Customer Service

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.

The Emotional Intelligence That Feeds Super Customer Experience

The essence of emotional intelligence (EI) becomes this fail safe guide to the ultimate customer experience & service. How well does your entire organization use EI to secure the brand reputation of WOW.

Do You WOW Customers With Every Exception?

From the customer’s perspective, exceptional customer experience comes from exceptions to you standard procedures. Here are 3 questions to determine how agile your teams are.

Leadership: Does Data & Objectivity Create Detachment?

Millennials Success: Image is Gold puzzle pieces fitting together.

Leaders, data and objectivity are valuable until they block connection with employees & customers. When does this occur? Here are 8 sources of this engagement obstacle from The People-Skills Coach™.

Customer Service Leaders: Are Your Limits Actually Roadblocks?

Every service function has certain structure & limits. Yet when customers experience useless hoops to jump through they jump ship. Here’s how to keep ’em.

One Customer Experience Story That Speaks Volumes

Generic routine service and rigid adherence to process kills customer experience. Here’s a patient experience story that offers 6 easy lessons for all service teams.

Onsite IT Customer Service Proximity Can Divide Unity

CIOs, IT directors, and technical support managers of many companies face one universal challenge — cross teamwork between the front line service desk and onsite support. Here are 4 critical steps to meeting this challenge with great success!

Leaders: Do You Treat Your Customer Service Reps Like Adults?

Whether you are leading an IT Global Service Desk, a BPO contact center, or a non-technical customer service team, to deliver great customer experience, treat reps like adults not children. Start with engaging them in self-assessment and see the ownership and performance soar!

CIOs, Resolve IT Customer Service Threat – Blocked Teamwork

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.

Customer Service: When You Hear Spaghetti, Don’t Serve Veal

Guest blogger, Pattie Roberts, recounts a personal story that so many can experience in their personal life and in frustrating customer service situations. Here’s one important listening lesson. Can you answer her question?

Leaders, Does Customer Service Fix Failure or Build Success?

The future of customer service and super customer experience lies in seamless collaboration within a company. C-suite executives are starting to see this. Customer service managers — are you ready?

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.

People-Skills: The E of Email Does Not Mean Emotion

Email is alive and well. Are the people who received your last email? Or did you write an emotion mail instead of an email? We can use these 4 tips to convert from emotional to effective! Add your best tips to the list.

We Are Selfish Websites & the Customer Experience

Every website has a people-skills message and personality. What’s yours? Does it selfishly try to squeeze & capture customers or does it deliver value to engage and build loyalty?

Extreme Humorous Lessons on a Bizarre Customer Experience

10 lessons learned from customer sevice and care gone wrong with a toxic perfectionist eye doctor. Wait until you read this. I couldn’t make this stuff up. Add your healthcare customer experience insights!

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