Inside Customer Service

APRIL 11, 2024

It helps you use the Customer Service Foundations course on LinkedIn Learning with your team. It also helps experienced customer service pros refresh their skills. Identify a goal for the training Decide how to prepare your team Create a plan to help the team use their new skills Here's a how-to video: Step 2: Announce the training.

Customer Service 219

Customer Service Start-ups Customer Expectations 219

Inside Customer Service

JANUARY 11, 2024

Use visual words Visual words can often help you quickly get on the same page with a customer. A support agent named Janelle recently used this concept brilliantly to help me diagnose an issue with my cable modem. Many ask for help on the course's Q&A page, where I don't have the option of attaching a screenshot.

Customer Service 235

Customer Service 235

Inside Customer Service

MARCH 14, 2024

Trainers catering to learner’s preferred methods of instruction unwittingly help participants avoid learning. It was a fun trick I discovered as a new trainer. I usually got it right to the mild amusement of my learners. Years later, I was chastened to learn my hocus-pocus wasn't real. Learning styles don't exist. There are multiple models.

Customer Service 244

Customer Service 244

Inside Customer Service

DECEMBER 7, 2023

You care deeply about helping employees develop customer service skills. Here are a two alternatives: Offer to reschedule the training for a time when the manager has more bandwidth. This information is usually set before the training is scheduled, but it helps to make sure you and the manager are on the same page.

Customer Service 227

Customer Service Start-ups 227

Inside Customer Service

FEBRUARY 8, 2024

Following them helps employees deliver more consistent customer service. Broad steps of service are helpful in almost any customer service situation. Solve: help the customer have a better experience. It can be helpful to have more specific steps for employees who handle a high volume of similar transactions.

Contact Center 220

Contact Center Retail Customer Service Start-ups 220

Inside Customer Service

AUGUST 10, 2023

It helps customers become more: Trusting Willing to listen Forgiving of mistakes My research shows that customers are 2-3 times more likely to give higher ratings when then know an employee by name. Here's an exercise that can help. Listening Skills Customer service is about helping people. True rapport must be genuine.

Customer Service 199

Customer Service Start-ups 199

Inside Customer Service

SEPTEMBER 14, 2023

Legendary customer service stories help employees understand the service culture. They connect at an emotional level to help explain the customer service vision and inspire action. The tire story is unusual, but nearly every Nordstrom associate can relate to serving a customer who needed help with a return or an unusual request.

Start-ups 227

Start-ups Customer Service Customer Survey Customer Feedback 227

Beyond Philosophy

DECEMBER 2, 2023

To learn more, click here. Instead, AI should be a way to help employees pay more attention to the needs of customers. We have been here before, too. Here are some other key moments in the discussion: 04:28 We listen to Tom’s video and why he thinks leading with humans creates a better AI strategy.

AI 143

AI Customer Experience Management Consulting Education 143

Inside Customer Service

JANUARY 19, 2023

You enjoy helping people and things are going well. Attitude anchors can help. An attitude anchor is something that helps you anchor your attitude in a positive place. It can help you feel better when you’re down and become more resilient when you encounter something that causes a bad mood. Customers are grumpy.

Customer Service 183

Customer Service 183

Futurelab

MARCH 22, 2024

To the credit of the country team: they took it to the heart, and in the following difficult COVID years their honesty helped them retain many customers. NOTE: From now on, every Friday, here: Kolle’s column about #NoBullshitCX #20yearsFuturelab #NoBullshitCX #20yearsFuturelab “Don’t think. Think you know your customers?

VOC 157

VOC Voice of the Customer Sales 157

Inside Customer Service

NOVEMBER 9, 2023

This helps evaluate the specific impact the customer service rep had on the interaction. This data helped us identify two things: How did sentiment change over the course of the call? A customer calls your company for service. After the call, they get an email asking them to complete a survey. A host of problems hurt that mission.

Customer Survey 214

Customer Survey Sentiment Analysis Customer Satisfaction Customer Service 214

Intercom, Inc.

JULY 6, 2022

If you joined us for New at Intercom last month, you may already have some idea of what’s in store on Built For You this month, (but if not, you can watch it on-demand here ). Discover what you can do with 2-way SMS, including sending promotional messages, re-engaging your customers, and much more over at our help center.

