These factors likely will include: Challenges in setting basic service policies that apply across a sprawling retail brand. Policies. How are customer service policies, employee selection, and service training helping you avert a similar outcome? MORE
Apparently, Uzbekistan Airways’s new fattist policy will direct their passengers to a weigh in station at the departure gate. and flying a lot for business, I am likely to be a little more sensitive about this policy. A weigh in policy is the height of insensitivity. This policy is just another form of discrimination. If airlines need to introduce more obnoxious policies to make money why not add fees for bad flight behavior? MORE
87 percent of companies currently allow employees to bring their own devices to work. Have we finally overcome the fear of BYOD by seeing its real benefits? Technology MORE
Set Return Policies. According to a comScore study with UPS , 67% of the 5,000 consumers surveyed checked a company’s return policy before making a purchase online, and 58% want a “no questions asked” experience. “Thank your customer for complaining and mean it. MORE
We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Blog MORE
Tweet Oracle Service Cloud announces new releases for enhanced functionality in Web Customer Service, Contact Center including the Agent Browser User Interface, Knowledge Advanced, Policy Automation, and the Oracle Service Cloud Platform. MORE
It should be obvious that how you treat your customers is a vital factor in business success, yet many companies become so focused on implementing their policies and procedures that customer satisfaction can get overlooked. No matter how air-tight and comprehensive you think your policies are, emphasize a personal approach to sales, customer service, and anyone else who interacts with the public. MORE
Having a sound refund policy helps keep employees and customers on the same page, and can provide your company protection against theft and loss. But sometimes, customers make requests that go against company policy. Consider: What is your company’s refund policy? MORE
Sarah shares a recent personal experience to demonstrate how important it is for companies to take a good hard look at their policies and procedures through the lens of the customer experience. Here is a policy that is not only customer un-friendly but also creates an inconvenience and cost to the retailer. A smart, customer-focused agent was painfully hamstrung by corporate policies. but company policy and procedures stood in his way. MORE
Consider collaboration compliance solutions that can combine proactive policy enforcement into your compliance efforts through presence control, session control, legal disclaimers, file transfer blocking and IM content filtering. As the world grows more complex, compliance regulations have made recording more important than ever. MORE
Sarah shares a recent personal experience to demonstrate how important it is for companies to take a good hard look at their policies and procedures through the lens of the customer experience. A smart, customer-focused agent was painfully hamstrung by corporate policies. MORE
Two things that are extremely important to me are coffee and walking my dogs. Coffee keeps me functioning and my dogs keep me walking, aka getting the exercise I need to stay healthy. Unfortunately, over the last few months, both my coffee maker and my walking shoes have given me major trouble. Customer Service Dissatisfied customer Lori Jo Vest Who''s Your Gladys? customer service article customer service training defective product returns MORE
Customer Advocacy Customer Experience Customer Value Infographic company policy employee training Starbucks starbucks experience starbucks philadelphia__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. MORE
Customer Centric Sales & Service Policies Lynn Hunsaker. Do our sales and service policies show it? A new study by Consumer Reports lists the naughty or nice policies of 20 leading consumer companies. (By MORE
Last week Facebook once again announced that it is making changes to its privacy policy (specifically, it is making changes about how users can vote on policy changes). These announcements always seem to raise concerns among Facebook’s billions of users – perhaps because people aren’t sure of what the privacy policy is in the first. MORE
100 
When your culture focuses more on its own viewpoint than your customers’, you end up with convoluted processes, terrible return policies, and overly-complicated products. Culture is the biggest determinant of effective customer experience. MORE
adversarialism assumptions customer customer experience empathizing listening policiesIn 168 BC the Greek ruler, Antiochus led an attack on Egypt. MORE
