TSRs

CIOs: IT Customer Service Quality Requires Partnership

Once again, from my work with information technology (IT) teams, I am compelled to write about leaders risking quality service with the risky thought of delivering support via email only. Some claim it increases quality by avoiding tone of voice and increasing audit capability. Yikes! U-turn from this thinking. There are at least 3 damaging effects.

Super Customer Experience: What Do We Want Them to Feel?

When agents, reps, & CSRs ask how to stay positive when customers take advantage, it’s time for leaders to establish a culture of super customer experience. Here’s the question we all need to ask to do just that!

The Heart & Core of Super Customer Experience

When a company operates from its heart to the the hearts of its customers, it’s likely to deliver in an outstanding way. Then why isn’t there more super customer experience and service? How can we ensure that customer care radiates in every moment? Explore these 5 ways during this National Customer Service Week.

A Winning Response to Customers’ Complaints About Teammates

Customer facing employees, service reps, and technical support reps often feel torn when customers’ criticize and complain about their service teammates. There is no need to be stuck in the middle. Here are 3 key reminders to generate a winning response and re-secure loyal customer connections.

Customer Experience: Using Jargon Requires Huge Leap of Faith

Leaders and experienced reps all know that speaking jargon can kill a customer experience. Moreover, listening w/ jargon can kill the relationship! Two short stories from The People-Skills Coach™ illustrate the true impact and how to avoid the blunders of jargon Jabberwocky.

Team Members: Our Future is Behind Every Customer

CSRs and TSRs get tunnel vision in stress or the daily grind. Yet our future is behind every customer. Our vision must see it. Here is a 9 point call to greatness for leaders to inspire the best customer service. Posters and cards of this will be available in a few weeks.

Customer Experience: Every Move We Make, Every Vow We Break

Super customer experience comes not from procedures but from awareness of customer perspective & delivery to it. 3 key insights to be in harmony with customers!

Super Customer Experience: Are Your Teams Tooled & Ready?

In this age of instant information, customers define a super customer experience partly as quick access to info. Are your front line teams ready? Are your agents and technical support analysts all tooled with information? Here’s a checklist.

Simply Great Choices Create Super Customer Experience

When you get frustrated with customer behavior, are you tempted to respond badly? Call centers, contact centers, customer care teams, technical support departments — here is the antidote to your frustration! Here are 7 common situations and simply great choices.