How to get your customer service employees to be more proactive

Inside Customer Service

The vice president was talking about his company's customer service team. His primary concern was customer retention. He worried that employees were too transactional and didn't work hard enough to retain customers. Customer service reps didn't always see the big picture.

How to help customer service employees move away from scripts

Inside Customer Service

Someone who had never spoken to a customer. Why are customer service scripts a bad idea? That's the feeling customers get when they like and trust you. Customer: "Hi, my name is Alicia. Agent (sticking with the script): "May I please have your customer id number?"

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How observing subtle cues can improve customer service

Inside Customer Service

Tyler clearly possessed a customer service superpower: the ability to identify my unspoken service cues. What are service cues? Service cues are unspoken customer needs. They're often very subtle, but they can be the keys to a customer's heart.

Why all customer service surveys really measure just one thing

Inside Customer Service

There's a good chance you and your colleagues have had a tortured conversation about customer service surveys. Executives worry whether a customer upset about a defective product will “unfairly” give the customer service team a low score on its post-transaction survey.

Customer Service Lessons from a Snake Farmer

Shaun Belding

Customer Service Lessons From a Snake Farmer The very foundation of outstanding customer service, as well as successful selling, is the willingness and ability to be truly interested in each customer you meet. Customer Service

3 reasons to stop conflating customer service with customer experience

Inside Customer Service

Our phone lines rang throughout the office whenever a customer was holding for more than a minute. The president thought it was my job to stop the surge since I was the customer service manager. They distance themselves from anything that has a negative impact on customers.

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 A Customer Service Tip of the Week subscriber sent me that message.

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. Customer service professionals who master the basics will always do well. My top three skills: Rapport: make customers feel at ease. Listening: understand what customers need.

Gaming 211

Customer Service Starts At The Top

Shaun Belding

Organizations that deliver outstanding customer service have one thing in common: Clear, consistent, customer-focused messaging throughout the organization at every level. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.

How to gain customer service skills when you're not working

Inside Customer Service

It's hard to build customer service skills when you can't practice. Whatever the situation, you want to practice the essential customer service skills that will help you succeed in your new job. A lot of customer service boils down to good people skills.

How to motivate employees to learn new customer service skills

Inside Customer Service

I once delivered the same customer service workshop over 200 times in a two-year period. The employee made it clear she didn't want to be in the customer service training class. Sign up and get a guide to 10 amazingly simple customer service techniques.

10 Customer Service Stories of 2021

Shaun Belding

The Top 10 Customer Service Stories for 2021 2021 picked up where 2020 left off in terms of being a tough year. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog. Customer Service

On Being an Accountable Customer Service Leader

Customer Service Life

The other day I was reviewing emails sent to our customers to make sure they were doing all of the following behaviors (Coincidentally, these are the behaviors on our quality form): Making a human connection. Reviewing the customer’s history and notes. Empowering the customer.

Top 10 Customer Service Stories of 2021

Shaun Belding

The Top 10 Customer Service Stories for 2021 This year’s Top 10 Customer Service Stories for 2021 is kind of special for us, as it represents a rebound from the previous year where positive stories were few and far between. Customer Service

What is internal customer service and why is it important?

Inside Customer Service

The biggest issue was a lack of internal customer service. Poor internal customer service frustrates many employees like my friend. This post will answer three critical questions: What is internal customer service? What is internal customer service?

7 ways leaders can model great customer service

Inside Customer Service

Both even professed to be fans of the principles outlined in The Service Culture Handbook. The CEO of the growing company consistently modeled the service culture he was trying to create. You have to walk the talk if you want your employees to be customer-focused.

Your customer service “Oh Sh*t Kit”

Customer Service Life

It got me thinking about customer service and how, when working with customers, we may not always know what will happen and we need to be ready for anything. What is in my Customer Service “Oh Sh*t Kit” may be different than yours, and that’s great.

Customer Service Training Needs Different Approaches

Shaun Belding

If you use a traditional training approach with customer service, it will fail. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog. Customer Service

Why do customer service reps give out bad information?

