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.

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.

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.

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.

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

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

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.

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.

5 Simple Steps to Follow for Conducting a Successful Heuristic Test

Truthlab

This method provides designers, developers and engineers with quick and effective guidelines to […]. Reading Time: 3 minutes Heuristic evaluation is highly effective, relatively inexpensive and time efficient.

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!

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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 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.

Sales Playbooks Redefined

Komiko

Here is Hubspot sales playbook definition “…a document outlining your sales process; buyer personas; call scripts and agendas; sample emails; discovery, qualification, demo, and negotiation questions; proposal guidelines; and/or competitive intelligence guidelines.”

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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™.

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.

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.

6 Social Media Marketing Ideas for Healthcare

ReviewTrackers

Establish a solid set of guidelines when communicating on social media, and consult with your PR and legal teams as you develop your protocol. Of course, always make sure that you are in compliance with HIPAA guidelines, and never forget to get permission for any information you want to share.

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.

5 Steps to CX Management in the Public Transportation Industry with Anand Sampat

Customer Bliss

Establish employee guidelines. It was important for Anand and his team to establish service guidelines for how staff should be behaving, as this hadn’t previously existed.

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.

CRM vs CEM: Where should you put the money?

CloudCherry

Customer Relationship Management or CRM refers to the different practices, strategies, and guidelines used to manage a company’s customer interactions. How do successful brands stand out from the rest of the crowd? It’s the constant and unending focus on the customer experience. The customer plays such a crucial role that organizations rely on customer data and analysis to best understand customer behavior and what gets them all the way to the end of the sales funnel.

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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.

How Millennials Are Impacting the Future of Business Travel

QuestionPro Audience

While companies used to have very rigid guidelines for employee travel, millennials are pushing back and asking for a budget. I know what you’re thinking: “another day, another millennial-focused article”.

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Your service quality isn’t defined by your industry

Customer Enthusiast

While there are regulatory guidelines governing these industries that may restrict their autonomy, there are ways to mitigate these restrictions. I was recently asked which industry sectors have the most issues with poor customer service and what could be causing this?

Why coaching beats training in support teams

Kayako

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?

Web Accessibility Isn’t Just a “Nice to Have” - Frank Reactions

Tema Frank

In Europe all websites run by public sector organizations must meet accessibility guidelines. Unfortunately, you cannot assume that your web developers are even aware of web accessibility guidelines, let alone take them into account in their design work.

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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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.

The Dark Side of Customer Experience

CloudCherry

This lack of knowledge can be attributed to poor communication, unclear guidelines, inefficient training, and many other factors. In this digital age, data resides at the core of everything.

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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.

“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.

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.

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?

Empowering Your Customer Service Team With More Mobility

Win the Customer

Create customer service guidelines. But each channel may need its own guidelines. Empower your team to rely on your company’s service guidelines — and even their own gut — to make a decision.