Why Customer Service Employees Need Guidelines Not Just Rules

CSM Magazine

So, apart from rules that tell an employee what they can or can’t do, it’s also essential that employees have guidelines as well. Guidelines enable employees to exercise personal judgment which may mean all the difference between retaining and losing a customer.

The 10 Commandments of a Customer Service Religion

Provide Support

What is there that all of us should keep in mind and focus on, what are the guidelines? Articles Best Practice 10 commandments of customer service 10 commandments of customer service religion customer service guidelines what's really important in customer service

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Customer Service Rules vs. Guidelines: Lessons about Customer Service

Customer Interactions

Sometimes “company policy” drives me crazy. Often policies are perceived as unbendable rules. When it comes to customer service, the words policies and rules may not be the best choice of words for creating a customer focused environment.

How to Respond to Reviews Under HIPAA Guidelines


The regulations of HIPAA require health care providers to follow privacy guidelines so that a patient’s health information is confidential. Saran Zamora, marketing coordinator at Nicklaus Children’s Hospital, responds reviews under the HIPAA guidelines. What is HIPAA?

When Responding to Online Reviews, Keep HIPAA Guidelines in Mind


When Responding to Online Reviews, Keep HIPAA Guidelines in Mind . When responding to online reviews be sure to keep HIPAA guidelines in mind. Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience.

10 Steps to start your Global CX Program


The following ten steps are a guideline to a successful start of your global CX program: 1. Implementing a locally and globally effective, yet efficient customer experience(CX) program doesn’t come easy. To be successful, such a program needs to deliver against very different needs, from the head office to local markets. Define what global means to your organization This. View Article

New Guidelines on Consumer Engagement and Data Privacy

Natalie Petouhof

Tweet The Consumer Goods Forum has created and agreed on a new set of ‘ Consumer Engagement Principles ’ (the “Principles”). The industry-wide Principles will act as a framework for how companies engage with their consumers, and are designed to promote an environment of trust and pro-active consumer communication. The Principles are meant to benefit all stakeholders as the industry looks to safeguard consumers’ data and nurture greater consumer trust.

Customer Experience: Art or Science?

CX Journey

They are not stifled by rules or guidelines. They have guidelines and research and theories, and they are limited to staying within that box. Image courtesy of Mickey75017 I originally wrote today''s post for InsideCXM. It appeared on their site on August 12, 2014.

Journey Mapping Design – the 5 Design Principles that will enable your journey map to drive change

Heart of the Customer

In this post, Kris lays out her guidelines to make sure our maps have that visual impact that is so critical to driving […]. Kris LaFavor is the founder of DesignAhead.

Customer Experience Repeat Daily: Love the Customers Not the Rules

Kate Nasser

You can show care and still work within guidelines. Want customers to love your business? Everyone in customer experience repeat daily, love the customers not the rules. Latest from Kate Nasser, The People Skills Coach™.

5 Main Reasons Why You Should Encourage Customers to Review Your Business


Important Note: Before developing a review request program, be sure to identify the review sites where your company is listed and read each site’s content guidelines and terms of use. So make sure that all your efforts are in compliance with each individual review site’s guidelines.

NRF 2016 “Big Show” on a Tiny Budget?


Following these guidelines can help curb the costs and allow you to get the most out of Retail's Big Show. Last minute approval to attend NRF, provided you keep the cost under control? The post NRF 2016 “Big Show” on a Tiny Budget? appeared first on ForeSee. Events Retail

8 Workspace Safety Tips for Customer Support Agents

Provide Support

Your company may have its own set of security rules and guidelines. However, there are also important guidelines to follow by employees. Customer Service Team Workspace Security. In our modern digital world security is the highest priority for organizations, both big and small.

Four Keys to Crafting an Effective Service Vision

Wired and Dangerous

A service vision can also provide guidelines for decision making. Creating a service vision for your company is vital to ensuring your customers and you have a keen understanding of what you offer and how it is differentiated from today’s hyper competitive market.

Execs Still Don’t Get Customer Experience


Even the Oracle report concludes the following 5 guidelines to “create a compelling customer experience”: Focus on the contact centre – optimise resources for dealing with ‘critical enquiries’. The following is a Best of 360Connext post.

How Better Web Accessibility Can Boost Your Sales - Frank Reactions

Tema Frank

In Europe all websites run by public sector organizations must meet accessibility guidelines, and many countries have requirements for private sector companies too. Web Accessibility Is Not Just for Disabled People!

Scaling Your Business Without Alienating Customers


These things should always be top of mind and serve as guidelines for how you do absolutely everything. Use them as a guideline for hiring. Use them as a guideline for creating new processes. The following is a Best of 360Connext post.

Customer service may rule, but rules in customer service don’t


I’m OK with guidelines. So, teach your employees the guidelines, and the intent behind them, then empower the employees to make decisions to support the customer. Even while on vacation with my family, I can’t help but take note of the customer service – or lack thereof.

Usability Best Practices: Self-Referencing Links


Recently, cxReplay has prompted us to reconsider an infrequently-cited usability guideline that address a little-known, yet pervasive problem called Self-Referencing Links.

