5 Habits of Exceptional Customer Service Managers

CSM Magazine

What separates great customer service managers from others with similar training? The best customer service managers (CSMs) are masters at multitasking. Most importantly, they ensure customer satisfaction whether face-to-face, over the phone, or through email.

Three Truths of Exceptional Customer Service

Customer Enthusiast

Most people don’t choose to deliver poor customer service; they just don’t choose to deliver exceptional customer service. Most are content to simply occupy a customer service role and execute their job functions, blissfully unaware of the opportunities they forfeit daily to demonstrate exceptional customer service behaviors. The post Three Truths of Exceptional Customer Service appeared first on Steven Curtin.

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Inspire Exceptional Customer Service

Customer Enthusiast

The way you inspire employees to provide exceptional customer service is to reveal the totality of their job role and connect their daily job responsibilities to a credible, enduring organizational purpose. It brings to mind organizations that “invest” annually in Customer Service Week hoopla to shift the focus toward customers and customer service for one week out of the year in October.

Customer Satisfaction Is the Enemy of Exceptional Customer Service

ShepHyken

A twist on this excellent concept is that, “Good is the foundation of exceptional.”. A good customer service experience is doing what you are supposed to do. Beyond satisfactory – and beyond good – is an exceptional customer service. And, according to Nate Spears, the Chief Operations Officer and Co-Founder of ClearSource, exceptional customer service is anything you do beyond that is better than just good.

11 Examples of Exceptional Customer Service From Companies That Walk the Walk

Promoter.io

At one point or another, most of us have had an experience with a company that we would classify as exceptional customer service. The post 11 Examples of Exceptional Customer Service From Companies That Walk the Walk appeared first on Promoter.io Case Study Customer Success Featured GeneralMaybe it was a pizza restaurant that threw in an extra order of breadsticks to show you that they appreciate your repeat business.

Kustomer Talks Exceptional Customer Service at CCO

Kustomer

Customer experience leaders are coming together next week in Atlanta to learn and network with peers, and understand trends and best practices in their field. It’s Chief Customer Officers, USA 2020 , and Kustomer will be there to deliver the keynote on how technology can enable omnichannel, personalized customer service. Placing the customer at the center of any organization has never been more important.

Recognizing exceptional customer service behaviors

Customer Enthusiast

During a recent Q&A session, I was asked this question: “How do you inspire employees to continue to offer excellent customer service when they are not recognized by supervisors when they do?”. Employees’ performance should be consistently managed, whether related to their technical knowledge/skills or customer service behaviors. in response to the customer’s request rather than, ‘No problem’.”). Customer Service Employee Engagement Enthusiasm at Work!

5 Steps to Delivering Exceptional Customer Service While Working from Home

Smarter CX

Furthermore, companies that support remote work have 25% lower employee turnover (an issue that many service departments face) than those who don’t. Telework can be a win-win for both service organizations and their employees. Service leaders considering moving their teams remote should specifically assess internal leadership, culture, and agent resources. Culture is the backbone of great service, and it pervades every experience your agents have with customers.

Why Metrics Aren’t Everything for Delivering Exceptional Customer Service

Joe Rawlinson

In the last decade, there has been an influx of customer experience platforms that all offer the ability to capture data and give actionable insights to deliver exceptional customer service. Without a doubt, these platforms provide metrics that produce valuable guidance when it comes to customer retention, average handle time, first call resolution , service levels, response times, and even customer churn. Customer Service guest post

Set the tone for exceptional customer service!

Customer Enthusiast

Earlier this year, Software Advice, an online firm that reviews customer service software, published a new study , based on responses from more than 2,000 consumers, that examines the impact of a support agent’s tone and language on customer satisfaction. This sentiment changed dramatically when consumers were denied a request, however, suggesting that customers expect help desk agents to adapt their tone to the situation.

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This is What Exceptional Customer Service Looks Like In 2018

Comm100

It’s 2018, and customer expectations are changing faster than ever. While some businesses have struggled to withstand the shifting tides, others have reacted in a timely enough fashion to keep up (at least minimally) with changing customer expectations. In other words, why invest in chasing after customer expectations when you could be shaping those expectations yourself? This blog post is not about the top customer service trends to watch out for in 2018.

