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 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.
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.
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™.
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.
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.
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!
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, 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.
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?
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?
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.
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.
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?
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!