In fact, with lengthy and complex policies in play – the customer is often “wrong” about the details of their coverage. If you’ve read every word of every policy you’ve ever bought, you deserve a medal. MORE
’ One way to look at it: a forced-upon-its-customers policy that requires users to contractually agree to be non-discriminatory in their selection and treatment of guests staying at their properties. Will it work and what will the outcomes of this change in policy be? MORE
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. MORE
’ One way to look at it: a forced-upon-its-customers policy that requires users to contractually agree to be non-discriminatory in their selection and treatment of guests staying at their properties. Will it work and what will the outcomes of this change in policy be? MORE
They’ve been at the forefront of creating processes and policies that have helped numerous companies drive loyalty, retention as well as profitability. Over the years, women have played an immense role in shaping Customer Experience. MORE
Your response… “ It’s against company policy ” for me to do that… Continue reading… The post I Don’t Care if it’s Against Company Policy appeared first on Steve DiGioia and was written by Steve DiGioia. Customer Interaction against compay policy company policy MORE
Okay, the title may be somewhat misleading, but Richard Branson has announced a policy for a small number of employees at the Virgin Group. Essentially he is copying something that is occurring quite frequently among tech companies in the Silicon Valley and just so happens to be practiced in my company as well. Okay, get MORE
Their low prices lead the industry, but their policies toward the public most likely defies any basic rules of customer service no less customer satisfaction. Service Untitled The blog about customer service and the customer service experience. MORE
Oftentimes, employees do not take time off because an employer’s PTO policies need improvement. This is something that can end up costing the business in the long run. Paid time off (PTO) is an important way for businesses to invest in employee satisfaction and decrease unexpected absences. However, despite most full-time U.S. workers earning paid […]. Call Center Customer Service Management MORE
From opening a bank account, taking out an insurance policy, to going on holiday and even buying groceries in the supermarket. In today’s world, receiving customer experience feedback surveys seems part of almost every transaction. MORE
In a typical vacation policy, employees accrue vacation time throughout the year. Depending on your company’s vacation policy, you may be able to turn accrued vacation time into dollars. Human Resources vacation policiesToday I delivered a customer service workshop in Chicago. MORE
And while it has nothing to do with policies, protocol, or signage, it has everything to do with desire. behavior commitment customer customer experience customs service desire performance policies signage MORE
Notably, there is increased awareness on the implementation of environmentally friendly policies from more people across the world that are seen as detrimental by consumers before making purchases from not only eco-friendly but also ethical minded businesses. MORE
Employee Engagement healthy employee policies healthy families act paid maternity leave policies the US and maternity leave In his annual State of the Union Address last week, President Obama outlined his proposal for Congress to allow six weeks of paid maternity and paternity leave for all workers. On Jan. 15, Obama already signed a presidential memorandum guaranteeing federal workers six weeks of paid leave if they have a new child. MORE
And, while this conflict took place more than 2,000 years ago, similar showdowns between service providers and customers occur daily in a variety of forms such as: refusal to make exceptions, admonishment of customers for not knowing “the rules” (company policies, procedures, terms and conditions, etc.), adversarialism assumptions customer customer experience empathizing listening policiesIn 168 BC the Greek ruler, Antiochus led an attack on Egypt. MORE
Policy can kill your brand – Policy is a bad word. Customers hate hearing the words, “Our policy is…” and even worse, employees love to use it as a crutch. One of the biggest contributors to the Customer service crisis is management’s paranoia that Customers are out to take advantage of them. This leads to […]. Customer Service MORE
” That’s the current policy at Starbucks (and for that matter many other businesses). Now the company is reconsidering its policy and “Cover your tattoos!” Partners (the Starbucks term for employees – more on that in my recent book Leading the Starbucks Way) are hired without prejudice for tattoos; they just can’t be visible to customers. MORE
