I Don’t Care if it’s Against Company Policy

Steve DiGioia

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

Without desire, policies are useless

Customer Enthusiast

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

Can a change in policy change the customer experience?

Storyminers

’ 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?

Customer Centric Sales & Service Policies

ClearAction

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

Can a change in policy change the customer experience?

Storyminers

’ 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?

Good Agent, Bad Policy

Pretium Solutions

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.

Good Agent, Bad Policy

Pretium Solutions

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.

10 stories how “policy” destroys brand loyalty

The DiJulius Group

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

Airways Fattist Policy is NOT about Safety

Beyond Philosophy

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?

For Great Customer Service, Treat Policies Like Plaque

Customers That Stick

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

Good Agent, Bad Policy

Pretium Solutions

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.

A Tale of Two Returns or Why “That’s Our Policy” Should Be Banned from Customer Service Lingo

Who's Your Gladys?

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

How Your PTO Policy Creates a Culture of Excellence

Win the Customer

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

Simple Ways Employees and Employers Benefit From BYOD Policy

Win the Customer

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

4 Things Every Employee Needs to Consider with Vacation Time

Myra Golden

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.

Coffee, Tea or Laptop?

ShepHyken

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?

Guest Blog: Reasons Why Eco-entrepreneurs Succeed in Winning Customer Loyalty

ShepHyken

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.

Oracle Service Cloud Announces New Releases

Natalie Petouhof

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.

Does Sports Direct treat customers as badly as staff?

Helen Dewdney

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?

Six Ways to Achieve Regulatory Compliance

Verint

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.

Paid Maternity Leave Carves Path for Women in the Workplace

Think Customers

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.

Don’t break your brand promise

Customer Enthusiast

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.

A line in the sand

Customer Enthusiast

adversarialism assumptions customer customer experience empathizing listening policiesIn 168 BC the Greek ruler, Antiochus led an attack on Egypt.

A line in the sand

Customer Enthusiast

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» Blog Archive » Spirit Airlines' customer.

Service Untitled

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.

Is the Customer Really Always Right?

BlueOcean

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.

To Tattoo or Not to Tattoo? – Starbucks, Ink, & Customer Experience

Michelli Experience

” 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.

Facebook and Privacy: Oops I Did It Again

MaritzCX

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).

Believe Your Customers

Customer Bliss

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.

Here’s How to Keep Customers Coming Back for More

Steve DiGioia

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.

6 Ways to Move from Measuring Scores to Measuring Outcomes

MaritzCX

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.

The Starbucks Experience | Challenges and Opportunities in Philadelphia

Michelli Experience

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?

The Top 5 Women Customer Experience Influencers [Infographic]

CloudCherry

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.

Every customer experience project is a culture project

Heart of the Customer

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.

Facebook and Privacy: Oops I Did It Again

MaritzCX

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 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.

Refunds, Discounts, and Special Requests: Practical Scenarios Where Saying No Is Your Best Bet

Comm100

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?

How To Create WOW Experiences For The Customers At All Times: CX Lessons By Mr. Premanshu Singh, CEO, Coverfox

Customer Guru

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 Freedom Considered for Virgins: Empower Through Trust

Michelli Experience

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

How to Prevent Difficult Customers in Retail: Online Stores

Comm100

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.

Retail 173