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4 Steps to Give Exceptional Customer Service

CSM Magazine

Each and every person in your organization has the opportunity to create a positive impression on your customers — to impact their experience and potentially convert them from a lukewarm satisfied customer to a red-hot loyal customer. From full and properly stocked shelves, to offering a friendly smile, or guiding a customer to a sought after product, the way you treat your customers will determine whether they return, or move on to the competition.

Everything You Have To Know About Exceptional Customer Service

LiveChat

The companies that win customers’ hearts have a couple of things in common: great quality of their products, their own brand identity, and exceptional customer service. In this post, I’ll show you what the most important customer service traits for your customers, for your business and for your revenue are. #1. Exceed your customer’s expectations. There is a huge difference between being customer-focused and customer-centric.

The Downton Abbey Guide to Exceptional Customer Service

LiveChat

But although Downton Abbey guides us through the stormy times of change, it also proves that there is one thing that did not change since then: the value of extraordinary customer service. The Grantham’s family hires the best employees who are proud of being in service. Here’s what we could learn from Mr. Carson’s team about exceptional customer service. A solid training is the foundation of great customer service.

5 Steps for Hiring Exceptional Customer Service Agents

Win the Customer

There’s an immense difference between aspiring to deliver exceptional customer service and actually delivering winning customer service. The right team can make the biggest difference in exceptional service experiences. Every time I review customer submitted feedback, I always look for key terms that establish patters for successful customer service interactions or potential negative trends in customers’ experience.

Exceptional customer service doesn’t happen by chance; it happens by choice

Customer Enthusiast

Last week I was interviewed for a customer service podcast. During the interview, I was asked for my definition of customer service, which I shared: Customer service is a voluntary act that demonstrates a genuine desire to satisfy, if not delight, a customer. Employees choose daily – even minute-by-minute within their workdays – the extent to which they will offer exceptional customer service.

How to Deliver an Exceptional Customer Service With Your Contact Centre

CSM Magazine

The trends and challenges impacting contact centre people, processes and technology, illustrated with case studies and in-depth Interviews with customer service leaders. We have come a long way within the customer service industry since Automatic Call Distributor (ACD) technology in the 1960s. Customer service agents are the brand representatives your customers engage with. Customer Service Articles

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5 Top Customer Service Articles For the Week of February 24, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Customer service drives loyalty for Amazon-owned Zappos by Tabitha Cassidy. Digital Commerce) The recently revamped VIP program Zappos launched has helped the Amazon-owned retailer build stronger customer loyalty and increase conversion. The Next Big Thing in Customer Experience: Frictionless Returns by Poornima Apte.

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Amazing Business Radio: Nate Spears

ShepHyken

Nate Spears on Providing Exceptional Customer Service. Shep speaks with customer service evangelist and Chief Operations Officer and Co-Founder of ClearSource, Nate Spears, about providing exceptional customer service. Nate defines the meaning of an exceptional customer experience and explains how it’s not as hard as you think to go above and beyond for your customers. How do I provide an exceptional customer experience?

2016 101

Amazing Business Radio: Cameron Mitchell

ShepHyken

Putting People First to Achieve an Exceptional Customer Experience. They discuss Cameron’s customer service philosophies and his new book, Yes is the Answer! Rather than putting the guests/customers first, put your employees first. This sets up a triangular relationship: you take care of your employees, your employees take care of your customers, and your customers take care of your company. “Yes” is the Answer; What is the Question?

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Amazing Business Radio: Peter Shankman

ShepHyken

Peter Shankman Shares Tips on How to Create Loyal Customers – and Much More! They share stories about some exceptional customer service experiences and how to create loyal fans. Peter shares tips from his bestselling book on customer service, Zombie Loyalists: Using Great Service to Create Rabid Fans. How can I increase customer loyalty, and therefore gain loyal customers? How do I provide better customer service?

2016 97

Service Untitled» Blog Archive » Exceptional Customer Service.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Exceptional Customer Service Starts at the Top – Are You Setting a Positive Standard? He’s likely found in one of his franchise stores, working on his laptop, watching the servers create happy caffeinated moments for customers.

2010 40

Guest Blog: 3 Key Principles for Customer Satisfaction

ShepHyken

This week we feature an article by Nathalie Herrman who writes about three key principles that are at the root of all great customer service. She also reminds us that the customer experience begins with the employee experience. – Shep Hyken. At the root of all great customer service are three key principles, seems to me, and none of them particularly complex: authenticity, empathy, and integrity. Exceptional customer service isn’t rocket science.