What about a simple return policy ; a policy where the customer is not forced to espouse the failed merits of the product in order to justify returning the item? it's really not that difficult This original article was written by Steve DiGioia. MORE
Sarah shares a recent personal experience to demonstrate how important it is for companies to take a good hard look at their policies and procedures through the lens of the customer experience. A smart, customer-focused agent was painfully hamstrung by corporate policies. MORE
This ban on electronics is a United States of America policy. So, when faced with a government-imposed regulation, or even a tough company policy , what can you do, like Qatar Airlines has done, to comply, but still make it easier on your customers? MORE
They introduced the ‘no question asked’ policy on shoes. There was a customer who bought diapers in bulk for 3-4 months because we were giving some amazing discounts and we had a no-return policy on diapers. We then send a copy of the policy to the nominee in a PDF format. MORE
As tempting as it is to debate customers to uphold a policy to the letter of the law, suspend the cynicism and work to believe your customers. And because of all the ‘ifs, ands, and buts’ in our policies, we’ve conditioned customers to come in with their dukes up when they have a problem. MORE
Its returns policy on their website is very poor and misleading. Returns policies should be transparent. I do not believe that Sports Direct policy is do you? So this kind of policy is counterproductive. What do you think of Sport’s Direct reputation? MORE
Do Customer Experience Policies Empower Growth? Do your policies set free your customers and your employees? Policies are designed to protect, but sometimes they disintegrate — rather than protect — customer relationships. Customer policies and employee policies go hand-in-hand. MORE
While I was attempting to “put more play in my stay” and #BringTheFun with my family, the security officer, citing hotel policy, asked me to pack up our pizzas and eat them elsewhere.). That said, I don’t blame the security guard for enforcing hotel policy. MORE
Policies Related Topics Steve DiGioia
OCTOBER 29, 2015
Your response… “ It’s against company policy ” for me to do that… Continue reading… The post I Don’t Care if it’s Against Company Policy appeared first on Steve DiGioia and was written by Steve DiGioia. Customer Interaction against compay policy company policy
Customer Enthusiast
DECEMBER 8, 2017
And while it has nothing to do with policies, protocol, or signage, it has everything to do with desire. behavior commitment customer customer experience customs service desire performance policies signage
Storyminers
NOVEMBER 2, 2016
’ One way to look at it: a forced-upon-its-customers policy that requires users to contractually agree to be non-discriminatory in their selection and treatment of guests staying at their properties. Will it work and what will the outcomes of this change in policy be?
ClearAction
DECEMBER 13, 2017
Customer Centric Sales & Service Policies Lynn Hunsaker. Do our sales and service policies show it? A new study by Consumer Reports lists the naughty or nice policies of 20 leading consumer companies. (By
Storyminers
NOVEMBER 2, 2016
’ One way to look at it: a forced-upon-its-customers policy that requires users to contractually agree to be non-discriminatory in their selection and treatment of guests staying at their properties. Will it work and what will the outcomes of this change in policy be?
Pretium Solutions
AUGUST 28, 2013
Sarah shares a recent personal experience to demonstrate how important it is for companies to take a good hard look at their policies and procedures through the lens of the customer experience. A smart, customer-focused agent was painfully hamstrung by corporate policies.
Pretium Solutions
AUGUST 28, 2013
Sarah shares a recent personal experience to demonstrate how important it is for companies to take a good hard look at their policies and procedures through the lens of the customer experience. A smart, customer-focused agent was painfully hamstrung by corporate policies.
The DiJulius Group
OCTOBER 21, 2014
Policy can kill your brand – Policy is a bad word. Customers hate hearing the words, “Our policy is…” and even worse, employees love to use it as a crutch. One of the biggest contributors to the Customer service crisis is management’s paranoia that Customers are out to take advantage of them. This leads to […]. Customer Service
Beyond Philosophy
AUGUST 27, 2015
Apparently, Uzbekistan Airways’s new fattist policy will direct their passengers to a weigh in station at the departure gate. and flying a lot for business, I am likely to be a little more sensitive about this policy. A weigh in policy is the height of insensitivity. This policy is just another form of discrimination. If airlines need to introduce more obnoxious policies to make money why not add fees for bad flight behavior?
