Kayako

JULY 6, 2017

Aside from keeping up with new technologies – which make you revise documentation and saved replies – you’re trying innovate and future-proof your support strategy, and grow your career. The Customer Support Handbook. Working in support means constantly upping your game. So we’re here to help. Books to develop yourself.

Self Service 93

Self Service Handbook Customer Service Culture 93

Kayako

JUNE 30, 2016

So he created a document called “Good Product Manager, Bad Product Manager” which crisply laid out the behaviours of good product managers, and juxtaposed those with the behaviours of bad ones. Here’s the download of the full Customer Thermometer customer support handbook. I thought this was a fantastic idea.

Customer Service 163

Customer Service Handbook Training Customers 163

Kayako

JUNE 30, 2016

So he created a document called “Good Product Manager, Bad Product Manager” which crisply laid out the behaviours of good product managers, and juxtaposed those with the behaviours of bad ones. Here’s the download of the full Customer Thermometer customer support handbook. I thought this was a fantastic idea.

Customer Service 156

Customer Service Handbook Training Customers 156

Comm100

NOVEMBER 5, 2020

Canned messages – Before you set up an internal knowledge base, canned messages often existed in silo as word documents on agent computers. Adding canned messages to your internal knowledge base gives agents easy access to up-to-date, on-brand content that they can quickly fire off in response to customer queries.

Knowledge Base 130

Knowledge Base Omni-Channel Software Policies 130

Kayako

JANUARY 24, 2018

Jeff Toister is the bestselling author of The Service Culture Handbook. User experience expert, Kathy Sierra, argued in her book, Badass: Making Users Awesome , that the issue is marketing and support documentation isn’t aligned. Customer support works better as a team sport. This doesn’t mean that everyone works on support.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

Gainsight

APRIL 2, 2021

Gitlab shared how they have driven an integrated customer journey across these teams by methodically documenting their processes. Indeed, since Gitlab is so transparent, you can see their approach , including how they leverage Gainsight , in their online handbook. .

Customer Success 52

Customer Success Handbook Software Groups 52

CSM Magazine

MARCH 25, 2020

This not only saves them time, but allows them the opportunity to gather any important documents they’ll need like a driver’s license, social security card, birth certificate, college degree, and whatever else is needed to complete the employment paperwork. . Use Print Materials.

Resources 45

Resources Tips Handbook Policies 45

Wired and Dangerous

MAY 27, 2021

The document below is a sample template of an independent contractor agreement. consent or assent to a condition, or agree to do something; JotForm offers readymade contract templates and agreement templates, making it easier than ever to draft important documents. It is designed for startups to download and use.

Government 91

Government Handbook Examples Financial 91

SurveySparrow

JUNE 21, 2020

Writing a 100-page thick handbook for culture codes can serve the purpose of ‘We have a grand, long culture code to abide by’ speech. And for us, Culture codes are not something that we just want to be documented or hanged on the walls. Principles that we wish for our team to believe in. Culture code design principles.

Culture 98

Culture Handbook Guidelines System 98

ShepHyken

NOVEMBER 21, 2016

The NPS Handbook to Analyze the Drivers of Loyalty by CustomerGauge. This short article by Chris Preimsberger highlights some of the key findings from the report and gives you a link to download the entire document. I’m surprised at how many companies have not yet embraced social media for marketing and customer care.

Social Media 48

Social Media Net Promoter Score Customer Service Handbook 48

Gainsight

NOVEMBER 23, 2020

Finally, GitLab is a “handbook-first” company with a company-wide commitment to clear documentation and transparency – not only within the company but publicly. Jeff is the Senior Manager of Customer Success Operations. .

Customer Success 52

Customer Success Roadmap Handbook Financial 52

ChurnZero

APRIL 1, 2022

According to research shared in “The imposter syndrome handbook” by Raghav Parkash , imposter syndrome crosses gender, racial, and professional boundaries. Sharon shares the traits and varied ways imposter syndrome manifests itself. Imposter syndrome doesn’t discriminate.

Customer Success 98

Customer Success How To Customer Journeys Culture 98

Gainsight

JUNE 11, 2021

Exploring the Connection Between Customer Education & Customer Success co-starring Ruben Rabago, Chief Customer Officer at Intellum and author of “The Customer Success Professional’s Handbook” and Greg Rose, Chief Experience Officer at Intellum. There should be explicit knowledge: data, information, documents, records, and files.