7 Ways to Provide Exceptional Customer Service for E-commerce [INFOGRAPHIC]

Win the Customer

Customer service is critical in the on-going relationship between customers and service providers, especially those primarily interacting with customers online. With the rise of social media contact channels, e-commerce companies need to undestand, embrace, and innovate with these new customer communication methods. AS they do, they’ll see improved relationships with customers and enhance their online […].

Assessing your Contact Center Solution

NICE inContact

Aetna’s Bill Jetter, President of Medical Transition Services, shares his thoughts and experiences on vendor assessment and Aetna’s pursuit of exceptional customer service. Call Center Best Practices Advantages of the Cloud Customer Experience

Assessing your Contact Center Solution

NICE inContact

Aetna’s Bill Jetter, President of Medical Transition Services, shares his thoughts and experiences on vendor assessment and Aetna’s pursuit of exceptional customer service. Call Center Best Practices Advantages of the Cloud Customer Experience

What makes good customer service?

Customer Enthusiast

A journalist recently contacted me, posing a single question: “What makes good customer service?”. This was my response: Let’s start with a definition: Customer service is a voluntary act that demonstrates a genuine desire to satisfy, if not delight, a customer. Act: Service is a verb, requiring action. Demonstrates: Exceptional customer service reflects job essence, a service provider’s highest priority at work, in words and actions.

2017 59

Work-from-Home Contact Center: See the Full Picture with Interaction Analytics

NICE inContact

This is a lot to handle while also maintaining exceptional customer service outside of the traditional contact center. Over the past few weeks, most contact centers have transitioned some or all their agents to a work from-home environment—no easy task. First agents had to be set up with the tools and technology to be productive in their new setting. Once agents were home and safe, priorities shifted to keeping them engaged and productive.

5 Factors to Consider Before Picking an Outbound Call Center Service

Win the Customer

Many businesses use outbound call center services in order to keep up with customer needs while still delivering an exceptional customer service experience. Call Center Customer Service Management Technology

2014 99

5 Ways to Grow Your E-commerce Using Customer Service

Kayako

If you to run a successful e-commerce store then exceptional customer service, customer satisfaction, and retention are essential. Having a well-defined customer service strategy in place can no longer be an afterthought. Below you can find five ways the largest e-commerce companies are boosting their sales through providing world-class customer service. Customer experience

Work-from-Home Contact Center: See the Full Picture with Interaction Analytics

NICE inContact

This is a lot to handle while also maintaining exceptional customer service outside of the traditional contact center. Over the past few weeks, most contact centers have transitioned some or all their agents to a work from-home environment—no easy task. First agents had to be set up with the tools and technology to be productive in their new setting. Once agents were home and safe, priorities shifted to keeping them engaged and productive.

3 Critical Customer Service Disasters That Totally Are Preventable

Win the Customer

The 2014 Global Customer Service Barometer by American Express found that 74% of Americans spent more money with companies that had previously provided them exceptional customer service. The survey also found that customers are far more likely to tell friends about negative customer experiences than positive ones. Call Center Customer Experience Customer Service

2015 107

The 5-Step Process To Outsource Your Contact Center with Advantage Communications

Advantage Communications

No matter the size of your business, what industry you serve, and whether you sell a product or service, your customer reputation relies heavily on delivering exceptional customer service that delights your clients. This is why outsourcing your customer service to a contact center can revolutionize your business.

Proactive Customer Service Leads to Improved Experience

Win the Customer

Anticipating needs, learning about the customer and listening to your employees are all keys to customer service success. Are you ready to take your customer service from reactive to proactive? Providing exceptional customer service goes beyond reducing call center wait times or diffusing conflicts with angry customers. If you’re ready to improve your customer service, […].

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Top 5 Benefits of Unifying and Automating an Agents Desktop

Jacada

Today, companies are increasingly adopting new strategies to improve the customer experience and profitability while lowering operational costs. Desktop automation is one such strategy, as it removes the barrier that the myriad of existing applications can present to a call center agent trying to deliver exceptional customer service, and thus empowers agents to provide faster, more personalized service to every customer, all while increasing operational efficiency.

2017 46