Inside Customer Service
MAY 11, 2023
You've sent your team through customer service training. I've repeatedly used them to demonstrate the impact of customer service training to executives. Why evaluate customer service training? Step 1: Identify expectations Start by meeting with the person who asked for the customer service training.
Inside Customer Service
APRIL 22, 2021
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. Step one: Clarify the goal Start by making it clear why you want to create a new procedure.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Service Quality Institute
APRIL 6, 2021
There are so many elements that make up the customer experience. To some, it is knowing about your products and services. The obstacle many of us face is we think we’re awesome at customer service. When I released Feelings in January 1980, it was the world’s first customer service training program.
SugarCRM
AUGUST 19, 2020
So, when SugarCRM sat down to learn about customer experience management from Micah Solomon, renowned customer service and CX expert, author, keynote speaker, and webinar host to delve into his customer-centric brain ahead of his upcoming webinar series with Sugar. . Here’s what he had to say. .
CX Journey
APRIL 7, 2016
Ron and I have been working on this topic for many years and are happy to report that the April issue of Harvard Business Review picked up our ideas and published a short piece in the Idea Watch section in the April 2016 issue. They are: Rule #1: Don’t start with customer-facing employees. If the customer says X, respond with Y.”)
Qualtrics
FEBRUARY 21, 2021
We’ve heard of them before, but what does a mystery shopper do and how can they drive customer experience improvements? What is a mystery shopper? A mystery shopper, or a secret shopper, is a person who is hired to audit a company to see if they meet standards. Who hires them? What do they do?
InteractionMetrics
SEPTEMBER 17, 2019
Essentially, my rep is pushing for the answers he wants his higher ups to see. But is the point of the survey for customers to get good pricing? Or is it for the company to measure the quality of their customer service? Why ask your customers to take surveys if the data you collect fails to capture the facts?
Expert insights. Personalized for you.
182 
Let's personalize your content