INDUSTRY INSIGHTS YOUR PEERS ARE READING
In the bustling call center and BPO industry, it is always the case that the most effective customer service representatives possess the most advanced communication skills. When in doubt, don’t hesitate to repeat what your customers said by using your own words. MORE
Do we really understand the difference between customer service delivery and customer experience delivery? At times, our self-focused perception leaves customer service delivery up to everyone with “service” as part of their job titles. MORE
Service Untitled The blog about customer service and the customer service experience. The second customer is a young, good-looking man dressed in an expensive business suit and says, “Excuse me, but I need to get into my safe deposit box immediately.&# MORE
You finally get to a customer service rep. You tell your story and the customer service rep responds, “I’m sorry, that’s not my department.” That said, there are still plenty of other phrases and words we, as customers, hate to hear. Customers hate to wait. MORE
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. MORE
There’s a lot customer service professionals can learn from doctors when it comes to delivering bad news. Help them cultivate an attitude of empathy, walk them through how to be clear, direct and concise and make sure they make customers feel completely comfortable asking questions. MORE
Every company has a team of customer service representatives who come to work every day and field customer calls. Their primary role is to speak with customers, giving them valuable insights into how your products are being used. Customer Service Call Center MORE
When it comes to providing the best customer service, there are certain skills that everyone staffing your contact center should possess. More often than not, it is the people themselves who make the difference when it comes to an organizations ability to provide great customer service. MORE
This week we feature an article by Marlene Caroseli who shares some great activities and questions to help customer service representatives improve their service and make the customers experience better. – Shep Hyken. In what ways do you acknowledge the customer? MORE
Key Personality Traits for A Perfect Service Rep. Providing outstanding customer service naturally starts from finding and hiring the right employees for your customer support team. MORE
The 2015 Employee Engagement Trends Report shows customer service employees are among the least engaged, falling behind human resources, sales, marketing, engineering, R & D, operations, finance and IT (in that order) when it comes to on-the-job engagement. MORE
The best customer service representatives focus on people. For anyone considering a career in customer service, one must initially be able to handle stress, handle pressure, maintain friendly interactions with customers, and follow through on tasks. MORE
Working to improve your customer service has always been important, but in today’s highly competitive business environment it’s more essential than ever. In fact, it’s projected that poor customer experience is costing businesses more than $75 billion a year. MORE
The other day I was talking with a gentleman who was as passionate about customer service and experience as I am. He had worked with support centers and we were discussing how important the team in a customer support center is to an organization. MORE
“If you wonder what getting and keeping the right employees has to do with getting and keeping the right customers, the answer is everything.” – Fred Reichheld, Author, Business Strategist. Understand the shortcomings of the current service workforce. MORE
Front-line customer service representatives impact our everyday lives. Why then, are service people often treated as among the lowest paid in many organizations? Be watchful of social media, however Twitter isn’t really the way to solve customer service issues. 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
There was a time when customer service departments/jobs were solely reactive. But increased competition and higher expectations from customers have led companies to require customer service professionals to take on a more proactive role. Customer Service . MORE
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. MORE
When it comes down to it, a company’s customer service rests on the shoulders of their customer service representatives. They serve as the representatives of the brand , often the only direct point of contact many customers will have with your company. MORE
Live chat customer service has become an expectation to the modern customer—more than half of all customers prefer chatting with someone in real time via chat rather than picking up their phone. The schedule changes and demands that come with live chat customer service. MORE
Looking to beef up your customer service? Hire agents with formidable customer service representatives skills. It’s the only way to ensure customer satisfaction and high service levels. MORE
Being awesome at customer service is all about having the needed skills and personal characteristics. Some think that communication skills are most important for customer service professionals but this isn’t the case. Understand Your Product or Service. 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
Each week I read a number of customer service and customer experience articles from various resources. To Provide the Best Customer Experience, Be Proactive by Frank Konkel. My Comment: Is it possible to learn a customer service lesson from government? MORE
This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. Brainstorming better ways to say “no” to a customer complaint. 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
Many of her friends and customers who I work with have had positive results modifying their loans; the process although at times frustrating and record intensive has helped many families remain in their homes with a more affordable monthly payment. MORE
