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A Customer Service Rock Star!
Today we are pleased to feature another post by guest blogger Sarah Simon. Sarah shares a recent experience with Home Depot to showcase how a potential customer service disaster can be transformed...
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Has Your NPS Fallen & Can’t Get Up? Try Sharpening Your Axe
We can debate the merits of Net Promoter System (NPS) and whether it is the most effective and accurate measure of customer loyalty, but for many in-house and outsourced call centers, NPS has been...
View ArticleGood Agent, Bad Policy
Today we are pleased to feature a post by guest blogger Sarah Simon. Sarah shares a recent personal experience to demonstrate how important it is for companies to take a good hard look at their...
View Article7 Essentials for Your Customer Service Initiative
Recently, one of our long-time professional friends asked us for guidance and suggestions about a customer service initiative which had been rolled out the previous year throughout his organization....
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Call Center Leaders Must Step Up to Boost Call Center Performance
One of the many incidents that inspired me to start my own company took place when I directed training inside a large telecom company. One day, the regional call center director of our company, I’ll...
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Is Your Customer Service Experience a Long Line to Customer Loyalty?
I happened upon this marvelous animation and wanted to share its fantastic portrayal of the frustrating customer service experience. We’ve all had little red bear’s customer service experience. Is it...
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Even Your Dog Deserves Excellent Customer Service
I sent my husband off to work today with our two St. Bernards, Otis and Rosie. Both stood on the back seat of his little car, one gigantic head sticking out of each back window, on their way to a very...
View ArticleHow to Create Customer Delight
One of the more well-known customer service goals is delighting your customers, a self-explanatory outcome for sure, but exactly how do you go about achieving this goal? More specifically, how do you...
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Behavior: The First Mile of the Exceptional Customer Experience
I recently attended the CXPA Members Insight Exchange in San Diego. It was an excellent conference with well over 100 customer experience professionals in attendance. The presentations about creating...
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How Many Angry Customers Are You Creating at $15 Each?
John Burton, a Director of Product Management on the CRM Team at SAP, posted an article yesterday entitled “Uh, Oh! Call Center Reps Gone Wild!” In it, John writes rather colorfully about the apparent...
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Why Call Center Training, By Itself, Doesn’t Work
I know this may sound strange coming from a principal of a company that provides call center training around the globe. However, my colleagues and I truly believe 100% in the following statement: Call...
View ArticleMotivating Your Customer Service Team
Effective customer service leadership requires setting high standards and expectations for your customer service team and then doing what it takes to help them get there. In this video blog, Jack...
View Article6 Ways to Improve Your Call Center Performance (Part I)
To improve call center performance can be a tricky proposition for call center leaders and managers. There is so much to think about – systems, processes, technology, customer service agents,...
View ArticleDo Customer Loyalty Programs Create Genuine Customer Loyalty?
Customer loyalty programs, such as loyalty cards and point systems, can be useful tools for marketing and for rewarding customers. However, real customer loyalty is created during one-on-one customer...
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Deliver Your Brand Vision in Your People & Excellent Customer Service Will...
If you and your company can truly define your brand vision, what you and your products and services stand for, and effectively communicate that brand vision to your front-line employees with engraining...
View ArticleHelp Your Customer Service Agents Boost Net Promoter Score
In my blog post last week, “Is Your Call Quality Sheet Capping Your Net Promoter Score?”, I wrote about how the typical call center call quality sheet encourages mediocre call quality and a lackluster...
View ArticleThe Power of Silence in Sales & Customer Service
One of the most underrated but effective tools in sales and customer service communications is silence. Customers and prospects often buy and act on emotion and justify with logic, but they also make...
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Status Update: Who’s Sharing Excellent Customer Service in Social Media?
I stumbled on a statistic this morning that absolutely blew my mind. Maybe I hadn’t had enough coffee yet, but I literally went bug-eyed. “People on Facebook share approximately 1 million links every...
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Is Your Call Quality Sheet Capping Your Net Promoter Score?
When is the last time you seriously considered how the call quality sheet used in your call center impacts the customer experience and your Net Promoter Score? Or have you ever considered this at all?...
View ArticleSincerity – What Role Does it Play in an Excellent Customer Experience?
What role does sincerity play in customer service and in creating the optimal excellent customer experience? Aside from being sincere, it is critical that customer service providers demonstrate their...
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