How to Respond to Reviews Under HIPAA Guidelines

ReviewTrackers

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

ReviewTrackers

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.

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.

Bill Hogg: 4 Steps to GIVE Exceptional Service and Utilize Service Guidelines

Bill Quiseng

In my experience as a leadership change consultant , the following four guidelines can help you effectively engage with your customers in all situations: Greet : Greet every customer with a smile, make eye contact. Why Your People Need Guidelines, Not Policies.

Article 29 Working Party Published Guidelines on Transparency under the GDPR

Verint

On December 12, 2017, the Article 29 Working Party (“Working Party”) published its guidelines on transparency under Regulation 2016/679 (the “Guidelines”). The Guidelines aim to provide practical guidance and clarification on the transparency obligations introduced by the EU General Data Protection Regulation (“GDPR”). Changes to the notice : The Guidelines emphasize that the transparency requirements apply throughout the processing process.

Set the tone for exceptional customer service!

Customer Enthusiast

Beyond that, consider guidelines that will contribute to the effectiveness of electronic communication, such as: Always add a brief greeting rather than jumping right in to the business at hand. assumptions chat customer electronic communication email guidelines language protocol tone

5 Ways to Create Social Media Advocates

MaritzCX

Here are two key guidelines to ensure authenticity and trust: Always ask respondents if they want their comments to be posted on.

5 Ways to Create Social Media Advocates

MaritzCX

Here are two key guidelines to ensure authenticity and trust: Always ask respondents if they want their comments to be posted on.

10 Steps to start your Global CX Program

MaritzCX

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

10 Steps to start your Global CX Program

MaritzCX

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.

10 Steps to start your Global CX Program

MaritzCX

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.

How to Choose Outstanding Service Workshop Leaders

Up Your Service

Workshop Leader Selection Guidelines. Workshop Leader Selection Guidelines. A strong and sustainable service culture needs passionate educators, coaches, and role models who teach and apply the principles of uplifting service.

How to Clone Your Best Customers with Attribute Analysis

Promoter.io

According to scoring guidelines, it’s world class! Imagine you have a Net Promoter Score of 75. That’s pretty amazing, right?

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™.

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.

One Of The Best CX Resources Of 2017

Storyminers

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.

Retail 2016: Predictive Analytics As Value To Your Customers

Storyminers

The only guideline was to focus on what could/should happen in 2016. At the end of last year, I was invited to share my customer experience predictions for 2016 with MarketForce, a sponsor-funded European Union event production company. With the retail industry fresh on my mind as I prepared for the NRF Big Show, I […]. The post Retail 2016: Predictive Analytics As Value To Your Customers appeared first on Mike Wittenstein.

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Average Talk Time: The Little Metric with Big Insights

inContact

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.

For Better Branding, Keep it Consistent on Social Media

Joe Rawlinson

Branding Guidelines. This set of guidelines incorporates your logo (and any alternate versions), your company’s chosen fonts, acceptable color schemes and any guidance around specific verbiage that is important to use (or not use) when speaking about the brand. This can then serve as the uniform set of guidelines for all branches and employees of your company to follow. Most companies are well aware that branding is essential for growth and success.

Scaling Your Business Without Alienating Customers

360Connext

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.

3 Ways to Make Website Forms Work for Your Brand

Smarter CX

Craft your ‘experience guidelines’ It’s fairly common for businesses and retailers to develop a set of ‘brand guidelines’ outlining everything from their company color scheme, right through to how and where their logos should appear.

Top Leadership Competencies

Brad Cleveland

Here’s a great article from Harvard Business Review: “The Most Important Leadership Competencies, According to Leaders Around the World.” Sunnie Giles surveyed 195 global leaders asking them to identify the top 15 leadership competencies.

No Joke! The Role of Humor in Customer Experience

Michelli Experience

Here are a few guidelines to consider: Use self-accepting humor (not self-effacing humor or “jokes” directed AT others). Isn’t it remarkable how things we learn at one point in our life come back to us as welcome gifts later?

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

ReviewTrackers

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.

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.

5 Quick Ways to Support the Busy Customer

Kayako

Set guidelines. Set clear guidelines for when you’ll next be in touch, and stick to them. There is a little irony that those of us in the customer service space have been observing since customer support first went online: Customers have become more impatient.

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.

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Astea Whitepaper: 6 Steps to Field Service Profitability

Astea

The Astea whitepaper “6 Steps to Field Service Profitability” provides an actionable 6-point guideline that examines the profitability challenge from three key angles: people, process and technology.

Astea Whitepaper: 6 Steps to Field Service Profitability

Astea

The Astea whitepaper “6 Steps to Field Service Profitability” provides an actionable 6-point guideline that examines the profitability challenge from three key angles: people, process and technology.

How Documented Procedures Can Make Your Customer Support More Effective

Kayako

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?

4 Essential Resources to Read Before You Craft Your Contact Center RFP

BlueOcean

Definitely check out this article for more guidelines on the contact center RFP timeline. You’re no stranger to RFPs. Love them or hate them, the undeniable truth is that they’re crucial to making informed business decisions about future vendors and partners.

United Airlines Needs a Lesson in Apologizing - Transforming the Customer Experience

Kristina Evey

As for our United Airline staff, we will be immediately retraining all personnel involved with passengers and pets during any of our flights on the appropriate and proper guidelines and methods to ensure the safety of all passengers and pets. What happened on this flight was not in accordance with our guidelines and the dog should never have been put in the overhead compartment.

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

NewVoiceMedia

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.

Every industry has an UBER coming

The DiJulius Group

Uber Fast Response What is your company’s guideline when it comes to responding to customer e-mail inquiries? Most companies I have worked with or visited typically require a 24 turn around time. That has been the standard for quite some time – but does it still hold true? On a recent trip to visit a […]. Customer Experience Customer Service Uber Zero Risk

How to Manage Like a Great Movie Director

Steve DiGioia

You must come in when expected, you follow this set of guidelines and you do what’s needed and required. and not like a kindergarten teacher This original article was written by Steve DiGioia. Read this script and memorize each line.

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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?

NRF 2016 “Big Show” on a Tiny Budget?

ForeSee

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

Astea Webinar: 6 Steps to Make Your Field Service More Profitable

Astea

Join Astea’s Chief Operating Officer, David Giannetto, as he gives you a 6-point guideline to making your field service organization more profitable.

Average Talk Time: The Little Metric with Big Insights

inContact

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. Average talk time (ATT) is often a neglected little contact center metric. Overshadowed by its bigger, louder counterpart, Average handle time (AHT), it often stays in the background, waiting for someone to notice it and realize its potential.