Five Tips for Building a Customer Journey Map—A Tool For Positive Change


There are proven guidelines to ensure success. Whether transactional or holistic, journey maps need customer data to be relevant and credible. In last month’s article , I discussed how to get the most from customer journey maps and how to make them work for your organization.

How to Flag Questionable Online Reviews on Google, Facebook, and Yelp


Just like with Google, a review can only be taken down if the review violates Yelp’s Content Guidelines. Online authority is the backbone of a company’s reputation.

Customer Service Cheat Sheet for Live Chat Operators with Examples of Responses

Provide Support

Below are some guidelines on how a service agent can best handle the major key points in a live chat conversation.(.). Cheat Sheet for Live Chat Operators. Chat etiquette plays a huge role in customer service.

Average Talk Time: The Little Metric with Big Insights


If your agents are consistently meeting AHT guidelines, but spending very little time on the phone with customers, it might be time to listen in on some calls or send some extra post-call surveys to gauge customer satisfaction.

Why coaching beats training in support teams


It gives a sense of ownership (move away from rules to guidelines). This helps you shift a team running on rules and restrictions to a much more confident working style, operating with a level of efficacy under a set of guidelines. Who loves training sessions?

Customer Relationships and Moments That Matter

CX Journey

In this latest report, they not only tie the moments that matter to the six stages of customer relationships but also to the Six Pillars, giving some great guidelines on how to deliver a great customer experience through the lens of the Pillars, as well.

“My Yelp Reviews Have Disappeared!”: Here’s Why – and What to Do Next


Here are some reasons why your Yelp reviews have disappeared. . The author deleted the review. Yelp’s team removed the review because it violated content guidelines. Yelp filtered the review. The review is fake.

Building a Culture of Customer Care Isn’t Easy


Or if you don’t want to lose your shirt, follow ‘guidelines’ like American Express that provide a framework for fantastic customer service so they know exactly how to act. This is a guest post by Mary Grace.

Six differences between customer-focused companies and operations-focused companies


Instead of strict rules, they have more relaxed guidelines and are encouraged to find ways to take care of the customer.

Your Journey Maps Ought to be Eye Opening!

CX Journey

I'd like to add one more requirement to the workshop guidelines I outlined last fall: Invite your CEO to attend - at least for a portion of the workshop. How are your journey mapping efforts coming along? You are mapping, aren't you? (If If not, I can give you a few reasons to get started now.

Guest Blogging For Amity


Submission Guidelines. Guest Blogging For Amity. Let me first start by saying that we love a great guest post! We have started to get many inquiries about writing a guest post for Amity, so we decided it's about time create a formal process.

How Documented Procedures Can Make Your Customer Support More Effective


If not, documented procedures can bring a lot of clarity to their work, what’s expected of them, and can also give them guidelines by which they act. This is a guest post by Owen Enaohwo of Sweet Process. Are you looking to develop trust with your support team?

Here’s How to Stop Getting Calls At Home On Your Day Off

Steve DiGioia

Do your employees fully understand what is asked of them and under what guidelines they are expected to work? Do you take a “top-down approach” where the focus is on the big picture first and upper management has a heavier hand and may set stringent guidelines?

Customer-Obsessed Service

Customers Rock!

Guidelines need to be clear, and when they are employees are freed up to get the help they need to turn around a bad situation with a customer. Social media has pushed customer service to the forefront for many organizations.

One Of The Best CX Resources Of 2017


Lessons about culture, economics, design, and digital futures are freely shared in the form of guidelines, design principles, and practical activities to pursue. Customer Experience is making great inroads into business, both in the US and in Europe.

7 Steps to Turn a Complainer into a Loyal Customer


Use scripts as guidelines for how you should approach a subject, but don’t forget to include personal touches, like using the customer’s name. “Whatever is begun in anger ends in shame.” — Benjamin Franklin. As much as we hate to admit it, we’ve all been there.

Why You Need a Location Page for Each Franchise in Your Business


The ability to grant editorial access to a specific page to each franchisee, empowering him to impact his own success by contributing to the content of his own page (following corporate guidelines, of course). Franchises are meant to be found.

How Partners Impact the Omnichannel Equation

CX Journey

The problem is, most of the time, those standards revolve around things like logos, colors, look-n-feel, identity, marketing efforts, dress code, and other brand guidelines. Image courtesy of TechGenStaffer I originally wrote today's post for Intradiem.

Create a vision for your customer service education


What guidelines should I follow when writing an engaging service vision? During a cold winter season, smart organizations get busy preparing for spring. One way to prepare is to create (or confirm) a clear and motivating vision of what you want to become.

How to Know if Your CX Strategy Is Fake


” There were no guidelines or tools to help employees do this. I’m getting calls from very well-meaning business leaders lately. They are well-versed in many areas of business. Perhaps they were in marketing, or technology or operations.

The 4 Biggest Mistakes Brands Make When Monitoring Online Reviews


Use them as guidelines to improve for the future, respond courteously, and move on with your day.