5 Ways Support Teams Can Prepare for the COVID-19 Holiday Rush

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How to provide the best customer service and support during this unprecedented holiday season. Guides

The ultimate guide to customer service

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The top three 2022 priorities for Customer Service teams to thrive in this new era of customer experience. Guides

2022 307
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Millennial Generation Customer Service – The Ultimate Guide

TechSee

This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. Key preferences to consider in Millennial generation customer service: Text me, I don’t like to talk: Millennials prefer to communicate over text messaging and rarely make phone calls. They demand highly convenient and fast service. Self-service platforms. Know your customer.

2018 303

Customer Service Trends 2020

TechSee

Companies now know that customer experience is the key competitive differentiator. Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. Computer Vision-powered self-service.

2020 127

Customer Engagement 2021: Why the Digital Journey Changes Everything & How to Keep Up

Digital omni-channel customer service. Haven’t heard of it yet? Your competitors probably have. This guide will answer all your digital omni-channel questions and help you to structure your digital customer journey around the needs and preferences of today’s consumers.

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 ultimate guide to customer service

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The top three 2022 priorities for Customer Service teams to thrive in this new era of customer experience. Guides

2022 195

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.

It’s time for a Customer Service Culture Transformation to Customer CARE

Bill Quiseng

Is customer service the frontline? Are we called to duty on the frontline battling customers? So shouldn’t customer service be customer care? We are the Customer CARE team. We ACKNOWLEDGE each customer’s presence and value to us.

2022 159

Don’t offer customer service training. Develop your people with customer service education.

Bill Quiseng

Don’t offer customer service training. Training is the how and what of service. And the job of employees is to serve to satisfy the customer. The mission is to TAKE CARE of the customer. Instead, have customer service education.

2022 78

Mastering Omnichannel CX: A Success Guide

Companies with strong omnichannel strategies retain 56% more customers than those without them. Read this guide to learn what omnichannel customer service is, if it’s right for your organization, and how to make it successful so you can get a (very large) step ahead of your competitors.

20 motivational customer service quotes

GetFeedback

From customer service to customer satisfaction and loyalty, here are 20 quotes to motivate you to deliver a great customer service experience.

2021 195

7 New Technologies to Improve Customer Service in 2021

TechSee

In the last few years, the customer service domain has experienced an awakening with the rising awareness of the benefits of delivering a good customer experience. New Technologies to Improve Customer Service. Raise customer service efficiency with RPA.

2021 142

The Shortest Customer Service Keynote Speech Ever!

Shep Hyken

In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , I share a story about the shortest customer service keynote speech I’ve ever delivered. The shortest customer service speech ever …. “BE I’ve written about today’s topic before.

2021 114

5 Essential Features for Customer Service Success

Kayako

No matter how much information companies provide before the sale, most customers will still need help. The customer is king” is an old saying, yet it has never been more relevant than it is now. Unhappy customers can swipe left or click a button, and poof ! Customer Experience

2022 99

The Conversational AI Journey: What to Expect from Start to Finish

Speaker: Gary Davis, SmartAction CEO

Join us for this webinar as Gary Davis, SmartAction CEO, shares insights and best practices for implementing AI virtual agents in the contact center.

Customer Service Week Day 3!

Myra Golden Media

Day 3 of Customer Service Week was fun! I shared ten super-energizers that are fantastic for Customer Service Week and beyond! Customer Experience DesignOh, wow! If you missed the live event, no worries. We’ve got you covered with the replay below.

2021 119

6 Personalized Customer Service Examples

Kustomer

Expectations have become more complex and today’s customers expect to receive more than traditional customer service protocols. They now expect a streamlined customer service experience. Personalized Customer Service Examples to Implement.

2022 74

29 Customer Service Training and Coaching Tips

Stella Connect

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions.

What is customer service experience?

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Everything you need to know about the customer service experience and how to optimize it. Articles

2021 195

The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: your employees' relationships with each other, and with the company. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization.

Guest Post: 10 Ways to Improve Your Customer Service Team

Shep Hyken

He shares how you can improve your customer service strategy and team to take advantage of the benefits an exceptional customer service function has to offer. However, 65% of people now have higher customer service expectations. 6: Seek customer feedback.

