Discussing Culture and the Service Culture Handbook with Jeff Toister

Creating a Customer Service Culture with Jeff Toister

Discussing Culture and the Service Culture Handbook with Jeff Toister

In this installment of our “Expert Interviews” series on YouTube, I interview Jeff Toister.

Jeff is the author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. He has also authored customer service training videos on Lynda.com including Customer Service Fundamentals and Leading a Customer-centric Culture.
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"The Customer Is Always Right" -- Really? | Person about to shoplift

The Customer Is Always Right — Really?

"The Customer Is Always Right" -- Really? | Person about to shoplift

This blog post is excerpted from Chapter 1 of Be Your Customer’s Hero: Real-World Tips and Techniques for the Service Front Lines.

Let’s start with a quiz. It’s a simple one. Just fill in the blank in this sentence: The customer is always ___.

If you’ve worked in customer service, one word will almost certainly come to mind to complete the phrase. It’s the phrase that has been drilled into our heads, for better or worse, since our  rst exposure to customer service.

And let’s be real—none of us are particularly fond of it.

At a recent conference, I struck up a conversation with a front-line service rep. When I mentioned that I was writing a book on customer service, the first words out of his mouth were, “What do you think of the saying, ‘The customer is always right’”? Read more

How Employee Empowerment Really Works | Manager with employee

How Employee Empowerment Really Works

How Employee Empowerment Really Works | Manager with employee

Employee empowerment can take many forms; however, at it’s most fundamental, it can be broken down into two types: actual and psychological.

By its nature, empowerment starts at the top. Empowerment must first be given by those who have the power to do so. This is actual empowerment, the granting of increased roles, responsibilities, and authority.

Then it must be embraced by those who have been given greater authority. This is psychological empowerment, how employees feel about using the powers they’ve been granted. Read more

Is Your Customer Service Consistent? | Factory Inspector

Is Your Customer Service Consistent?

Is Your Customer Service Consistent? | Factory Inspector

Consistency is one of the greatest challenges in customer service. Whether you are a solopreneur or a Fortune 500 company, consistency can be hard to get your arms around.

Consistency is hard because it takes effort and discipline, not only on the individual level but on the much trickier team level. For example, in the video below, I tell the story of one of my favorite restaurants that used to have its servers write personalized or creative notes on napkins and tickets.

This practice was a regular one for awhile, then it stopped. While the gesture was an ancillary touch (the absence of which was certainly not going to make me stop eating there), I certainly noticed when it didn’t happen. Read more

The Importance of Onboarding Employees | Employee Handbook

The Importance of Onboarding Employees

The Importance of Onboarding Employees | Employee Handbook

Onboarding employees is an extremely important and often neglected practice.

All too often employers simply show new team members where the paper clips are and how to use the computer system, but they don’t show them the organization’s service standards or how to treat customers.

The first days on the job are often no different than the employee’s total experience, a lack of training lies at the heart of many challenges they face.  Onboarding a new employee should represent a microcosm of everything you want from not only your relationships with your employees but also their relationships with your customers. Read more

What Great Brands Do with Denise Lee Yohn | Bright Penguin

What Great Brands Do

What Great Brands Do with Denise Lee Yohn | Bright Penguin

I had the pleasure to catch up with my friend and brand expert Denise Lee Yohn at Medallia’s recent Experience 17 conference (to which Medallia provided me a free ticket). Denise spoke at the event about the key concepts in her book What Great Brands Do.

Denise’s seven tenets of what great brands do are as follows: Read more

When Sales Does Service on Social with Phil Gerbyshak

When Sales Does Service on Social with Phil Gerbyshak

When Sales Does Service on Social with Phil Gerbyshak

In this installment of our “Expert Interviews” series on YouTube, I interview Phil Gerbyshak.

Phil Gerbyshak teaches sales people and leaders to position themselves as an expert in their niche to up their influence, impact and income. He is one of the people who teaches social and truly walks the social talk.

In this interview, we chat about how salespeople must understand that social media is a service channel, who owns customer service in the organization, and service as a software CRM systems.
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5 Qualities of Great Customer Service Managers

5 Qualities of Great Customer Service Managers

5 Qualities of Great Customer Service Managers

What are the qualities of a great customer service manager?

Those who manage customer-facing teams need a broad range of not only qualities but skills. They need to be great at motivating, coaching, and managing their teams, and they have to be ready to jump into the fray to handle the issues that their teams can’t solve and to work with the customers that their teams can’t satisfy.

To be a customer service manager is to be part manager and part super service rep. They need the same characteristics that their customer service reps need and then another skill set on top of that.

A great customer service manager can be the difference between a team that creates Hero-Class® customer experiences and one that gets by with minimal effort and unremarkable results. Read more

Leaning Into Customer Loyalty with Adrian Swinscoe

Leaning Into Customer Loyalty with Adrian Swinscoe

Leaning Into Customer Loyalty with Adrian Swinscoe

In this installment of our “Expert Interviews” series on YouTube, I interview Adrian Swinscoe.

Adrian is a customer experience consultant and advisor. He is the author of How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing (Pearson) and has worked with brands such as Shell, FT and The Economist Group.

Adrian’s book How to Wow covers a variety of customer experience principles touching on everything from customer complaints to effortless experiences to customer loyalty, all of which we cover in this interview. Read more

10 Lessons from 200 Customer Service Podcast Episodes

10 Lessons from 200 Customer Service Podcast Episodes

10 Lessons from 200 Customer Service Podcast Episodes

It has been an exciting time for our customer service and customer experience podcast, Crack the Customer Code. We recently crossed the 200 episode threshold, hit #4 in the business category on Overcast.fm, and doubled our listenership in the last month.

We’ve had some fantastic discussions and amazing guests, and I thought this would be a great time to look back at few of the lessons from the first 200 episodes.

Here are some tweetable, customer service lessons from just a few of the amazing podcast guests we’ve had on Crack the Customer Code. Read more