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.

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.

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

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: 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.

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™.

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.

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

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!

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.

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.

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.

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.

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.

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.

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.

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.

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?

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.

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.

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.

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.

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?

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.

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.

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.

“Sorry Seems To Be The Hardest Word” – How To Apologize

Beyond Philosophy

Company Apology Guidelines. A Company needs to have clear guidelines for handling a mishap and how to deliver an apology message. Of course, we all make mistakes. Some of us make mistakes multiple times a day.

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?

Best Practices for Proactive Live Chat


Follow these guidelines to get an effective line for each scenario: Address the customer’s behavior : Whether the customer is lurking a certain page, or sporadically scanning a number of pages, use this information to your advantage.

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.

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.

The 7 Deadly Sins of Customer Experience

CX Journey

You''ll need to have clearly-defined rules and guidelines for how the customer experience management strategy will be executed. Is your company committing the 7 Deadly Sins of customer experience?

CX Journey™ Musings: Are We Dumbing Down the Customer Experience?

CX Journey

Seth Godin These are just attributes to follow, to use as design guidelines, not exact experiences to mimic. Image courtesy of Margaret the Novice Does "imitate the competition" describe your approach to customer experience design?

The Best Way to Prepare Your Teams to Improve the Customer Service and Experience - Transforming the Customer Experience

Kristina Evey

Following these guidelines will dramatically improve the way that your team participates and works with you in your efforts to develop and improve your service and your culture. Business leaders are really starting to jump on board the Customer Experience Bandwagon. And for good reason.

5 Tips for Managing Customer Expectations


Toister’s four sources of customer expectations are a great guideline when you’re reviewing your current support plan. Customer satisfaction is dependent upon knowing your customers’ needs and expectations.

Measuring Your Success With CSM KPIs


In this post, we’ll provide some general guidelines on building your own KPIs for your team. With those guidelines in mind, here are some KPIs I’ve found useful in my previous roles: Gross and Net Customer Retention: These are two different ways of looking at your customer churn.