Trending Sources

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.

Time for a Customer Service Makeover?

Who's Your Gladys?

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?

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

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.

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’.

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.

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?

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.

Trends 139

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.

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 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

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!

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.

Top 20 Customer Service Experts to Follow on Twitter Right Now

Comm100

Like customers, customer service experts come from a wide range of backgrounds, each with their own unique perspective and take on the industry. We have compiled the following list of customer service experts so that you don’t have to. 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.

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.

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?

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

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.

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.

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 ?

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

Hotels 119

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?

ChatBots are the Future of Customer Service

Jacada

5 Proof Points. Today, artificial intelligence is one of the fastest growing technologies within IT operations.

Customer Service vs. Customer Experience: What’s the Difference?

ReviewTrackers

So many companies are talking about customer experience (CX). They’re creating new positions within their organizations and hiring customer experience representatives. And they’re viewing customer experience as the single most important way for their organization to achieve success.

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

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

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.

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.

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.

Is Emotional Intelligence Key To Outstanding Customer Service?

Kayako

Working in customer support can leave you feeling like an unrecognized or unsung hero. Within a brief conversation the agent is expected to engage each customer, fix their problem and move on swiftly to help others. Is empathy the essential customer service personality trait?

Who Owns Customer Service?

ShepHyken

Customer service is what I’m all about. It is my life’s mission to help companies create a customer service experience that customers think is amazing. But, surely some company that is totally focused on their customers would already own it.

Customer Service; Customer Experience; Customer Centricity – what is the difference between them?

ijgolding

It is difficult to deny that these three terms are becoming increasingly visible in the language of business: Customer Service. Customer Experience. Customer Centricity. Customer Services is NOT Customer Experience. So what is Customer Experience?

15 Top Customer Service Training Courses for Your Agents (Half Are Free)

Comm100

Time and time again, we see evidence that great customer service experiences are critical in maintaining customer loyalty and satisfaction. ” And customer service training is vital to maintaining excellent customer relations. Customer Service

Course 108

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