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

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

Do Customer Experience Policies Empower Growth?

ClearAction

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.

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?

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.

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

4 Ways Your Policies Can Ruin Your Customers’ Experiences

Win the Customer

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.

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.

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

4 Ways to Stop Being a Business of No

Steve DiGioia

Customer Service 4 Ways to Stop Being a Business of No business of no company policyyou gotta be kidding with all these rules. This original article was written by Steve DiGioia. You took out a big loan to open your business; maybe even got a second mortgage on your home.

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

How Can You Leverage GDPR to Improve Customer Experience?

Customer Bliss

As modern day consumers of digital media, you’ve probably already encountered numerous privacy policy updates through various alerts and newsletters. Customers as Assets customer experience GDPR general data protection regulation policy updates

The Starbucks Experience Infographic | Challenges and Opportunities in Philadelphia

Michelli Experience

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.

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

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

CX Storytime Tale of The Time that Retail Forgot

The Upsell

Podcast change room clothing Customer experience cx jean skirt podcast retail retail store store policy yelling? When is 10 minutes not 10 minutes? The concept of time can mean different things to different people.

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.

Transport for London unmoved on issue of equality

Helen Dewdney

There is certainly some confusion regarding policies and what if any of this is part of any training staff have to ensure everyone has the same message and treats people equally. 3) The policies referred to in the letter were not mentioned at all.

5 Statements Your Invoices Make To Customers

Transforming Customer Connections

With full creative control over the variable text in a document composition solution, you can display ads targeted to certain individuals based on their specific policies (all within the bounds of regulatory compliance, naturally) and whatever other data you’ve gathered for them.

5 Statements Your Invoices Make To Customers

Transforming Customer Connections

With full creative control over the variable text in a document composition solution, you can display ads targeted to certain individuals based on their specific policies (all within the bounds of regulatory compliance, naturally) and whatever other data you’ve gathered for them.

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.

ROI 85

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?

5 Top Customer Service Articles For the Week of May 7, 2018

ShepHyken

How to set a return policy that works for the customer and you by Sam Kliger. Retail Customer Experience) A store’s return policy is an important part of your overall approach to customer service, but it’s not as simple as making your guidelines strict or lenient.

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.

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.

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.

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.

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.

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).

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).

A #MakeMomProud Action Toolkit: 3 Steps to Earn Trust with “No Surprises” Language

Customer Bliss

Whether it’s a privacy policy for your website, a user agreement, or other documentation, chances are that your company has legal language that your audience is supposed to read. For many customers, these policies are mostly a nuisance to be skimmed or ignored entirely.

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.

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.

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.

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.

How Should You Set Your Price For Best Results?

Beyond Philosophy

What does this mean for your pricing policy? How should I set the price for my product or service? Colin Shaw and Professor Ryan Hamilton discuss how customers separate money into different mental accounts based on many subjective criteria.