2022 60

Your Guide to Delivering Quality Customer Service

Kustomer

No matter what line of business you’re in, it’s critical to pay attention to the quality of your customer service delivery if you want to keep your customers happy. Quality Customer Service, by the Numbers. How to Deliver Quality Customer Service.

2022 60

10 Customer Service Transformations That Can Overhaul Your Customer Experience

Micah Solomon

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Last week, I suggested quick wins that could improve your customer service and customer experience. Superior customer service depends on superior customer-facing employees; here’s an article of mine on how to get them.

2018 224

5 Top Customer Service Articles of the Week 6-28-2021

Shep Hyken

Each week I read many customer service and customer experience articles from various resources. America’s Best Customer Service Companies by Newsweek. My Comment: We start off this week with Newsweek’s list of America’s BEST customer service companies.

Everyone Is Accountable and Responsible for a Great Customer Experience!

Speaker: Bryan Horn, Founder, CS Solutions

If you've ever called a bank, cable company, or organization that thinks it's "too big to fail", you've probably run the customer service gauntlet: you start off with a seemingly simple request, and you call the customer service line. Once the general service rep hands you off, you're transferred to every department known to man. Further and further down the rabbit hole you fall, and each time you're transferred, the waiting room music plays longer and longer, and the person at the end of the line knows less and less about you and your problems. After the call, you've probably popped a blood vessel. Join Bryan Horn, author of The Customer Service Revolution and founder of CS Solutions, and learn how to master the warm handoff. Bryan will teach how to develop a culture of accountability so that all members of the organization are equipped to handle customer concerns and offer quick resolutions.

5 Top Customer Service Articles of the Week 5-9-2022

Shep Hyken

Each week I read many customer service and customer experience articles from various resources. Customer Experience Conundrum: Fix Bad Experiences or Make Good Ones Better? I like how this article makes us consider what will make the most positive impact on our customers.

2022 57

Customer Service Channel Planning Matters – Here’s Why

COPC

Service design will be a key component in managing customer contact, making it vital for organizations to plan their channel strategy. ?? Getting customer service channel strategy right can help organizations reduce operational costs and increase customer satisfaction.

2022 83

Customer Service In 2022: The Times They Are A-Changin’

Forrester Digital Transformation

since the pandemic began, and customer service organizations have managed the impossible: moving thousands of agents home practically overnight and rapidly deploying new digital channels, all while supporting millions of COVID-19-stressed customers. It’s been two years (!)

2022 81

Thanksgiving Week Special: A Recipe for Amazing Customer Service

ShepHyken

Always thinking about how everything in life ties to customer service, I wondered, “What is a good recipe for customer service?” Leadership defines the customer service and CX vision for everyone to follow.

2020 124

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.

The Gig Economy is Paving the Way for Agile Customer Service

TechSee

These gigs are often created to meet consumer demand via the real-time delivery of services. Brands and retailers have begun leveraging gig workers to ensure high-quality customer experiences while only staffing and paying for the actual work needed. The Gig Economy – Work On-Demand.

2021 158

Top Five Crushing Customer Service Replies | #CX #CustServ #PeopleSkills

Kate Nasser

For customer service excellence avoid saying these crushing customer service replies. The post Top Five Crushing Customer Service Replies | #CX #CustServ #PeopleSkills appeared first on KateNasser.com.

2021 101

Back to Class: Shep’s Law of Customer Service

Shep Hyken

Not only does this happen in physics, but it also happens in business, specifically when there is bad customer service or a bad customer experience (CX). So, with that, I bring you Shep’s Law of Customer Service , which is: . Then the customer has a bad experience.

2022 86

Five Low-Cost Ways To Improve Your Customer Service And Customer Experience

Micah Solomon

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. In honor of National Small Business Week ( #SmallBusinessWeek ), here are five highly effective, low- or no-cost ways to amp up the quality of your customer service experience. Train your employees to handle unhappy customers–and to win them back when things go wrong.

2018 229

Improving the Agent Experience: Top 6 CSR Complaints & How Omnichannel Solves Them

Your customer service agents are the voice of your brand and have a huge impact on every stage of the customer journey – and yet the agent experience is still often overlooked. Find out the top 6 CSR complaints at work and how you can resolve these issues with an omnichannel customer service platform.