Chief Customer Officer 91

Chief Customer Officer Customer Success Handbook Knowledge Base 91

ECXO

AUGUST 23, 2023

I travelled to a pre-arranged appointment in Ingolstadt (a city close to Munich) to sign the documents to complete the closure. It felt like a phrase that came out of the training handbook, similar to saying “good morning, thanks for waiting” to every single customer. I was met with not even a basic understanding of CX and services.

Banking 52

Banking Handbook Retail Loyalty 52

Wired and Dangerous

MAY 13, 2021

If the landlord and the tenants have concluded other agreements or undertakings, these documents must be attached. Handbook of inter-rater reliability: How to estimate the level of agreement between two or multiple raters Gaithersburg 2001., Rent is due on the day stated in the lease agreement (page 28, Landlord-Tenant Handbook).

Government 91

Government Handbook e-support Financial 91

CSM Magazine

DECEMBER 16, 2020

When documents of employees’ details are stored in physical folders, the chances of losing, misusing, and damaging are more. To incorporate necessary company details evenly for your employees’ domain, the employee payroll portal gives handbooks and policies commonly to prevent further confusion. Improved data security.

Self Service 52

Self Service Handbook Policies Software 52

Wired and Dangerous

MAY 6, 2021

Extension Period provides three checkbox statements enabling an efficient report on this transition to be documented. … unlike many other more general or academic competition law handbooks Vertical Agreements in EU Competition Law is clearly a book from practitioners to practitioners, which is a useful tool for every practicing lawyer.”

Consulting 91

Consulting Government e-support Software 91

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. He is a best-selling author who has written three customer service books: The Service Culture Handbook , Getting Service Right , and Customer Service Tip of the Week. Adam Toporek. Marsha Collier.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. He is a best-selling author who has written three customer service books: The Service Culture Handbook , Getting Service Right , and Customer Service Tip of the Week. Adam Toporek. Marsha Collier.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

MARCH 31, 2017

In-N-Out also has carefully documented and trained procedures for nearly every facet of its operation that ensure a consistent and high-quality product and experience. Jeff Toister is a consultant, trainer, and author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service.

Handbook 48

Handbook How To Culture Loyalty Programs 48

Comm100

NOVEMBER 14, 2017

Real-time demands require you to know what you are talking about, without having to hunt through manuals and documents like a miner sifting for gold! Author of The Service Culture Handbook. When you are doing your job well, knowledge matters – and in the customer service industry, that is even truer than in others.

Resources 109

Resources Customer Service Customer Service Training Course 109

SmartKarrot

SEPTEMBER 11, 2023

A finance playbook is a comprehensive and structured document or set of guidelines that outline the key strategies, processes, and best practices within the realm of finance. As the name conveys, Finance Playbook is a document or tool that organizations can use as a set of guidelines and protocols. What is a Finance Playbook?

Financial 10

Financial Guidelines Handbook Roadmap 10

Kayako

JANUARY 5, 2017

In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Modern customers prefer live chat over other email, phone calls or scrolling through documentations, because it is fast, convenient and immediate.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

SurveySensum

JULY 14, 2020

She is also a recognized Training Provider for the CCXP Exam, Author of 6 benchmarking studies and 3 handbooks, Professor at UC Santa Cruz Silicon Valley Extension, and serves on the CXPA Board of Directors. He is the author of three customer service books, including the bestselling The Service Culture Handbook. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SurveySparrow

JULY 12, 2020

Here are some of the HR documents that a recruitment process should have: Job Responsibilities. These documents should be clearly written so that there is no confusion for anyone who reads it or is trying to enforce it. The HR documents should be detailed and not leave out anything. Handbook acknowledgment. Offer Letter.

Policies 52

Policies Management Handbook Guidelines 52

Wired and Dangerous

MAY 12, 2021

A properly drafted legal document will assure the customer that your cleaning company is professional and also will protect you in the event that a dispute arises. This contract defines conditions of the agreement and is useful for setting up new clients and avoiding performing tasks not outlined in the arrangement.

Handbook 91

Handbook Exercises e-support Insurance 91

Wired and Dangerous

MAY 28, 2021

Consent includes appearing in court at the appropriate date or signing an affidavit of service, acknowledging receipt of the legal documents. To determine the scope of mental health benefits available, one looks at the Plan’s Benefit Handbook (sometimes referred to as the Summary Plan Description or SPD). For purposes of J.O.’s

Government 91

Government Advertising Airlines Handbook 91