Customer Satisfaction Is the Enemy of Exceptional Customer Service

ShepHyken

A twist on this excellent concept is that, “Good is the foundation of exceptional.”. A good customer service experience is doing what you are supposed to do. Beyond satisfactory – and beyond good – is an exceptional customer service.

Exceptional customer service doesn’t happen by chance; it happens by choice

Customer Enthusiast

Last week I was interviewed for a customer service podcast. During the interview, I was asked for my definition of customer service, which I shared: Customer service is a voluntary act that demonstrates a genuine desire to satisfy, if not delight, a customer.

Trending Sources

5 Steps for Hiring Exceptional Customer Service Agents

Win the Customer

There’s an immense difference between aspiring to deliver exceptional customer service and actually delivering winning customer service. The right team can make the biggest difference in exceptional service experiences.

4 Steps to Give Exceptional Customer Service

CSM Magazine

Each and every person in your organization has the opportunity to create a positive impression on your customers — to impact their experience and potentially convert them from a lukewarm satisfied customer to a red-hot loyal customer. Customer Service Articles

Set the tone for exceptional customer service!

Customer Enthusiast

Earlier this year, Software Advice, an online firm that reviews customer service software, published a new study , based on responses from more than 2,000 consumers, that examines the impact of a support agent’s tone and language on customer satisfaction.

7 Ways to Become a Tour Guide to Service Excellence

Who's Your Gladys?

After ten amazing days in Italy my passion for customer service is stronger than ever. I get jazzed by excellent service, and my curiosity kicks in when things fall flat. During the trip, my husband had one request, “No work on vacation!”

7 Ways to Provide Exceptional Customer Service for E-commerce [INFOGRAPHIC]

Win the Customer

Customer service is critical in the on-going relationship between customers and service providers, especially those primarily interacting with customers online. AS they do, they’ll see improved relationships with customers and enhance their online […].

Amazing Business Radio: Nate Spears

ShepHyken

Nate Spears on Providing Exceptional Customer Service. Shep speaks with customer service evangelist and Chief Operations Officer and Co-Founder of ClearSource, Nate Spears, about providing exceptional customer service.

Customer satisfaction is the enemy of exceptional customer service

NewVoiceMedia

A twist on this excellent concept is that, “Good is the foundation of exceptional.”. A good customer service experience is doing what you are supposed to do. Beyond satisfactory – and beyond good – is an exceptional customer service. And, according to Nate Spears, the Chief Operations Officer and Co-Founder of ClearSource, exceptional customer service is anything you do beyond that is better than just good. Customer Service

Amazing Business Radio: Peter Shankman

ShepHyken

Peter Shankman Shares Tips on How to Create Loyal Customers – and Much More! They share stories about some exceptional customer service experiences and how to create loyal fans. How can I increase customer loyalty, and therefore gain loyal customers?

Tips 11

How to Deliver an Exceptional Customer Service With Your Contact Centre

CSM Magazine

The trends and challenges impacting contact centre people, processes and technology, illustrated with case studies and in-depth Interviews with customer service leaders. Customer service agents are the brand representatives your customers engage with.

10 Things Customer Service Needs to Know About Customers [INFOGRAPHIC]

Win the Customer

The easiest way to make sure that you deliver exceptional customer service is to know exactly what your customers want. Call Center Customer Service Infographic Customer Experience Customer Relationship infographic

Service Untitled» Blog Archive » Exceptional Customer Service.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Exceptional Customer Service Starts at the Top – Are You Setting a Positive Standard?

Proactive Customer Service Leads to Improved Experience

Win the Customer

Anticipating needs, learning about the customer and listening to your employees are all keys to customer service success. Are you ready to take your customer service from reactive to proactive? If you’re ready to improve your customer service, […].

3 Critical Customer Service Disasters That Totally Are Preventable

Win the Customer

The 2014 Global Customer Service Barometer by American Express found that 74% of Americans spent more money with companies that had previously provided them exceptional customer service. Call Center Customer Experience Customer Service

5 Factors to Consider Before Picking an Outbound Call Center Service

Win the Customer

Many businesses use outbound call center services in order to keep up with customer needs while still delivering an exceptional customer service experience. Call Center Customer Service Management Technology

Going above and beyond is a choice

Customer Enthusiast

For many years, I’ve gone on record saying that the reason you and I, as customers, consistently receive predictably poor customer service is because exceptional customer service is voluntary; employees don’t have to deliver it, and most don’t.

How to Choose the Best Customer Support Options for your Ecommerce Website

Provide Support

Customer Service Channels. When starting an online business your main concern is the communication channels your customers will use to get in touch with your team. Personalized and prompt customer service gives you an edge over the bigger and more well-known competition.

5 Tips to Train Your Customer Service Reps for More Confidence

Provide Support

5 Tips to Train Your Customer Service Reps for More Confidence. Exceptional customer service starts with confidence. It is one of the most important components of delivering great service to your customers and developing quality employees.

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 113

Excellence doesn’t require permission

Customer Enthusiast

Later in the book, Covey shares this related tidbit: “there is a gap or a space between stimulus and response, and the key to both our growth and happiness [and, I would add, the product and service quality we deliver to others] is how we use that space.”.

How loyal are you to your customers?