Inside Customer Service

As a customer, do you ever feel like you're stuck in an old-timey comedy routine? Get in that line," pointing to another queue of customers. The big question is why do customer service employees routinely do this? What's the impact of giving customers bad information?

5 Reasons Your Customer Service Training is Failing

Shaun Belding

Creating outstanding customer service training harder to achieve than most people realize The reality is that more customer service training fails than succeeds. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.

How to Set Team Customer Service Goals

Fonolo

Setting goals with your contact center agents will support your most important profit driver: your customer base. Finance-focused CFO might see customer service as separate from the company’s financial goals. Keep track of customer satisfaction and measure revenue over time?

Three reasons not to hire a customer service consultant

Inside Customer Service

My latest book, The Service Culture Handbook , was taking off and I was receiving more inquiries than ever before. Companies that hired any customer service consultant were struggling to see any gains. Sign up and get a guide to 10 amazingly simple customer service techniques.

How to write customer service procedures your employees will love

Inside Customer Service

Customer service managers write a lot of procedures. Customer experience becomes inconsistent. Service quality erodes. Here's a five step process for writing customer service procedures your employees will love. Confirm or add the customer's email address.

5 types of misleading data that hurts customer service

Inside Customer Service

Managers weren't allowed to deviate from the staffing plan, so they pulled employees away from other tasks like helping customers. One CEO expressed confidence that his business was customer-focused because he had recently received several compliments from friends.

New research finds that customer service agents are abusing customers

Adrian Swinscoe

The post New research finds that customer service agents are abusing customers first appeared on Adrian Swinscoe At the end of March, Olga Khazan writing in The Atlantic published an article that asked “Why People Are Acting So Weird.” The article describes how, […].

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

Inside Customer Service

That's the question a customer service leader recently asked me. The team had gathered to take my Customer Service Foundations course on LinkedIn Learning. That's the lesson I shared with the customer service leader who contacted me.

Customer Service Life Updates – February 2020

Customer Service Life

The Greatest Avenger of the CX Universe – If you were going to hire a character from the Marvel Cinematic Universe to spearhead the customer experience effort in your organization, who would it be? Beyond “buy 10 get one free”: What is customer loyalty? Happy (belated) New Year!

How to rapidly improve customer service by finding your Betty

Inside Customer Service

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. That conversation forever changed how I solve customer service problems.

Is Customer Service Getting Harder?

Shaun Belding

Customer service is getting harder. There is an insidious perfect storm brewing in our relationship with our customers. Customer Service Service Recovery

National Customer Service Week 2021

The Customer Service Blog

National Customer Service Week (NCSW) will take place from Monday 4th to Friday 8th October. NCSW is a week-long opportunity to raise awareness of customer service and the vital role it plays in successful business practice and the growth of the UK economy.

How long should new hire training last for customer service employees?

Inside Customer Service

Sign up and get a guide to 10 amazingly simple customer service techniques. New hire training is under pressure. Executives want to shorten it. Training costs time and money. The faster new employees can get to work, the better. New employees want it to be longer.

10 Best Customer Service Stories of 2019

Shaun Belding

If you are looking to improve your customer service for 2020, you needn’t look any further than these 10 fantastic customer service stories from 2019 for inspiration.

Karen Hertzberg: Improving Customer Retention Through Great Customer Service

Bill Quiseng

Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customer loyalty is built on service so great that customers return again and again, raving to others along the way. What’s better than gaining a new customer?

The Importance of Context in Customer Service

Customer Service Life

Striking the Right Balance as a Customer Service Leader

Customer Service Life

As a customer service leader, there’s a certain balance I’ve struggled to find. Spending too much time interacting with customers can leave me feeling like our team is treading water and not making progress on key initiatives.

How to Set Team Customer Service Goals

Fonolo

Setting goals with your contact center agents will support your most important profit driver: your customer base. Finance-focused CFO might see customer service as separate from the company’s financial goals. Keep track of customer satisfaction and measure revenue over time?

150+ Revealing Customer Service Statistics for 2022

Fonolo

Customer service expectations continue to increase, and only the best businesses keep up. The statistics show that superior customer experiences generate more return customers, increased loyalty, and higher profits. 5 Popular Customer Service Benchmarks.