CX Accelerator

NOVEMBER 7, 2023

It was incredibly distressing to encounter a customer service representative who clearly couldn’t care less if I ever left my house again. A company might not be customer-centric if they… As I reflected on this experience, I realized that there were a number of indicators that this company might not be customer-centric.

Net Promoter Score 316

Net Promoter Score Legal Construction Social Media 316

The Customer Service Blog

DECEMBER 8, 2021

According to new research by the Institute of Customer Service, 60% of customer service workers have experienced hostility in the past year - and nearly half of those who faced abuse said customers were becoming more aggressive because of stock and staff shortages. What do the experts say?

Customer Service 52

Customer Service Retail Government Legal 52

Help Scout

JULY 1, 2021

Often, customer service skills are transferable; however, in some cases there are significant differences that make things a bit more complicated. Take healthcare, for example: Outside of differing cultural norms, there are also laws pertaining to things like storing information or interacting with customers.

Healthcare 104

Healthcare Customer Service Legal Compliance 104

The Customer Service Blog

JUNE 2, 2023

You might need to log into your online account with them to use the airline’s online chat service to start the complaint process, because often the airline will only reveals its contact details once you do so. Chargeback is not a legal right and you only have 120 days from when your flight was due to make a claim.

Legal 52

Legal Retail Start-ups Transportation 52

Customer Service Life

MAY 14, 2018

For many of us in customer service, we tend to be relational people. If a team leader is concerned that one of their employees may be stuffing their feelings with food, how do they even (legally) approach it? The post Eating Your Feelings in Customer Service appeared first on Customer Service Life.

Customer Service 90

Customer Service Legal Social Media Start-ups 90

CX Accelerator

APRIL 1, 2022

Tell me if any of these fears around the topic of transparency sound familiar: If I give the customer too much information, can they use it to sue our company? If I tell the customer what happened, could I potentially get in trouble with the “legal department” and lose my job? Back to CX Accelerator Blog Home.

Legal 266

Legal Contact Center Social Media CX 266

Bill Quiseng

DECEMBER 6, 2021

It is really disappointing to new employees that the first day of orientation is spent on defining the rules and restrictions, usually required by the legal department, that, if not followed, will result in termination. Don’t bore your employees with rote customer service training. Send the notes to their home directly.

Legal 195

Legal Education Customer Service Customer Survey 195

Callminer

MAY 11, 2020

To learn more about how customer service and customer experience managers can best handle disgruntled employees, we reached out to a panel of management professionals and asked them to answer this question: “What’s the best way for customer service / experience managers to handle a disgruntled employee?”.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

Inside Customer Service

APRIL 15, 2021

In customer service, we take this definition a bit further. Empathy means understanding the negative emotions your customer is experiencing and taking action to help them feel better. Customer service managers tell me empathy is the top skill they hire for. Why is empathy important in customer service?

Legal 250

Legal Customer Service 250

Comm100

NOVEMBER 14, 2023

Imagine customer service agents – those vital bridges between a company and its customers – grappling with software that ignores their needs. This is why any customer service software or platform must be universally accessible to its staff that use it, as well as its end users.

Technology 52

Technology Technology Legal Compliance 52

Help Scout

JULY 15, 2021

In this article, we cover four major pain points of delivering customer service in the education industry along with some tips on how to address them. By extension, those working in education support have the same responsibility, and failure to meet that responsibility could result in fines and possible legal action.

Education 113

Education Customer Service Legal Compliance 113

Provide Support

SEPTEMBER 22, 2015

Social Media in Customer Service. Complaining customers are, unfortunately, an inevitable fact of business life. The way you respond to and handle their complaints will determine whether your customers share on social media how terrible your company is or will remain happily loyal to your brand.

Social Media 87

Social Media E-commerce Customer Service Legal 87

Bill Quiseng

FEBRUARY 15, 2016

Recently in a LinkedIn group, one of the members asked the following question: “The global economy is slowing down, but you’ve been asked to do the impossible: Control costs AND improve customer service experience. Here are three low cost ways that have worked for me in improving customer service.

