service MORE
Traditional RPA vs Customer Service RPA. This “customer-facing” RPA is thus helping call centers achieve more, and as a result, profoundly improving the customer experience. MORE
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". MORE
Customer Service VideoWe'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. MORE
Customer Service Video customer-service-techniquesWe'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. MORE
Bent on destroying customer service, Omm-Mugga the Mongoose and his destructive Yargh have switched all customer cables to create widespread tech troubles. Customers are calling for help, but the agents are blinded. MORE
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’. MORE
Along those lines, I want you to come up with a customer service promise. For some companies, their tagline is their customer service promise. For example, Zappos.com’s tagline is Powered by Service. Three words that exhibit a commitment to the customer. MORE
The first week of October is both Customer Service Week and the week of CX Day! This week of celebrating success through CX and better customer service is an important reminder that we all serve a role in this. Customer service agents need to feel heard, too. MORE
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. MORE
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? MORE
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. MORE
Hawaiians have a reputation for delivering stellar customer service. They seem to always maintain a genuinely warm and friendly manner when dealing with their clients, making it virtually impossible to feel dissatisfied even after experiencing some sort of service failure. MORE
So it’s no wonder we never run out of customer service disasters to talk about! Customer service disasters really come down to one thing: expectations. If you don’t live up to them, you will disappoint a customer. Listen to customers. MORE
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. MORE
When you are doing your job well, knowledge matters – and in the customer service industry, that is even truer than in others. The service sector as a whole has experienced steady but sustained growth over the past decade (approx. Author of The Service Culture Handbook. MORE
Customer service and marketing can intensify and strengthen each other. Customer service and marketing are often seen as completely different processes by most companies. Let’s explore how customer service and marketing can intensify and strengthen each other.(.). MORE
The service you provide has always lacked because of your fear of “taking charge” and not wanting to offend your customers. They are individuals who give of themselves and ensure the customer experience is second to none. MORE
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! MORE
But, as luck would have it, the wine shop owner was famous for his pull-rabbits-out-of-a-hat service. He called two of his best wine customers whom he knew lived near the party host and promised to replace their bottles of wine delivered to their desperate neighbor plus a bottle on the house. MORE
When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. We’re both in the business of earning a customer’s repeat business through the quality of the experience we deliver. MORE
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. MORE
The evolution of the self-serve customer service solution isn’t exactly headline news as we enter this new year. We all know that many, if not most, consumers today prefer to avoid interacting with a live customer service representative if a self-serve option is available. MORE
You may or may not have noticed the #facebookdown problems two weeks ago. But did you try calling 9-1-1 when Facebook wouldn’t load? Apparently, some people in Houston did. Folks please do not call the police because #facebookdown we are as upset as you are but we cannot fix facebook. MORE
A government employee questioned whether my service teaching had any value for his department. After all, he reasoned, why bother providing customer service excellence to “captive customers” who have no choice? Who wins from this effort to upgrade civil service? MORE
If you answered “no, our social customer care is most definitely not kicking ass” – don’t worry, you’ve come to the right place. We’ve curated five thought-provoking blogs that will help you get on the path to best-in-class social customer care. Social Customer Care Cannot Be Ignored. MORE
Does your customer service need a makeover? Even in high-end service environments, a seemingly tiny disconnect between a customer and a service provider can cause a customer to walk away from your business. The post Time for a Customer Service Makeover? MORE
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. The customer holds all the cards and the customer rules. MORE
One of the biggest changes happening in customer service right now is in automating the customer experience. Now that so much of the customer experience is self-service, businesses need to make every part of a customer’s interaction fast, easy, and intuitive. MORE
Customer Service Related Topics 
Steve DiGioia
JUNE 11, 2018
…here’s 3 skills every customer service actor must have This original article was written by Steve DiGioia. You do nothing more than talk to customers on the phone and punch some information into a keypad. And we haven’t even discussed the complaining customers!
Steve DiGioia
NOVEMBER 13, 2017
The service you provide has always lacked because of your fear of “taking charge” and not wanting to offend your customers. They are individuals who give of themselves and ensure the customer experience is second to none.
BlueOcean
JUNE 26, 2018
When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. We’re both in the business of earning a customer’s repeat business through the quality of the experience we deliver.
Wired and Dangerous
OCTOBER 24, 2016
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!
Advertisement
This cheat sheet covers ten fundamentals of customer service to help your business excel
Wired and Dangerous
DECEMBER 11, 2017
But, as luck would have it, the wine shop owner was famous for his pull-rabbits-out-of-a-hat service. He called two of his best wine customers whom he knew lived near the party host and promised to replace their bottles of wine delivered to their desperate neighbor plus a bottle on the house.
Customers That Stick
JANUARY 15, 2018
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.
Kayako
JANUARY 24, 2018
At Kayako, we do our best to understand not just our customers’ needs, but their customers’ needs, as well. Customers hate putting in effort to get problems resolved. Becoming customer-centric will be the goal of most businesses this year.
Customers That Stick
MAY 4, 2017
Customer Service Video customer-service-techniquesWe'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.
NewVoiceMedia
AUGUST 24, 2017
One workshop participant asked this question about grading customer service excellence: “I’m designing a performance measurement system for our in-house technology team and have run into a disagreement with my boss. “He I also refer to this as “customer satisfaction.”. “B”
360Connext
OCTOBER 4, 2017
The first week of October is both Customer Service Week and the week of CX Day! This week of celebrating success through CX and better customer service is an important reminder that we all serve a role in this. Customer service agents need to feel heard, too.