Customers That Stick
OCTOBER 7, 2015
We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Blog
Pretium Solutions
AUGUST 28, 2013
Sarah shares a recent personal experience to demonstrate how important it is for companies to take a good hard look at their policies and procedures through the lens of the customer experience. Here is a policy that is not only customer un-friendly but also creates an inconvenience and cost to the retailer. A smart, customer-focused agent was painfully hamstrung by corporate policies. but company policy and procedures stood in his way.
Who's Your Gladys?
DECEMBER 2, 2014
Two things that are extremely important to me are coffee and walking my dogs. Coffee keeps me functioning and my dogs keep me walking, aka getting the exercise I need to stay healthy. Unfortunately, over the last few months, both my coffee maker and my walking shoes have given me major trouble. Customer Service Dissatisfied customer Lori Jo Vest Who''s Your Gladys? customer service article customer service training defective product returns
Win the Customer
JULY 2, 2015
Oftentimes, employees do not take time off because an employer’s PTO policies need improvement. This is something that can end up costing the business in the long run. Paid time off (PTO) is an important way for businesses to invest in employee satisfaction and decrease unexpected absences. However, despite most full-time U.S. workers earning paid […]. Call Center Customer Service Management
Win the Customer
FEBRUARY 3, 2014
87 percent of companies currently allow employees to bring their own devices to work. Have we finally overcome the fear of BYOD by seeing its real benefits? Technology
Myra Golden
DECEMBER 15, 2017
In a typical vacation policy, employees accrue vacation time throughout the year. Depending on your company’s vacation policy, you may be able to turn accrued vacation time into dollars. Human Resources vacation policiesToday I delivered a customer service workshop in Chicago.
ShepHyken
APRIL 19, 2017
This ban on electronics is a United States of America policy. So, when faced with a government-imposed regulation, or even a tough company policy , what can you do, like Qatar Airlines has done, to comply, but still make it easier on your customers?
ShepHyken
DECEMBER 30, 2016
Notably, there is increased awareness on the implementation of environmentally friendly policies from more people across the world that are seen as detrimental by consumers before making purchases from not only eco-friendly but also ethical minded businesses.
Natalie Petouhof
DECEMBER 6, 2016
Tweet Oracle Service Cloud announces new releases for enhanced functionality in Web Customer Service, Contact Center including the Agent Browser User Interface, Knowledge Advanced, Policy Automation, and the Oracle Service Cloud Platform.
Helen Dewdney
JANUARY 18, 2016
Its returns policy on their website is very poor and misleading. Returns policies should be transparent. I do not believe that Sports Direct policy is do you? So this kind of policy is counterproductive. What do you think of Sport’s Direct reputation?
Verint
MARCH 8, 2018
Consider collaboration compliance solutions that can combine proactive policy enforcement into your compliance efforts through presence control, session control, legal disclaimers, file transfer blocking and IM content filtering. As the world grows more complex, compliance regulations have made recording more important than ever.
Think Customers
JANUARY 26, 2015
Employee Engagement healthy employee policies healthy families act paid maternity leave policies the US and maternity leave In his annual State of the Union Address last week, President Obama outlined his proposal for Congress to allow six weeks of paid maternity and paternity leave for all workers. On Jan. 15, Obama already signed a presidential memorandum guaranteeing federal workers six weeks of paid leave if they have a new child.
Customer Enthusiast
AUGUST 3, 2015
While I was attempting to “put more play in my stay” and #BringTheFun with my family, the security officer, citing hotel policy, asked me to pack up our pizzas and eat them elsewhere.). That said, I don’t blame the security guard for enforcing hotel policy.
Customer Enthusiast
JUNE 5, 2015
adversarialism assumptions customer customer experience empathizing listening policiesIn 168 BC the Greek ruler, Antiochus led an attack on Egypt.
Customer Enthusiast
JUNE 5, 2015
And, while this conflict took place more than 2,000 years ago, similar showdowns between service providers and customers occur daily in a variety of forms such as: refusal to make exceptions, admonishment of customers for not knowing “the rules” (company policies, procedures, terms and conditions, etc.), adversarialism assumptions customer customer experience empathizing listening policiesIn 168 BC the Greek ruler, Antiochus led an attack on Egypt.