Customer Service 104

Customer Service Legal Customer Satisfaction Customer Feedback 104

The Customer Service Blog

AUGUST 17, 2022

The Customer Service Blog has got almost 250,000 readers across the world, making it a great way to get your articles seen by a large international business audience. The article should contain between 600 to 800 words and it must be directly relevant to customer service, customer loyalty, or customer satisfaction.

Legal 73

Legal Customer Loyalty Customer Satisfaction Customer Service 73

C3Centricity

MARCH 31, 2020

How can some companies get customer service so wrong?! It describes one recent personal example of disinterested client support, from which I have drawn seven learnings for everyone wanting to deliver awesome customer service. After all, this is the premise of the legal systems in many countries and for good reason.

Customer Service 71

Customer Service Invoicing CRM Legal 71

The Customer Service Blog

APRIL 23, 2023

first exposed such groups in 2018, and as previously reported in The Customer Service Blog, in 2022 the government proposed new rules about online reviews, including making it "clearly illegal" to pay someone to write or host fake reviews.

Legal 52

Legal Government Technology Technology 52

The Customer Service Blog

MAY 12, 2023

The Customer Service Blog has got almost 280,000 readers across the world, making it a great way to get your articles seen by a large international business audience. The article must be completely honest and accurate, and the writer must accept full legal responsibility for what they have written.

Legal 52

Legal Customer Loyalty Customer Satisfaction Customer Service 52

Customer Service Life

JANUARY 18, 2019

Creating a quality form for your customer service team can be a scary task. There’s no right answer here, but intentionality around these names can make a difference in how customers are perceived. And consistency in the way we address our customers matters. What’s your customer service philosophy or mission?

Customer Service 80

Customer Service Contact Center Legal Customer Satisfaction 80

Inside Customer Service

JANUARY 27, 2022

Many contact centers record customer phone calls and this disclaimer is often required for legal reasons. They also capture emails, chat sessions, social media responses, and other customer communication. When you review a call, the agent either correctly verified the customer's identity or they didn't. Email Address.

Contact Center 148

Contact Center Legal Construction Start-ups 148

Inside Customer Service

JUNE 17, 2021

Here's an explanation of the three concepts along how other statements fit in, like your customer service vision or brand promise. Regular readers know I often refer to a company's customer service vision statement , which is a shared definition of outstanding service that gets everyone on the same page.

Transportation 148

Transportation Legal Customer Service Technology 148

Inside Customer Service

MARCH 4, 2021

How to connect BOH employees with customers There are a number of ways to give BOH employees more customer contact. Customer service software provider, Help Scout, runs a program called Whole Company Support where employees outside the support team spend time responding to customer emails.

E-commerce 163

E-commerce Legal Hospitality Hospitality 163

Help Scout

AUGUST 17, 2021

We know cash rules everything around us, but there are plenty of rules around cash too, and that’s just one of the challenges to delivering great customer service in finance. There are also customer relationships and expectations to manage. Pain point #6: Balancing service and selling. Pain point #7: High staff turnover.

Customer Service 80

Customer Service Finance Start-ups Sales 80

Win the Customer

DECEMBER 13, 2023

Today we discuss the winners and losers from the recent advancements in the capabilities of Artificial Intelligence as it continues to dramatically alter the customer experience approach of many organizations and the transformation in customer experiences due to the expansive customer knowledge available to AI systems.

AI 69

AI Artificial Intelligence Customer Experience Predictive Analytics 69

Zendesk

JANUARY 18, 2024

Being transparent about the data that drives AI models and their decisions will be a defining element in building and maintaining trust with customers. Zendesk CX Trends Report 2024 AI transparency involves understanding its ethical, legal, and societal implications and how transparency fosters trust with users and stakeholders.

AI 52

AI Artificial Intelligence Legal Machine Learning 52

cxservice360

JULY 22, 2022

Sole proprietorships do not offer the same level of legal protection as other business structures. appeared first on CXService360 - Customer Service Articles, Stories and more. The main difference is how much of your debt, the company’s debt, and your assets are tied.

Legal 52

Legal Customer Service 52

The Customer Service Blog

NOVEMBER 11, 2021

The Customer Service Blog has got over 200,000 readers across the world, making it a great way to get your articles seen by a large international business audience. The article should contain between 600 to 800 words and it must be directly relevant to customer service, customer loyalty, or customer satisfaction.

