Posted in Customer Service, Hot Topics and New Bits, IT
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.
Posted in Customer Service, Hot Topics and New Bits, IT
A 2012 American Express customer service barometer shows how important civility is to modern day customer experience. If you doubt it like some, you may be betting against the success of your business. 3 key points to consider …
Posted in Customer Service, Hot Topics and New Bits, IT
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!
Posted in Customer Service, Hot Topics and New Bits, IT
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!
Posted in Customer Service, Hot Topics and New Bits
Reps, agents, & managers bad behavior choices w/ customers are often rooted in psychological issues. The damage to the customer relationship is dramatic and thus worthy of your time and attention. Here are 4 commons ones & how to overcome for super customer experience.
Posted in Customer Service, Hot Topics and New Bits
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!
Posted in Customer Service, Hot Topics and New Bits, IT
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.
Posted in Customer Service, Hot Topics and New Bits
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.
Posted in Customer Service, Hot Topics and New Bits, IT
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.
Posted in Customer Service, Hot Topics and New Bits
Ever asked your customer service reps what do the customers think is a great experience? They hear their honest opinions and can tell you “What’s Our Super Glue of Customer Experience?” Here are 7 results …
Posted in Customer Service, Hot Topics and New Bits, Listening Power, People Skills, Soft Skills
Customer service and customer experience leaders, the best CSRs see tough moments as difficult *situations not difficult *customers. Here’s why they shine & how to train others.
Posted in Customer Service, Hot Topics and New Bits, inspiration
Think back to every customer service type job you ever had — even part time summer jobs or holiday stints. Here’s what customers contribute to your (individual) future! Read more …