Inside Customer Service

Lessons from The Overlook: Investigate small problems

Inside Customer Service

Note: Lessons from The Overlook is a periodic update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here.

219
219

Three ways to help your employees become brand evangelists

Inside Customer Service

There's something amazing about being served by an employee who loves the brand they represent. My wife, Sally, and I experienced that recently at the Dr. Martens store on Newbury Street in Boston. We walked in the store and Sally quickly zeroed in on a pair of shoes she liked. Scratch that. Loved.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Lessons from The Overlook: 5 things vacation rental guests should know

Inside Customer Service

Note: Lessons from The Overlook is a periodic update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here.

Gaming 219

The data doesn't lie: Texans like In-N-Out better than Whataburger

Inside Customer Service

Which fast food burger chain is better: Whataburger or In-N-Out? The debate rages. Texans loudly proclaim their allegiance to Whataburger. Californians quickly tell you that In-N-Out is the best. Other states might feel caught in the middle. So just for fun, I devised an objective test.

228
228

How to Work with Your Customer Success Team to Create a Great Product Feedback Experience

Speaker: Rebecca Notté, Product Operations Manager and Hannah Chaplin, Director of Product Marketing at Pendo

In this session, Hannah Chaplin and Rebecca Notté will detail the challenges of managing feedback between product and customer success teams and share their best practices on how to combat these challenges.

How to fix customer experience by keeping your promises

Inside Customer Service

Domino’s helped me survive college. My school had a deal with the local Domino’s franchise where you could use your meal plan to order a pizza. The meal plan even covered the delivery driver’s tip. It was way too convenient for a student who was strapped for cash.

Why strict procedures are the key to a great customer experience

Inside Customer Service

I've spent a lot of time at the post office lately and it's fascinating. My latest book came out in March, which means I've sent a lot of books to people I interviewed or who endorsed the book.

Lessons from the Overlook: The importance of leverage

Inside Customer Service

Note: Lessons from The Overlook is a periodic update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here.

Contact center agent satisfaction remains high after a rough year

Inside Customer Service

This past year has been tough on contact center agents. The pandemic shifted more agents to working at home. Those who were at home already likely had their lives disrupted in some other way. Some contact centers endured unimaginable spikes in volume.

Three easy ways to develop empathy super powers

Inside Customer Service

The webinar software wasn't working. An important client was paying me to facilitate a virtual session for its employees. The client had juggled a lot of schedules to make sure everyone could attend. A lot was riding on this. I could feel a rising sense of anxiety.

Legal 219

The Importance of Having Strong Decision Agility in Your Product Development Process

Speaker: Emily Tate, Managing Director at Mind the Product

In this talk, Emily Tate, Managing Director at Mind the Product will unpack how we can quickly make deeply-researched decisions on multiple topics that will positively influence your product development process.

How to keep customers informed about shipping delays

Inside Customer Service

"The shipping container is stuck in customs." That's the best update I could get from our buyer and it wasn't encouraging. We had been waiting for a replenishment order from our overseas supplier for weeks. Backorders were piling up and customers were getting agitated at the wait.

How to master new skills like a training professional

Inside Customer Service

I frequently hear from people who are trying to learn new skills. They know I create a lot of content around customer service training, so they ask me for some recommendations. Can I suggest a class, a blog, or a book to help them? I usually don't recommend any of those, at least not right away.

Sales 130

How customer service leaders can make it easier to do good work

Inside Customer Service

"Be more managerial, or you're fired!" The director issued this ultimatum to his two managers. There had been some customer service issues within the department. The director wanted to see change, now. The managers stared at their boss in disbelief. I stared, too.

Leadership secrets from The Service Culture Handbook

Inside Customer Service

"How do you define leadership?" That's the question I posed to the self-described leadership expert. I had just met him at a conference.

How Customer-Centric Feedback Loops Can Evolve Your Product Process

Speaker: Nickey Skarstad, Director of Product at Duolingo

Join Nickey Skarstad, Director of Product at Duolingo, as she discusses why it’s important to actively gather customer feedback, how to build customer feedback loops into your product planning, the best ways to decipher different types of feedback, and different frameworks for how/when to apply feedback processes.

What Indeed can teach us about brand promises

Inside Customer Service

The job search site, Indeed , ran baseball-themed commercials during the recent World Series broadcast. In this one featuring Los Angeles Dodgers pitcher, Max Scherzer, Scherzer uses baseball analogies to coach an applicant looking for a sales management position.

7 ways leaders can model great customer service

Inside Customer Service

I recently worked with two clients in the same industry. There were a lot of similarities between the organizations. The business models were similar, they were roughly the same size, and their products were essentially the same.

Why training is a bad way to recognize good employees

Inside Customer Service

My first job was in a clothing store. It was a great place for a high school kid like me to learn new skills. I started in the men's department, but was eager to learn everything I could.

Retail 141

Three reasons not to hire a customer service consultant

Inside Customer Service

A few years ago, I stopped most of my consulting. The decision wasn't made lightly. My latest book, The Service Culture Handbook , was taking off and I was receiving more inquiries than ever before. But something gnawed at me. Most clients weren't getting the results they wanted. Not just my clients.

Roadmaps Are Dead! Long Live Roadmaps!