Legal 52

Legal Customer Loyalty Customer Satisfaction Customer Service 52

The Customer Service Blog

APRIL 1, 2021

The Customer Service Blog has over 150,000 readers across the world, making it a great way to get your articles seen by a large international business audience. The article should contain between 600 to 800 words and it must be directly relevant to customer service, customer loyalty, or customer satisfaction.

Legal 52

Legal Customer Loyalty Customer Satisfaction Customer Service 52

The Customer Service Blog

JUNE 16, 2022

Millions of iPhone users could be eligible for payouts, following the launch of a legal claim accusing Apple of secretly slowing the performance of older phones. Justin Gutmann alleges the company misled users over an upgrade that it said would enhance performance but, in fact, slowed phones down.

Legal 52

Legal Technology Technology 52

The Customer Service Blog

DECEMBER 21, 2020

The Customer Service Blog has 150,000 readers across the globe, making it a great way to get your articles seen by a large international business audience. It should contain between 550 to 850 words and must be directly relevant to customer service, customer loyalty, or customer satisfaction. How about you?

Legal 52

Legal Customer Loyalty Customer Satisfaction Customer Service 52

The Customer Service Blog

OCTOBER 29, 2021

If you have an interest in consumer rights and customer service issues, then one of the best programmes to listen to on LBC is the Consumer Hour which is every Friday night. He has also written legal advice columns in the Daily Mirror and The Sun newspapers.

Legal 52

Legal Retail Customer Service 52

CallCare

SEPTEMBER 27, 2023

Read on to find out more about how Brexit has affected businesses, with a particular focus on those delivering customer services. Brexit has also affected the way that businesses deliver customer service, and how they communicate with customers. Outsourcing customer services post-Brexit: is it a good option?

Compliance 52

Compliance Legal Government Customer Service 52

Fonolo

SEPTEMBER 28, 2022

Introduce surveys by using the customer’s name. FACT: 68% of customers expect empathy from customer service agents. Review restrictions to avoid potential legal issues, especially if you are working in a healthcare setting. They’re proven to improve customer retention and inform customer service strategy.

Net Promoter Score 138

Net Promoter Score Contact Center Healthcare Customer Satisfaction 138

Shep Hyken

DECEMBER 6, 2022

What is legal? . Customers pay the bills. Without customers, there is no company. However, companies still neglect to remove friction points that make it difficult for customers to stay. What if – What could we fix that is out of line? . What works – What can we afford?

Legal 104

Legal Healthcare Innovation Customer Experience 104

The Customer Service Blog

MAY 15, 2023

Banks are legally obliged to refund so-called ‘unauthorised’ fraud, but do not have to cover the costs of ‘authorised’ scams - where victims are tricked into agreeing to send money to fraudsters. Darren Bugg, Editor of The Customer Service Blog, said: “The new government strategy is to be welcomed.

Finance 52

Finance Government Artificial Intelligence Legal 52

CSAT.AI

DECEMBER 16, 2021

When it comes to BPO (Business Process Outsourcing), customer service is near the top, especially for large businesses. costs scalability 24/7 service company size brand country options language barriers communication tools change and risk management. Banks like Capital One and JP Morgan Chase offshore their customer service.

Contact Center 109

Contact Center Entertainment Legal Retail 109

Uniphore

JANUARY 25, 2022

In particular, respondents noted that they would like AI to provide tips based on emotions (35%); develop a deeper connection with participants (29%); resolve customer service issues more quickly (26%); and provide on-screen transcription to help reduce a speaker’s accent (24%). Now they’re embracing it.”

AI 130

AI Artificial Intelligence Healthcare Legal 130

Customer Service Life

AUGUST 22, 2018

Check with your legal department on what you can and can’t say. Imagine if your customer’s ecommerce site goes down for a day and they lose thousands of dollars in revenue and you’re the hosting provider. An apology from customer service might compel the customer to sue your company for damages. What do you think?

Legal 68

Legal Engineering Gaming Customer Service 68