Myra Golden

APRIL 10, 2017

The second meeting was a task force to look for ways to increase customer loyalty. George was a bright, energetic, proactive frontline customer service representative. At 2:30 I have a customer loyalty task force meeting. The results of this little exercise were profound. I called George into my office.

Call Center 73

Call Center Management Exercises Meeting 73

Service Untitled

SEPTEMBER 21, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Employing company vision in customer service training Cheryl September 21, 2010 Culture , Customer Satisfaction , Customer Service , Hiring & Training 1 Comment Every company needs a motivational vision; what you want your company to ultimately become.

Company 47

Company Customer Service Representative Customer Service Training Training 47

Service Untitled

AUGUST 5, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Working on customer service skills Cheryl August 05, 2010 Customer Service Experience , Hiring & Training , Little Things, Big Differences No Comments When a customer service representative delivers great customer service, there is less stress and less hassle.

Customer Service Representative 41

Customer Service Representative Customer Service Banking Exercises 41

Service Untitled

MAY 27, 2010

If a computer program could tell you such descriptive phrases as “Struggling to contain excitement,&# “Getting angry,&# or “Warm and fuzzy,&# you would know how to address each individual customer to maximize customer service excellence. The program can even tell if a customer is unlikely to buy.

Technology 41

Technology Customer Service Customer Service Representative Exceptional Customer Service 41

Service Untitled

APRIL 8, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Help customer focus with the right attitude Cheryl April 08, 2010 Behind the Scenes , Employees , Hiring & Training 1 Comment There are a number of factors that significantly affect how well a customer service representative is able to identify and help customers.

Customer Focused 41

Customer Focused Customer Service Representative Policies Training 41

Service Untitled

SEPTEMBER 9, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Help your customer service staff to help your business succeed Cheryl September 09, 2010 Behind the Scenes , Customer Service , Hiring & Training 1 Comment I was pulling into my office this morning when I heard a Zappos commercial on the radio.

Customer Service 44

Customer Service Customer Service Representative CRM Exercises 44

Service Untitled

JUNE 14, 2010

It is our willingness to show our customers that we really do care about them, and carry with this an unspoken pledge to respond to a customer’s request for information or help. Without accountability our customer service winds up with the grim consequences of empty promises, excuses and blaming others; most likely the customers.

Customer Service 41

Customer Service Customer Service Representative Culture Airlines 41

Qualtrics

SEPTEMBER 12, 2019

To be truly customer-centric you need to empower people at all levels of your organization to listen to the customer and act on insights. Find out how American Express built a world-class customer culture by using a broad spectrum of approaches from empowering employees to capturing and acting on customer insights.

Customer Centricity 24

Customer Centricity Culture Exercises Customer Service Representative 24

Service Untitled

MARCH 10, 2010

Service Untitled The blog about customer service and the customer service experience. The offbeat humor fits the quirky culture of Zappos. After all, CEO Tony Hsieh encourages his customer service representatives to make a Personal Emotional Connection.

Customer Service 41

Customer Service Entertainment Culture Exercises 41

Service Untitled

OCTOBER 12, 2010

Start from the beginning, and take it through the question period, the emotional aspect of the hurried customer, and what to say and how to say it. At the end of the training session, customer service representatives come away with existing approaches that work well and have had the opportunity to learn new points and share tips.

Customer Service Representative 41

Customer Service Representative Course Customer Service Training Training 41

ProProfs Chat

APRIL 2, 2019

However, you need to make it abundantly clear when agents should and should not ask for help or assign tickets to another customer service representative. Team building exercises may thus prove to be useful. This way, team members can pitch in whenever and wherever needed, and their contribution is clearly denoted.

How To 55

How To Net Promoter Score Exercises Fashion 55

Service Untitled

APRIL 30, 2009

Service Untitled The blog about customer service and the customer service experience. This idea can apply to customer service as well. The more each of your customer service representatives knows about what is going on at your company and with your products, the better decisions they can make.

