Do You Need to be Assertive to Provide Great Customer Service?

Steve DiGioia

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.

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!

Are You a Customer Service Hero, Villain or Problem Solver?

Steve DiGioia

…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!

Celebrate Customer Service Week 2017 with This Easy Plan

Who's Your Gladys?

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?

Best Practice Webinar: Conquering Attrition in the Contact Center

Your frontline employees make or break your customer experience. Yet, attrition can mean delivering customer service with fewer and less-tenured employees, directly affecting your quality of service and forcing you to rethink your customer experience strategy.

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?

Make Customer Service a Habit -

Kristina Evey

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

Handling Customer Service Emergencies

Wired and Dangerous

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.

The Customer Service Gap

ShepHyken

I’ve written about the customer service gap before. The second version of the gap focused on narrowing the distance between you and your customers. This also puts your competition further away from your customers. Here are just a few ideas: Survey your customers.

The Ten Commandments of Customer Service

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

How to Create the Most Spectacular Customer Service Disasters

360Connext

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.

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Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences

Kayako

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.

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4 Ways to Hardwire Customer Service Success

Who's Your Gladys?

If you want to deliver strong customer service, it’s important to keep learning and improving. The post 4 Ways to Hardwire Customer Service Success appeared first on Who's Your Gladys? Customer Service

Stellar Customer Service in Fast Food

Who's Your Gladys?

Small details make a big difference in customer service and with a little extra effort, you can create a memorable experience for your customers. The post Stellar Customer Service in Fast Food appeared first on Who's Your Gladys?

The Top 3 Ways to Forecast for Your Contact Center

that customers may decide to go elsewhere, to. savings and improves customer satisfaction. overstaffing, minimizes customer wait times. and optimizes the customer experience. forecasted customer. customer’s initial. service levels. to Meet Any Custom.

5 Top Customer Service Articles for the Month of May 2018

Comm100

Welcome to the first of a new series of monthly posts where I will be looking at the best of Customer Service, Customer Experience and Customer Success articles that can be found online. Michael Pace on his site, the Pace of Service (I really like the name by the way!)

Grading customer service excellence

NewVoiceMedia

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”

Is Your Social Customer Service Already Stellar?

BlueOcean

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.

KPI Alphabet Soup: The Most Important Customer Service Performance Metric

Who's Your Gladys?

People who work in Customer Operations know of the “Alphabet Soup” of customer service performance metrics. The post KPI Alphabet Soup: The Most Important Customer Service Performance Metric appeared first on Who's Your Gladys?

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

INTRODUCTION Business Transformation and Analytics: Driving Change in a Customer-Centric World | 3. understand new sources of customer data and. quickly act to meet new customer expectations. percent) and direct feedback from customers (39. product or service.

2015 Trends in Customer Service

Who's Your Gladys?

New realities have emerged over the past year, revealing what we can expect of customer service in 2015. Best practices Customer Service Marilyn Suttle 2015 trends Customer Service Articles customer service training customer service trends

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3 Customer Service Tips from a Health Care Pro

Who's Your Gladys?

If wanting happy customers and an engaged staff was enough – everyone would have them. Instead, customer complaints are common and nearly 75% of employees are reportedly disengaged. What can you do to get customer service right? Customer Service Customer Service Articles

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5 Ways Apple Proves They Really Care About Customer Service

Steve DiGioia

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.

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?

Study: The Health of the Contact Center

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact.

Inspire a Customer Service Mentality In Your Organization

Customer Bliss

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.

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.

The Simple Truth Behind Customer Service Excellence

Who's Your Gladys?

National news, Twitter and YouTube are loaded with examples of customer service gone wrong. While there are lessons to learn from service breakdowns, there’s even more value in following leaders who share a consistent set of guiding principles for “getting service right.”

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.

Evolving Customer Service to the Next Level in 2017

BlueOcean

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.

Customer Service Professional Development – Resources To Help You Learn & Grow

Comm100

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.

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’.

Customer Service & CX Leaders Make the Best Magic TOGETHER

360Connext

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.

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.

Do ‘captive customers’ deserve customer service excellence?

NewVoiceMedia

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?

What Makes Good Customer Service

ShepHyken

National Customer Service Week is coming up the first week in October. This is a time to appreciate employees for doing a great job taking care of customers. And, of course, there is showing some love and appreciation to your customers. What makes good 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.

Achieve Stellar Customer Service with the Aloha Principle

360Connext

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.

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. Customer experience