Start-ups 210

Start-ups Customer Retention 210

Inside Customer Service

JUNE 8, 2023

Here are just a few comments from a discussion on LinkedIn Live : "It's always awkward and stressful." "The Here are four that your participants will like better. Here's an old video from the archive that shows what happens when people try to do more than one thing at once: What can you do instead? It's unnerving."

Customer Service 168

Customer Service Contact Center Start-ups 168

Futurelab

MARCH 15, 2024

We helped them talk to consumers and stakeholders previously outside of their view. NOTE: From now on, every Friday, here: Kolle’s column about #NoBullshitCX #20yearsFuturelab #NoBullshitCX #20yearsFuturelab “Question (almost) everything.” Are you innovating “a faster horse”?A They wanted to refresh their innovation process.

Innovation 157

Innovation Start-ups 157

Inside Customer Service

MARCH 30, 2023

Training: helping employees build the knowledge, skills, and abilities to do their jobs. Put them all together: Service culture training is a process for helping employees know how to act in service to customers. Service culture training helps employees understand your organization's unique culture.

Construction 182

Construction Customer Service Customer Experience 182

Beyond Philosophy

APRIL 25, 2024

However, another reason we like stories is it helps us remember things. Embedding random data within a memory structure helps us recall it when needed. Emotions help reinforce what you remember, so an emotional story is even better for helping people remember it. A story can help here.

Engineering 78

Engineering Education Start-ups Customer Experience 78

Inside Customer Service

OCTOBER 12, 2023

Here's one more. Imagine two customers call a contact center at the same time. They're both experiencing the same issue—a promised discount wasn't applied to their last order. Alton uses general language. Laura uses more concrete language. I'm sorry the promotional discount wasn't applied to your order. You'll receive a $25.37 Yes, please!

Customer Satisfaction 225

Customer Satisfaction Contact Center Start-ups Retail 225

Inside Customer Service

APRIL 27, 2023

It helps you write goals that give your team clarity, inspire teamwork, and encourage the right behaviors. Here are nine techniques.) It helps you get more buy-in from employees to do the right thing and achieve results. If not, the FIT model might be the cure. In fact, the model works by getting rid of all that nonsense.

Customer Satisfaction 206

Customer Satisfaction Customer Service Customer Survey Technology 206

Beyond Philosophy

APRIL 5, 2024

Eckhart Boehme , Founder and Managing Director of Unipro Solutions , emphasizes the importance of aligning customer experiences around the idea of jobs to be done, helping organizations grow faster by understanding what customers seek to achieve through their products or services.

Customer Experience 88

Customer Experience CX 88

Inside Customer Service

NOVEMBER 17, 2022

Here's a proven process that starts much sooner, and is more comfortable for both managers and employees. Here's how the Merriam-Webster dictionary defines accountability: an obligation or willingness to accept responsibility or to account for one's actions Using this definition, accountability goes hand-in-hand with what good employees want.

Customer Service 208

Customer Service Start-ups 208

Inside Customer Service

MARCH 2, 2023

Keep reading to see a summary or download the complete report here. You can download the complete study here. This blog is a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. The responses were anonymous.

Contact Center 212

Contact Center Start-ups Customer Service 212

Inside Customer Service

JANUARY 5, 2023

You were hired to do a job that helps your company. Here's how you can overcome obstacles and take more ownership of your work. I've seen first-hand how grit and determination can help employees stand out and provide amazing customer service. This activity can help you identify more solutions that are within your control.

Customer Service 188

Customer Service Outlook Start-ups 188

Inside Customer Service

MAY 11, 2023

This guide can help you. Here's a step-by-step guide. Here are three questions I ask during this meeting: Why do you want to do this training? They will also help you improve the training. The three questions helped me get more information. You've sent your team through customer service training.

Mystery Shopper 182

Mystery Shopper Customer Service Mystery Shopping Start-ups 182

Inside Customer Service

OCTOBER 20, 2022

Here are three signs that your giant ego could be crushing customer service, too. Here are three signs that your giant ego could be crushing customer service, too. Look down at customers for needing help. As a trainer, it's my job to help people grow. One employee failed to meet a single service standard.

Mystery Shopping 215

Mystery Shopping Customer Service Start-ups 215

Futurelab

FEBRUARY 16, 2024

If they are not used to it, they aren’t likely to do it, unless you help them overcome their fears. NOTE: From now on, every Friday, here: Kolle’s columnabout#NoBullshitCX#20yearsFuturelab “Customers don’t bite. Most of them.” Talking to customers is vital for customer-centric product management.