Steve DiGioia
NOVEMBER 28, 2016
There’s a reason why Apple is a leader in not only technology but customer service too. They actually provide the vehicle(s) needed to service their customers’ needs. It’s not based on what Apple wants but on what their customers’ need.
Who's Your Gladys?
SEPTEMBER 24, 2017
We've created a Customer Service Week celebration to make it easy-peasy for you to celebrate your team's service excellence and inspire them to amp up their skills. The post Celebrate Customer Service Week 2017 with This Easy Plan appeared first on Who's Your Gladys?
Wired and Dangerous
OCTOBER 17, 2016
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?
360Connext
DECEMBER 1, 2016
Hawaiians have a reputation for delivering stellar customer service. They seem to always maintain a genuinely warm and friendly manner when dealing with their clients, making it virtually impossible to feel dissatisfied even after experiencing some sort of service failure.
Customers That Stick
OCTOBER 15, 2016
Customer Service VideoWe'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.
Magellan Solutions
AUGUST 6, 2018
It is how customers see your company, whether it is in the positive or negative light. Also, that view of the customer is from how you project the company to the public. But in what way is customer service connected with brand reputation?
BlueOcean
FEBRUARY 27, 2018
If you answered “no, our social customer care is most definitely not kicking ass” – don’t worry, you’ve come to the right place. We’ve curated five thought-provoking blogs that will help you get on the path to best-in-class social customer care. Social Customer Care Cannot Be Ignored.
Who's Your Gladys?
APRIL 17, 2017
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.
Who's Your Gladys?
NOVEMBER 30, 2016
Does your customer service need a makeover? Even in high-end service environments, a seemingly tiny disconnect between a customer and a service provider can cause a customer to walk away from your business. The post Time for a Customer Service Makeover?
Kayako
DECEMBER 8, 2016
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.
Kayako
DECEMBER 22, 2016
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’.
BlueOcean
JANUARY 4, 2017
The evolution of the self-serve customer service solution isn’t exactly headline news as we enter this new year. We all know that many, if not most, consumers today prefer to avoid interacting with a live customer service representative if a self-serve option is available.
Steve DiGioia
FEBRUARY 2, 2016
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.
NewVoiceMedia
SEPTEMBER 8, 2017
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.
TechSee
NOVEMBER 20, 2017
One of the biggest changes happening in customer service right now is in automating the customer experience. Now that so much of the customer experience is self-service, businesses need to make every part of a customer’s interaction fast, easy, and intuitive.
Comm100
NOVEMBER 14, 2017
When you are doing your job well, knowledge matters – and in the customer service industry, that is even truer than in others. The service sector as a whole has experienced steady but sustained growth over the past decade (approx. Author of The Service Culture Handbook.
NewVoiceMedia
SEPTEMBER 26, 2017
A government employee questioned whether my service teaching had any value for his department. After all, he reasoned, why bother providing customer service excellence to “captive customers” who have no choice? Who wins from this effort to upgrade civil service?
inContact
JUNE 14, 2016
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.
360Connext
JUNE 13, 2018
So it’s no wonder we never run out of customer service disasters to talk about! Customer service disasters really come down to one thing: expectations. If you don’t live up to them, you will disappoint a customer. Listen to customers.
MaritzCX
OCTOBER 12, 2015
You may or may not have noticed the #facebookdown problems two weeks ago. But did you try calling 9-1-1 when Facebook wouldn’t load? Apparently, some people in Houston did. Folks please do not call the police because #facebookdown we are as upset as you are but we cannot fix facebook.
TechSee
JUNE 26, 2018
Bent on destroying customer service, Omm-Mugga the Mongoose and his destructive Yargh have switched all customer cables to create widespread tech troubles. Customers are calling for help, but the agents are blinded.
NewVoiceMedia
MARCH 16, 2017
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. The customer holds all the cards and the customer rules.
Michelli Experience
FEBRUARY 7, 2017
I have been slow to accept that, from a service perspective, humans will ever be replaced by computers. While humans may not be fully replaceable, I do believe artificial intelligence and robots will displace a lot of service providers.
Customer Bliss
MAY 16, 2018
Maintaining a “customer service mentality” in the marketplace has to first begin with leaders and the behaviors that they themselves exhibit. And this is not just limited to those on the front lines caring for customers in distress. as a friend, as a partner, as a customer.
Steve DiGioia
SEPTEMBER 14, 2015
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".
NewVoiceMedia
OCTOBER 2, 2017
One workshop participant asked this question about grading customer service excellence: “I’m designing a performance measurement system for our in-house technology team and have run into a disagreement with my boss. “He I also refer to this as “customer satisfaction.” “B”
Provide Support
NOVEMBER 16, 2017
Customer service and marketing can intensify and strengthen each other. Customer service and marketing are often seen as completely different processes by most companies. Let’s explore how customer service and marketing can intensify and strengthen each other.(.).
NewVoiceMedia
MARCH 6, 2017
Along those lines, I want you to come up with a customer service promise. For some companies, their tagline is their customer service promise. For example, Zappos.com’s tagline is Powered by Service. Three words that exhibit a commitment to the customer.
Steve DiGioia
SEPTEMBER 24, 2015
Then I wondered…why don’t we do a similar thing for our customers? Customer Service "improve your customer service" best customer service Cheerleader customer serviceget your pom-poms out!
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