Exercises 40

Exercises Customer Service Representative Culture CRM 40

SurveySparrow

MARCH 12, 2019

Getting feedback from customers is usually about collecting a bunch of data, usually just for market research and not always do you find companies making changes based on the feedback that is received, which makes it an open loop system. Creates a customer-oriented design. What is meant by closing the loop?

System 75

System Feedback Survey Touchpoint 75

Service Untitled

JULY 26, 2010

So Linda had to fight her way through the very confusing maze of hospital billing services, billing codes, insurance language, and way too few customer service representatives. Hospitals need to reconsider their role in customer service, and patients need to be related to as customers. At a local.

Hospitality 41

Hospitality Customer Service Representative Insurance Social Media 41

Service Untitled

SEPTEMBER 27, 2010

It becomes a finely honed combination of quantity and efficiency developed by knowledge of the product, understanding the needs of customers, training, and the support tools available to the customer service team.

Call Center 44

Call Center Exercises Customer Satisfaction Customer Service Representative 44

Service Untitled

JANUARY 15, 2010

The customer service representative would not honor her return, even though she had the receipt; he told her it was store policy “no box – no return.&# How could this entire situation been avoided and the customer’s anger diffused? Explain to the customer what can be done to rectify the situation.

How To 42

How To Customer Service Representative Exceptional Customer Service Exercises 42

Talkdesk

JUNE 3, 2016

Scaling culture. Customer service and culture are one and the same. Customer service is driven by the culture of the company, and the culture of the company is driven by who you hire. Award-winning service. CEO and senior officers teach culture for a full day. They scale together.

NPS 40

NPS Culture Exercises Customer Service Representative 40

Service Untitled

APRIL 6, 2010

If customer service telephone personnel have been taught just to deliver identical conversations and not have the ability to capitalize on their own personal styles, chances are the needs of the consumer are not being addressed. Never get angry with a customer.

Customer Service 41

Customer Service Customer Service Representative Airlines Exercises 41

Service Untitled

JUNE 30, 2010

When dealing in customer service, the importance of call centers and emails make profound impressions, however the interaction is generally private; that is between the customer service representative and the customer. You can follow any responses to this entry through the RSS 2.0

Social Media 40

Social Media Customer Service Customer Service Representative e-support 40

Service Untitled

OCTOBER 6, 2010

Service Untitled The blog about customer service and the customer service experience. Let’s also assume that the customer can identify the mood of a customer service agent by their pace, volume, inflection, intensity, and even attitude whether it is over the phone or in person.

Exercises 43

Exercises Customer Service Representative Culture Sales 43

Service Untitled

OCTOBER 25, 2010

Now we have progressed to a Social Customer Relationship Management (Social CRM) which takes us from the original CRM and now adds new communication channels via the social web to concentrate on better customer relationships. Happy customers (in my opinion) = more referrals and as a result easier sales.

CRM 44

CRM Social Media Customer Relationship Management Customer relationships 44

Service Untitled

JULY 7, 2010

Classroom instruction, live training, coaches and coaching while directly responding to customers help representatives capture the mood of the customer and be better equipped to listen and know how to respond. The first stage of Relationship Care concentrates on existing employees and increasing their training by 20%.

Customer relationships 43

Customer relationships Hospitality Social Media Exercises 43

Service Untitled

JUNE 8, 2010

Service Untitled The blog about customer service and the customer service experience. I have noticed in my own experience that Enterprise offices have been run down with less than stellar customer service representatives. You can buy it here.

Customer Expectations 41

Customer Expectations Entertainment Exercises Customer Service Representative 41

Service Untitled

OCTOBER 4, 2010

One Response to “Personal shoppers now part of Lands’ End customer service&# Kathy Clark said: Oct 10, 10 at 9:26 pm What a great concept! It will be interesting to hear how this works! Thanks for sharing!

