In customer service, the importance of listening actively to customers is often understated. When service reps fail to pay attention to what customers are trying to communicate it leads to frustration and dissatisfied customers. In a call center, listening is even more important as there are no visual cues to help the service rep decode what the customer is trying to say. Continue reading Hilarious Call Center Recording – Computer Problem
Educating customers is something businesses can benefit from, but most shy away from it due to false assumptions such as – the belief that a more educated customer will be less loyal or ‘know too much’. It’s time to let go of these assumptions and truly empower your customers with knowledge and insights that help them understand your products and how it can be of value to them. Continue reading Educating Your Customers: The Benefits & How To Achieve It
Ambience is important in your customer’s experience, the customers will form an impression of your business based on the ambience of your offices & outlets, this impression can either be positive or negative and will ultimately have an impact on their overall experience with your brand (CX). Continue reading Why Great Ambience Is Important In The Customer Experience
“One afternoon at a shopping mall during the busy Christmas season, a consultant ventured into an athletic shoe store to buy some new running shoes. This particular consultant actually specialized in retail. He consulted both for retailers trying to improve their operations, as well as for manufacturers trying to sell their wares in to retailers and retail chains. So whenever he went out on his own to buy anything he was always an observant shopper.
I recently stumbled upon this email written by an angry customer to his bank on reddit. The reason for the customer’s displeasure was over an event that had occurred years before! This customer doesn’t forget, and he doesn’t forgive easily.
- A few years ago Kelly Drake and United airlines caused a media frenzy after the airline went out of their way to ensure they were able to satisfy his need. This airline customer service story will warm your heart.
The American Customer Satisfaction Index (ACSI) Finance and Insurance report has just been released, and this year’s report indicates an overall improvement in customer satisfaction for Banks & Insurance companies in the United states.
Suppose you walked into your favorite bar on Friday, and notice new chairs, tables, security and a queue guide (that’s right, a queue guide). After you’ve spent a few minutes on the queue, it’s finally your turn to order your drinks! but there’s something not right about the type of service you’re getting on this day.
Cumbersome approval processes make delivering great customer experiences an uphill task. When front line service reps are not empowered to resolve customer complaints, it results in longer processing time, impatient customers and frustrated employees who have to manage the customer. The longer it takes for the request to resolved, the poorer the experience becomes. Continue reading Steps To Empowering Your Front-line Service Team
This is the 2nd (and final) blog in my current series on the topic of Success Tips In A Customer Service Career. If you missed Part 1, read it here.
Here are 4 more tips that will help you make the most of your career as a customer service professional.