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.

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.

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Five customer service tips for people with ADHD

Inside Customer Service

We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Customer service is hard. For example, my vision is "Your Service Culture Guide."

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?"

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.

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

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

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 […].

How your customer service pep talks can stay fresh

Inside Customer Service

The customer service leader explained his company had a customer service vision that he talked about in every meeting. A customer service vision is a shared definition of outstanding service that gets everyone on the same page.

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?”

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.

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.

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.

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.

Time to Celebrate Customer Service Excellence

The Customer Service Blog

Don’t miss the opportunity to get involved in National Customer Service Week (a week-long celebration of customer service) taking place from 3th to 7th October 2022. It’s a great opportunity to raise the profile of customer service, reflect on how you serve your customers, recognise your team’s achievements, and show your ongoing commitment to customer service excellence.

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.

Three pieces of customer service advice we need to update

Inside Customer Service

We've all had a mentor give us customer service advice. My first boss stressed the importance of greeting every customer. Like the old idea that companies should respond to customer emails within one business day. We all know the customer is not always right.

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.

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.

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.

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.

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

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.

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

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?

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

Start customer service training project

Customer Service Training

Hi This is the first time to design a customer service training project but I'm struggling with knowing which best topics that I have to include and

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 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.

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.

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!

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.

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.

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

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.