Service Untitled
APRIL 7, 2010
Their low prices lead the industry, but their policies toward the public most likely defies any basic rules of customer service no less customer satisfaction. Service Untitled The blog about customer service and the customer service experience.
BlueOcean
JANUARY 10, 2017
In fact, with lengthy and complex policies in play – the customer is often “wrong” about the details of their coverage. If you’ve read every word of every policy you’ve ever bought, you deserve a medal.
Michelli Experience
OCTOBER 17, 2014
” That’s the current policy at Starbucks (and for that matter many other businesses). Now the company is reconsidering its policy and “Cover your tattoos!” Partners (the Starbucks term for employees – more on that in my recent book Leading the Starbucks Way) are hired without prejudice for tattoos; they just can’t be visible to customers.
MaritzCX
NOVEMBER 29, 2012
Last week Facebook once again announced that it is making changes to its privacy policy (specifically, it is making changes about how users can vote on policy changes).
Customer Bliss
OCTOBER 16, 2014
As tempting as it is to debate customers to uphold a policy to the letter of the law, suspend the cynicism and work to believe your customers. And because of all the ‘ifs, ands, and buts’ in our policies, we’ve conditioned customers to come in with their dukes up when they have a problem.
Steve DiGioia
NOVEMBER 2, 2015
What about a simple return policy ; a policy where the customer is not forced to espouse the failed merits of the product in order to justify returning the item? it's really not that difficult This original article was written by Steve DiGioia.
MaritzCX
AUGUST 15, 2017
From opening a bank account, taking out an insurance policy, to going on holiday and even buying groceries in the supermarket. In today’s world, receiving customer experience feedback surveys seems part of almost every transaction.
Michelli Experience
APRIL 17, 2018
These factors likely will include: Challenges in setting basic service policies that apply across a sprawling retail brand. Policies. How are customer service policies, employee selection, and service training helping you avert a similar outcome?
CloudCherry
MARCH 8, 2018
They’ve been at the forefront of creating processes and policies that have helped numerous companies drive loyalty, retention as well as profitability. Over the years, women have played an immense role in shaping Customer Experience.
Heart of the Customer
NOVEMBER 17, 2016
When your culture focuses more on its own viewpoint than your customers’, you end up with convoluted processes, terrible return policies, and overly-complicated products. Culture is the biggest determinant of effective customer experience.
MaritzCX
NOVEMBER 29, 2012
Last week Facebook once again announced that it is making changes to its privacy policy (specifically, it is making changes about how users can vote on policy changes). These announcements always seem to raise concerns among Facebook’s billions of users – perhaps because people aren’t sure of what the privacy policy is in the first.
Customer Interactions
JULY 7, 2015
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.
Comm100
JANUARY 5, 2017
Having a sound refund policy helps keep employees and customers on the same page, and can provide your company protection against theft and loss. But sometimes, customers make requests that go against company policy. Consider: What is your company’s refund policy?
Customer Guru
FEBRUARY 26, 2018
They introduced the ‘no question asked’ policy on shoes. There was a customer who bought diapers in bulk for 3-4 months because we were giving some amazing discounts and we had a no-return policy on diapers. We then send a copy of the policy to the nominee in a PDF format.
Michelli Experience
OCTOBER 17, 2014
Okay, the title may be somewhat misleading, but Richard Branson has announced a policy for a small number of employees at the Virgin Group. Essentially he is copying something that is occurring quite frequently among tech companies in the Silicon Valley and just so happens to be practiced in my company as well. Okay, get
Comm100
MAY 31, 2016
Set Return Policies. According to a comScore study with UPS , 67% of the 5,000 consumers surveyed checked a company’s return policy before making a purchase online, and 58% want a “no questions asked” experience. “Thank your customer for complaining and mean it.
INDUSTRY INSIGHTS YOUR PEERS ARE READING
Let's personalize your content