157

157

Beyond Philosophy

JULY 13, 2023

Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! Here’s the thing: AI models are outstanding at predicting customer behavior. Two ways of developing AI can help. The issue here is a common phrase you might have heard before, “Garbage in, garbage out.”

AI 143

AI Machine Learning Social Media Customer Relationship Management 143

Helpt

APRIL 23, 2024

Here are some of the pitfalls that can leave customers frustrated and unsatisfied: The Maze of Automated Voices : Overreliance on automated menus can be a nightmare. Customers get stuck in endless loops, unable to articulate their problems to a real person who can actually help. Exceptional customer service is THE differentiator.

Social Media 96

Social Media Customer Satisfaction Start-ups Customer Expectations 96

Beyond Philosophy

FEBRUARY 15, 2024

As someone who appreciates the practical application of an excellent theory, Black’s pickle stood out as one I wanted to address here with you readers, too. As someone who appreciates the practical application of an excellent theory, Black’s pickle stood out as one I wanted to address here with you readers, too.

Artificial Intelligence 88

Artificial Intelligence Social Media AI Start-ups 88

Intercom, Inc.

JUNE 13, 2022

Last month we turned our attention to data – unleashing new features that help you improve how you collect, access, and use first-party data to influence your product and scale your business. To explore our new reporting capabilities, check out our help center article here. To learn more, check out our help center article.

Net Promoter Score 197

Net Promoter Score NPS Omnichannel Government 197

Beyond Philosophy

MARCH 14, 2024

The danger here is that an organization can end up in a bad place following along like this. Some people end up here by avoiding conflict. Here are a few ways to make that happen: Recognize how often this can happen. Listen to the podcast: Have you ever heard of the Abilene Paradox? They were too polite.

Start-ups 78

Start-ups 78

Customer Service Life

OCTOBER 28, 2023

One such thing was requiring my team to end every call by asking customers, “Is there anything else I can help you with.” While that’s most certainly the goal, what happens all too often is that “Is there anything else I can help you with?” I once heard Chip Bell rephrase the question to “What else can I help you learn today?”

Contact Center 104

Contact Center Customer Satisfaction Customer Service Customer Experience 104

Intercom, Inc.

MARCH 24, 2022

We’ve been working tirelessly to find new ways to support customers and help them drive growth, and yesterday, during New at Intercom , our first global virtual launch event, we unveiled some of the features we believe will transform the way businesses engage with their customers.

Innovation 221

Innovation Technology Technology 221

Beyond Philosophy

DECEMBER 29, 2023

Each of us has three things we learned in the past year that we think can help all of us moving forward into 2024. In this episode, we look back at what we learned in 2023 and how it can help us in 2024. Check it out here. Click here to learn more about Professor Ryan Hamilton of Emory University.

Customer-Centric Organization 88

Customer-Centric Organization Management Consulting Education AI 88

Beyond Philosophy

APRIL 11, 2024

I thought I would share it here as well. I thought I would share it here as well. I also appreciate how Boehme’s organization helps its clients grow faster by assisting them to align their customer experiences around the idea of jobs to be done. It’s our job to determine what it is. Both are fair questions.

Sales 78

Sales Customer Experience 78

Intercom, Inc.

MARCH 2, 2021

Here at Intercom, our Customer Support team deals with a wide variety of issues, and we have to be comfortable putting on different hats and answering questions related to all areas of our products. If a customer has made the effort to contact your Customer Support team, it’s already a sign they need your help.

Machine Learning 248

Machine Learning Start-ups 248

Customer Think

APRIL 12, 2024

Whether your brand is new to the creator economy or has been at it for some time, here are three rules to help maximize your influencer marketing investments. Influencer marketing plays a key role in the creator economy, accounting for $5.89 billion in marketing spend in the U.S. According to EMARKETER, more than 80% of […]

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69

Beyond Philosophy

NOVEMBER 11, 2023

It’s pickle time again here on the podcast. He wants to know some ways that he can get other people to help him sell his products and services. We knew several ways, eight in fact, and they might help you, too. Tells us about here and we might feature your pickle on an episode of the podcast. Check it out here.

Sports 78

Sports Sales CX 78