article thumbnail

Top 10 Customer Service Stories of 2022

Shaun Belding

The 2022 list of best customer service stories was a tough one. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog. Customer Service customer service stories

article thumbnail

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

Insiders

Sign Up for our Newsletter

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

article thumbnail

A Great Example of WOW Customer Service

Shaun Belding

Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog. Customer ServiceThis is what WOW experiences are all about. This fantastic story about the actions of Publix employee Gilnet Sainvil reaches to the very heart of creating loyalty.

article thumbnail

How to hold customer service employees accountable

Inside Customer Service

A LinkedIn post asked managers to share what they find most difficult about holding customer service employees accountable. If you have access to LinkedIn Learning, you can view an entire course on solving common performance problems that plague customer service employees.

article thumbnail

The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

article thumbnail

All-Party Parliamentary Group on Customer Service

The Customer Service Blog

The All-Party Parliamentary Group (APPG) on Customer Service is run by and for Members of the House of Commons and House of Lords.

article thumbnail

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.

article thumbnail

Top 10 Customer Service Stories of 2022

Shaun Belding

The Top 10 Customer Service Stories of 2022 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

article thumbnail

Is your giant ego is crushing your customer service?

Inside Customer Service

The employee was furious at her coworkers, and she let everyone in the customer service training class know it. One employee failed to meet a single service standard. She was the employee who had failed to meet a single service standard. Do you feel superior to customers?

article thumbnail

Customer Service, Expectations and Time

The Belding Group

It's one of the things that makes external and internal customer service challenging. Shaun Belding | www.shaunbelding.com Winning with CustomersIt's frustrating when other people's concepts of time appear to be completely out of sync with yours.

article thumbnail

2021 State of Customer Service Experience Report

Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.

article thumbnail

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.

article thumbnail

How appreciation can boost customer service employees

Inside Customer Service

The conversation reminded me how important it is to show appreciation and support to customer service professionals who are working hard to serve us. I talk to a lot of customer service professionals like Lauren. Many feel beat up by angry and unreasonable customers.

article thumbnail

What is WOW Customer Service?

Shaun Belding

What is the Difference Between Outstanding Customer Service and WOW Customer Service? When a company approaches us about customer service training programs, one of the first questions we ask is, “What are you hoping to achieve with the training?”

article thumbnail

Customer Service Teamwork: Good Cop – Good Cop

Shaun Belding

It gives your customers greater confidence with the second person, and to establish that their needs are not just important to you, but to everybody in the organization. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog. Customer Service

article thumbnail

The New Tech Experience: Innovation, Optimization, and Collaboration

Speaker: Paul Weald, Contact Center Innovator

Learn how to streamline productivity and efficiency no matter what industry you're in with machine learning and artificial intelligence in this exclusive webinar with expert innovator Paul Weald. Embrace automation, collaborate with new technology, and watch how you can thrive!

article thumbnail

The Customer Service Blog Hits New Record!

The Customer Service Blog

The Customer Service Blog has just achieved a new record! Blogging Blogs The Customer Service Blog writers writingLast month (February 2023) we achieved 14,553 article views within a single month - the best viewing figures since the blog began in 2016.

article thumbnail

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.

article thumbnail

Customer Service Teamwork: Good Cop – Good Cop

Shaun Belding

It gives your customers greater confidence with the second person, and to establish that their needs are not just important to you, but to everybody in the organization. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog. Customer Service

article thumbnail

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

article thumbnail

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!

article thumbnail

National Customer Service Week 2022

The Customer Service Blog

National Customer Service Week is a celebration of customer service, which takes place across the UK every year. Each year, Customer Service Week has a different theme for each day of the week.

article thumbnail

The Importance of Context in Customer Service

Customer Service Life

article thumbnail

Standing Out In Customer Service Can Be a Good Thing….Or A Very Bad One

Shaun Belding

The one place you absolutely don't want to be is in the bottom position of customer experience. There is nothing worse than having the reputation of ABYC (Anyone But Your Company) in a customer's mind.

article thumbnail

The Secret Ingredient to Outstanding Customer Service

Shaun Belding

How you manage customer expectations is a critical component to delivering outstanding customer experiences. When you can meet or exceed someone's expectations you trigger trust and the belief that you genuinely care about your customers. Customer Service Service Recovery

article thumbnail

Diminishing unconscious bias in customer service

Adrian Swinscoe

The post Diminishing unconscious bias in customer service first appeared on Adrian Swinscoe This is a guest post by Amanda Winstead, a freelance writer from the Portland area. One of the most dangerous things in the workforce, particularly in […].

article thumbnail

The Customer Service Blog on Facebook

The Customer Service Blog

You might already know that The Customer Service Blog has 250,000 readers around the world. But did you know that we also have a Facebook page where readers of The Customer Service Blog can interact with each other and share comments about our articles.

article thumbnail

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.

article thumbnail

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?

article thumbnail

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

article thumbnail

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.

article thumbnail

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.

article thumbnail

Frontier Eliminates Their Customer Service

The DiJulius Group

Companies are charging customers hidden fees. One company eliminates their customer service, another starts charging patients for messages in amounts that would make most consumers say “Ouch” not to mention “You’ve gotta be kidding me!”

article thumbnail

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

article thumbnail

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.

article thumbnail

Why you should prioritize accessibility in your customer service experience

Adrian Swinscoe

Customer service should be one of the top priorities for every […]. The post Why you should prioritize accessibility in your customer service experience first appeared on Adrian Swinscoe This is a guest post by Amanda Winstead, a freelance writer from the Portland area.

article thumbnail

Social Media is Bad for Customer Service

Bill Quiseng

Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. But I am not against monitoring social media or using it as a responsive customer service channel.