Once the customer service representative came on the call, Cindy briefly described the problem. What do you think happened when the new customer service rep came on? Shattered customer confidence. My wife and I were on the phone with our bank. MORE
At the heart of every business is a great customer service team, always striving to deliver an exceptional service to their clients with the goal of turning a first-time customer experience into repeat business. Richard Branson truly is the face of customer service. MORE
The business of customer service has grown consistently, and the US Bureau of Labor Statistics says the number of customer service representatives will have grown by 5% between 2016 and 2026. Customer Service Customer Experience Culture Support MORE
Customer Support. Have you ever called a company’s phone support number, talk to their customer service rep, have that rep transfer you to another person, only to have to repeat the story all over again? Why did she ask for my account or customer number? MORE
On January 21, a customer service agent for 39DollarGlasses.com has been lauded as a hero after some quick thinking. Customer service representative Donna Petrosini was speaking with Karen Ford, a customer since 2008, when Ford began to slur her words and dropped the phone. MORE
Being a customer service representative is a huge responsibility. When working in customer service, you are the face of a company. I’ve round up a couple of tips and best practices customer service representative should know when working in support or sales. MORE
Do you want a job or a career in customer service? What things would you do to provide a customer with excellent service? When answering this interview question, discuss how you have always worked to go the extra mile when providing a customer with service. MORE
There was a time when customer service departments/jobs were solely reactive. But increased competition and higher expectations from customers have led companies to require customer service professionals to take on a more proactive role. Customer Service . MORE
I’ll never forget the day I saw a fight, literally a fist-fight, between a customer and an employee. My 17-year old co-worker and good friend, Beverly, said to a customer who wanted to return some worn out clothing, “We’re not taking that junk back!”. the customers said. MORE
Provide Support
SEPTEMBER 27, 2017
Key Personality Traits for A Perfect Service Rep. Providing outstanding customer service naturally starts from finding and hiring the right employees for your customer support team.
Magellan Solutions
JUNE 13, 2017
Looking to beef up your customer service? Hire agents with formidable customer service representatives skills. It’s the only way to ensure customer satisfaction and high service levels.
CSM Magazine
MARCH 15, 2019
Do you want a job or a career in customer service? What things would you do to provide a customer with excellent service? When answering this interview question, discuss how you have always worked to go the extra mile when providing a customer with service.
Jacada
NOVEMBER 3, 2017
When it comes to providing the best customer service, there are certain skills that everyone staffing your contact center should possess. More often than not, it is the people themselves who make the difference when it comes to an organizations ability to provide great customer service.
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to meet customer expectations for digital service Social Media Voice of the. Customer. Digital Self Service Tweet this Customers want digital self- service options, such as chat and. said self-service availability. customers to order their favorite.
Myra Golden
DECEMBER 6, 2016
There was a time when customer service departments/jobs were solely reactive. But increased competition and higher expectations from customers have led companies to require customer service professionals to take on a more proactive role. Customer Service .
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Talkdesk
MARCH 30, 2017
Every company has a team of customer service representatives who come to work every day and field customer calls. Their primary role is to speak with customers, giving them valuable insights into how your products are being used. Customer Service Call Center
CSM Magazine
JULY 17, 2017
At the heart of every business is a great customer service team, always striving to deliver an exceptional service to their clients with the goal of turning a first-time customer experience into repeat business. Richard Branson truly is the face of customer service.
LiveChat
DECEMBER 14, 2016
Being a customer service representative is a huge responsibility. When working in customer service, you are the face of a company. I’ve round up a couple of tips and best practices customer service representative should know when working in support or sales.
CSM Magazine
MARCH 24, 2017
Being awesome at customer service is all about having the needed skills and personal characteristics. Some think that communication skills are most important for customer service professionals but this isn’t the case. Understand Your Product or Service.
Talkdesk
JULY 7, 2016
When it comes down to it, a company’s customer service rests on the shoulders of their customer service representatives. They serve as the representatives of the brand , often the only direct point of contact many customers will have with your company.
|
Magellan Solutions
MAY 4, 2017
In the bustling call center and BPO industry, it is always the case that the most effective customer service representatives possess the most advanced communication skills. When in doubt, don’t hesitate to repeat what your customers said by using your own words.
Service Untitled
FEBRUARY 17, 2011
On January 21, a customer service agent for 39DollarGlasses.com has been lauded as a hero after some quick thinking. Customer service representative Donna Petrosini was speaking with Karen Ford, a customer since 2008, when Ford began to slur her words and dropped the phone.