Speaker: Bruce McCarthy, Co-Author of Product Roadmaps Relaunched and Founder of Product Culture

Join Bruce McCarthy, co-author of Product Roadmaps Relaunched, as he discusses the best ways to innovate your product roadmap. So that it reflects your customers’ needs while simultaneously and accurately communicating your products strategy and vision.

Why your chatbot is talking customers out of doing business with you

Inside Customer Service

I recently went online to check the status of a delayed order. This should be an easy process in today's age. It wasn't. The company wasn't sharing any helpful information via it's ecommerce system. So I went looking for live help. The company's contact information was intentionally buried.

Retail 186

What's the difference between knowledge, skills, and abilities?

Inside Customer Service

Many trainers are familiar with the acronym KSA. It stands for the three things that training can develop: Knowledge Skills Abilities Training can help improve performance if someone lacks one of those three things.

Five advanced customer service techniques to raise your game

Inside Customer Service

Advanced techniques are one of the top requests I receive as a customer service trainer. Many people feel the basics are, well, too basic. If that's you, I have five advanced techniques to share. But first, a word from our sponsor: basic skills. The basic skills never go out of style.

Gaming 153

How to keep customers coming back | Shep Hyken interview

Inside Customer Service

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. You don't need to be convinced that customer loyalty is important.

Feedback: The Secret to Innovating Your Product Development Process

Speaker: Liz Love, Chief Commercial Officer at ProdPad

Join Liz Love, Chief Commercial Officer at ProdPad as she details how product feedback can improve your product development process while mitigating stakeholder conflict, constant feature requests, failed launches, unexpected outcomes, unhappy users, and complexity.

5 types of misleading data that hurts customer service

Inside Customer Service

How long does it take to create a merchandise display? This is an important question for a retailer with thousands of stores. Each week, stores received instructions to create new merchandise displays along with the estimated time they took to build. Staffing decisions were centralized.

Retail 141

Why monitoring systems are essential to great customer experience

Inside Customer Service

Note: The following is an excerpt from Chapter 7 of The Guaranteed Customer Experience. Daniel Pascoe has never owned a car. That might seem inconceivable to many people, but a car isn't necessary if you live in a city that has reliable public transportation—like Portland, Oregon.

How customer service employees can survive a bad boss

Inside Customer Service

Advertising disclosure: This blog participates 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. "We We have totally lost control."

How to win back your customer's heart with an apology

Inside Customer Service

"You shouldn't have to experience this." The words just blurted out of my mouth. A customer had called, upset about receiving the wrong item. I saw past their anger and empathized with the inconvenience it was causing them. I'm really sorry about the mistake. We need to do better.

How a Strong Customer Engagement Strategy Can Improve the Usability of Your Product

Speaker: Hannah Chaplin, Director, Product Marketing at Pendo and Esther Edel, Product Operations Analyst at Pendo

Join Mobile expert Hannah Chaplin as she shares best practices and real examples to help you improve your mobile apps with in-app guides.

How to write customer service procedures your employees will love

Inside Customer Service

Customer service managers write a lot of procedures. The big challenge is getting employees to follow them. Employees forget. They get confused. Sometimes, they just don't wanna. This creates consequences. Customer experience becomes inconsistent. Service quality erodes.

How to rapidly improve customer service by finding your Betty

Inside Customer Service

Early in my career, I lucked into a solution to a challenging project. My department was asked to create a training program to help contact center agents pitch the company credit card to customers who called in to place an order from our catalog.

The surprising reasons why you should not try to wow customers

Inside Customer Service

Advertising disclosure: This blog participates 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. We're working on ways to Wow our customers."

Sports 164

How customer experience promise audits can save customers

Inside Customer Service

The boarded up windows were a bad sign. This isn't the way a guest wants to arrive at a hotel. I pulled on the lobby door, but it was locked. Is this thing even open? An employee saw me pulling on the door and let me in. The hotel was open, but undergoing renovations.

How to Evaluate and Implement Customer Feedback Into Your Product Roadmap

Speaker: Hannah Chaplin - Director, Product Marketing at Pendo and Dan Dalton - Director, Product Management at Pendo

This interactive session, Hannah Chaplin and Dan Dalton will share their experience of building product roadmaps that align with company goals while also ensuring that customers are truly heard.

How a simple marketing strategy helps Buc-ee's dominate the competition

Inside Customer Service

Note: The following is an excerpt from The Guaranteed Customer Experience. You can download Chapter One to read the rest of the story about Buc-ee’s. Imagine driving cross-country on a road trip. You need gas, and you need to use the restroom. Choosing a place to stop is a big decision.

Retail 151

How to improve customer service training with the 70-20-10 rule

Inside Customer Service

What is the right amount of time to spend on training? That's the question a customer service leader recently asked me. He had contacted me with some questions about lesson plans for a training class he was running with his team.

Why customer success is the secret to revenue growth

Inside Customer Service

"We had $1 million in preventable returns last year." The executive who shared this shocking figure explained that his company had recently entered the consumer market for home improvement tools.

Retail 130

What is the difference between a mission, vision, and values?

Inside Customer Service

Employees are often confused about mission, vision, and value statements. Here are just a few of the questions I'm frequently asked: What's the difference? What are they for? Do we even need them all?