Video 41

Video Exercises Retail Customer Service Representative 41

Service Untitled

AUGUST 24, 2010

Ranting only raises your blood pressure, but biting your proverbial tongue, and adjusting your attitude, gratitude, and patience can make the difference in an otherwise very unsatisfactory customer experience. The most important aspect of effective complaints is to be specific when speaking to a customer service representative.

Poor Customer Service 45

Poor Customer Service Hotels Travel Course 45

Service Untitled

MARCH 31, 2010

They need to be hired because they can not only do the job, but be able to deal with the customers – just like any other consumer oriented position. What would be the results if a company used representatives who insulted, assaulted or told customers to “die&# on the road?

Transportation 41

Transportation Travel Customer Service Training Exercises 41

Service Untitled

MARCH 22, 2010

Service Untitled The blog about customer service and the customer service experience. A well trained customer service representative from a reputable retail store can add lots of value to the hospitality industry. Seems like they’ve developed a system that many companies should follow.

Customer Service 41

Customer Service Policies Video Culture 41

Service Untitled

MAY 20, 2010

The listening skills are to be just like any responsible customer service representative would do: Listen carefully to the patient’s entire story and what is their dissatisfaction specifically. If you argue or offer an opinion before the patient finishes their story, it will create more of an argument.

Wait Times 41

Wait Times Social Media Exercises Customer Service Representative 41

Service Untitled

AUGUST 30, 2010

Building customer service for your eBay business My friend Linda is a power-seller of long-standing on eBay. Customer service tips for e-commerce business Many of us prefer to shop online. 4 Responses to “Improve small business customer service with a personal touch&# Glenn said: Aug 30, 10 at 7:35 pm Hmmm.

Social Media 42

Social Media e-support Customer Satisfaction Exercises 42

Service Untitled

MAY 12, 2010

I don’t know, but that employee cost this company future customers. Don’t argue with customers. Try to have real people answer phone calls , and before a customer service representative answers the phone, ask the employee to smile. Employees have to be cooperative and flexible.

Poor Customer Service 41

Poor Customer Service Customer Satisfaction Exercises Customer Service Representative 41

CSM Magazine

MAY 23, 2023

To effectively address the needs of vulnerable customers, businesses must adopt strategies that are tailored to individuals’ specific situations. This includes creating awareness among employees of common vulnerabilities and instilling empathy and understanding throughout the company culture.

Tips 52

Tips Policies How To Guidelines 52

CSM Magazine

MARCH 22, 2016

All the stressful time I had spent either as a Customer Service Representative (CSR), supervisor, manager or director – this statement made perfect sense to me. The process that I just outlined promotes autonomy and a strong sense of ownership within your team while being a great team-building exercise to boot.

Call Center 40

Call Center Exercises Customer Service Representative Wait Times 40

SurveySparrow

MAY 29, 2020

How do you want your customer service representatives to respond to any complaints? Give them a copy of the brand voice guidelines and ask them to complete this exercise. You need to be consistent in using it, otherwise the entire exercise is a waste of time. Formally or with a playful tone?

Brands 52

Brands How To Social Media Guidelines 52

Magellan Solutions

APRIL 4, 2024

But these agents aren’t just ordinary customer service representatives. They’re highly trained and knowledgeable individuals who are well-versed in your products, services, and processes. As our CEO, Fred Chua, says, “Our people-centric culture and streamlined processes showcase our dedication.

Wait Times 52

Wait Times Guidelines Exceptional Customer Service Competitive Advantage 52

Service Untitled

AUGUST 26, 2010

Part one includes an introduction to Doria and her background with American Express, a quick overview of the different service centers that American Express has around the country, and some information on how American Express hires and trains its customer service representatives (called Customer Care Professionals).

Customer Care 42

Customer Care Call Center Customer Satisfaction Training 42

Service Untitled

MARCH 26, 2010

Customer focus challenges a company to adjust certain aspects of an organization to align with customer values through new strategies, organizational design, business processes, performance measures, information and support.

Customer Focused 42

Customer Focused Training Groups Customer Retention 42