Myra Golden
DECEMBER 19, 2017
I’ll never forget the day I saw a fight, literally a fist-fight, between a customer and an employee. My 17-year old co-worker and good friend, Beverly, said to a customer who wanted to return some worn out clothing, “We’re not taking that junk back!”. the customers said.
Myra Golden
AUGUST 16, 2016
There’s a lot customer service professionals can learn from doctors when it comes to delivering bad news. Help them cultivate an attitude of empathy, walk them through how to be clear, direct and concise and make sure they make customers feel completely comfortable asking questions.
Service Untitled
AUGUST 3, 2011
The best customer service representatives focus on people. For anyone considering a career in customer service, one must initially be able to handle stress, handle pressure, maintain friendly interactions with customers, and follow through on tasks.
Service Untitled
SEPTEMBER 21, 2011
Many of her friends and customers who I work with have had positive results modifying their loans; the process although at times frustrating and record intensive has helped many families remain in their homes with a more affordable monthly payment.
Service Untitled
JUNE 29, 2011
Front-line customer service representatives impact our everyday lives. Why then, are service people often treated as among the lowest paid in many organizations? Be watchful of social media, however Twitter isn’t really the way to solve customer service issues.
GetFeedback
JANUARY 7, 2019
Live chat customer service has become an expectation to the modern customer—more than half of all customers prefer chatting with someone in real time via chat rather than picking up their phone. The schedule changes and demands that come with live chat customer service.
ShepHyken
MARCH 7, 2018
The other day I was talking with a gentleman who was as passionate about customer service and experience as I am. He had worked with support centers and we were discussing how important the team in a customer support center is to an organization.
GetFeedback
APRIL 25, 2019
Working to improve your customer service has always been important, but in today’s highly competitive business environment it’s more essential than ever. In fact, it’s projected that poor customer experience is costing businesses more than $75 billion a year.
Tricia Morris
SEPTEMBER 4, 2015
The 2015 Employee Engagement Trends Report shows customer service employees are among the least engaged, falling behind human resources, sales, marketing, engineering, R & D, operations, finance and IT (in that order) when it comes to on-the-job engagement.
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!
Help.com
SEPTEMBER 20, 2018
The business of customer service has grown consistently, and the US Bureau of Labor Statistics says the number of customer service representatives will have grown by 5% between 2016 and 2026. Customer Service Customer Experience Culture Support
ShepHyken
JUNE 17, 2016
This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. Brainstorming better ways to say “no” to a customer complaint.
ShepHyken
MARCH 14, 2018
You finally get to a customer service rep. You tell your story and the customer service rep responds, “I’m sorry, that’s not my department.” That said, there are still plenty of other phrases and words we, as customers, hate to hear. Customers hate to wait.
One Millimeter Mindset
SEPTEMBER 17, 2018
Do we really understand the difference between customer service delivery and customer experience delivery? At times, our self-focused perception leaves customer service delivery up to everyone with “service” as part of their job titles.
Tricia Morris
JANUARY 4, 2016
“If you wonder what getting and keeping the right employees has to do with getting and keeping the right customers, the answer is everything.” – Fred Reichheld, Author, Business Strategist. Understand the shortcomings of the current service workforce.
ShepHyken
APRIL 12, 2017
Once the customer service representative came on the call, Cindy briefly described the problem. What do you think happened when the new customer service rep came on? Shattered customer confidence. My wife and I were on the phone with our bank.
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.
ShepHyken
AUGUST 31, 2016
Customer Support. Have you ever called a company’s phone support number, talk to their customer service rep, have that rep transfer you to another person, only to have to repeat the story all over again? Why did she ask for my account or customer number?
ShepHyken
MARCH 16, 2018
This week we feature an article by Marlene Caroseli who shares some great activities and questions to help customer service representatives improve their service and make the customers experience better. – Shep Hyken. In what ways do you acknowledge the customer?
Comm100
AUGUST 24, 2016
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.
Tricia Morris
OCTOBER 9, 2015
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.
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’.
Service Untitled
AUGUST 5, 2010
Service Untitled The blog about customer service and the customer service experience. The second customer is a young, good-looking man dressed in an expensive business suit and says, “Excuse me, but I need to get into my safe deposit box immediately.&#
ShepHyken
APRIL 8, 2019
Each week I read a number of customer service and customer experience articles from various resources. To Provide the Best Customer Experience, Be Proactive by Frank Konkel. My Comment: Is it possible to learn a customer service lesson from government?
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