CIOs, the threat to IT customer service is not technical mindset – it’s blocked teamwork. Customers want productivity: prevent problems or unite to solve. Consider these 3 blocks and how to remove them.
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Customer service and tech support leaders often ask me how to respond to team members who ask: “Why must we treat customers better than they treat us?” You might think this is a cry for fair and equal treatment. Some of it is. The rest is envy. Build fulfillment with these approaches to squelch this debilitating feeling.
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.
Do your teams think of their burdens or the customers? The answer says alot about your customer experience culture! Build a super customer experience culture by eliminating these 21 customer burdens of uncertainty.
Do you think that emotional intelligence is hard to learn? Leaders, the ability to understand how people want to be treated is something you can develop — if you know where to start. Here’s the simple way …
Does empowerment precede knowledge or knowledge precede empowerment? That’s what the CEO asked me? This confusion is most prevalent with new front line leaders. Many companies promote team members into front line leadership positions without training or coaching. They leave them to learn it the hard way — and call it empowerment. The confusion, the results, and the alternatives.
Simple sincerity makes for the perfect apology. Yet it can go astray very quickly. What is the ONE word that destroys the perfect apology and what word saves it? Read more …
Does fear of emotion stop you from giving empathy especially to angry or irate customers that call? Lose your fear to build bonds in customer service, customer care, and tech. support. Here’s how.
Metrics don’t create great service. They measure great service that we create through the conversation. In fact, the conversation is the customer’s metric. And that conversation can be voice-to-voice or online.
How to get your special job with only 75% of the skills? My actionable advice is …