Vision Critical

If there’s one thing your customers don’t lack, it’s options. In a world abundant with choice, how can companies win the long-term loyalty of customers? The study, called Wantedness, reveals eye-opening insight on what it takes to attract and retain customers.

inContact Recognized as a Leader in Gartner’s 2016 Contact Center as a Service (CCaaS) Magic Quadrant

inContact

For the 2 nd year in a row, inContact was positioned as a Leader in Gartner’s annual Contact Center as a Service (CCaaS) Magic Quadrant. amassed a large installed base of both large and small customers. Shift from reactive to proactive customer service.

Service so subtle

Customer Enthusiast

Too often, exceptional customer service is associated with breathless, over-the-top actions by employees that capture headlines such as Ritz-Carlton’s Joshie the Giraffe , Morton’s Steakhouse airport delivery , or Frontier Airlines’ pizza delivery.

How to Be 2 Steps Ahead in Anticipating Your Customer Needs

Kayako

Josh Brown will walk you through ways to analyze your customers and their needs. Consistently exceeding expectations is what any entrepreneur or startup should aim for to increase customer bookings and enjoy growth. To do so, you’ll need to know: Who your customers are.

Voice of the customer: What is a feedback loop and how can it help your brand?

NewVoiceMedia

For centuries, information about products and services was controlled by businesses. Today’s connected shoppers have access to an unprecedented volume of information, which, in turn, has allowed them to take near full control of the customer experience.

10 Factors that Negatively Affect your Customer Service Quality

Provide Support

Customer Service Quality. Almost all businesses strive to offer superior customers service. There are certain factors that negatively affect customer service quality and do not allow companies to reward their customers with exceptional customer service.

No Agent Is an Island: Why Collaboration Is Key to Great Customer Service

Kayako

Over the past few years, all hands support has been touted as the pinnacle of cross-company customer service collaboration. And yet, it’s still undervalued as a tool for minimizing barriers between businesses and their customers. Customer service isn’t valued.

VIDEO – Customer Service Training 101: How to Build a World-Class Program

Michel Falcon Experience

After building your customer-centric culture and learning how to properly recruit exceptional customer service employees you must then build your world-class training program. Customer Service

Employees Don’t Fail, Your Systems Do

Michel Falcon Experience

You see, if Tim, your frontline employee, is having difficulty delivering exceptional customer service it might not be Tim’s fault. See also : How to Be a Ridiculously Successful Customer Service Employee. People don’t fail, systems do.

The Right Employees OWN the Customer Experience

360Connext

Are employees the answer to the customer experience question? Southwest Airlines, Zappos and Amazon were all the disruptors of their day, and they all focused on delivering exceptional customer service.

Help Customers on the Support Journey and up the Loyalty Ladder

Kayako

Think about your ideal experience as a customer. When customer service is like that, you don’t think about excessive effort, and endless back and forth communications. Why is context missing from customer support journeys? Asking the customer less.

Study 40

J.W. Marriott’s approach to serving customers

Customer Enthusiast

Keep in mind that Mr. Marriott’s “work” – from the time he opened his first 9-seat root beer stand in 1927 until his death in 1985 – consisted of serving customers. Finally, he recognized that exceptional customer service doesn’t happen by chance. customer J.W.

Every week should be customer service week!

Customer Enthusiast

Customer Service Week (Oct. Let me begin by saying that celebrating the customer is a good thing—especially when you consider that, without customers, there wouldn’t be much else to celebrate. Not only is this an eyesore, it is disrespectful to customers.

How to Do It Right: Guide to Delivering Customer Service in Digital Age

Merlin

Almost everyone has gone digital—from businesses, governments, and yes, your customers. While your customers are probably online all the time, chances are, this connectivity offers a new challenge on how to deliver exceptional customer service support for people on the go in this digital age.

13 Short Customer Service YouTube Videos You Can Use for Training

Myra Golden

Myra Golden’s Customer Service Video Library. Top 6 Ways to Get An Angry Customer to Back Down. The Psychology of Customer Anger. Customer Service: The Issue is Not the Issue. Handling a Problem That’s the Customer’s Fault.

Is it the Consumer’s Fault Customer Service is Vanilla?

Michel Falcon Experience

We run to complain but move like snails when given the opportunity to recognize exceptional customer service. I’ve studied customer experience management for nearly a decade and have recognized a few trends. First, I believe customer service is improving.

6 Ways to Wow and Win Back Lost Customers

Luke Brown

Takeaway: 6 businesses share their approach to wowing and winning back lost customers. Find out what matters most to your customers, and go beyond their expectations. Wouldn’t it be great if you could win back lost customers? They know how to handle customer complaints.

Approachable customer service

Customer Enthusiast

One of our objectives was to identify ways to incorporate exceptional customer service into the day-to-day processes at the libraries. As a result, our recommendation for librarians who wish to maximize their perceived approachability in public service settings is to smile when making eye contact with patrons. This finding suggests that patrons consider an explicit indication of a librarian’s role as a public service provider to be approachable.

Thanksgiving is here and it’s time to give back: the importance of customer satisfaction and retention

nanorep

Nine times out of ten, to put it very conservatively, the focus is on consumer acquisition at the expense of customer retention. That’s understandable on some levels, both because businesses obviously do need to attract new customers, and because acquisition offers an immediate and readily quantified ROI on marketing expenditures. In a similar vein, as an article in Forbes reported, 80 percent of a company’s future revenue will come from 20 percent of its existing customers.