Category Archives for Customer Service Blog
Amazing Customer Service with Shep Hyken
In this installment of our “Expert Interviews” series on YouTube, I interview Shep Hyken. Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations.
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Why Self-Confidence Matters in Customer Service
One of the most overlooked aspects of great customer experience is the self-confidence of those who work with customers. Self-confidence is important because it is inextricably tied to competence. When frontline
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How to Calculate Customer Retention Rate
Analyzing customer retention can be a tricky business. What matters most? Retained customers or retained dollars? How much do losses matter if they are offset by acquisition? Who is being churned —
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Creating a Customer Service Culture 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
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The Customer Is Always Right — Really?
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
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How Employee Empowerment Really Works
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
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Is Your Customer Service Consistent?
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
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The Importance of Onboarding Employees
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
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What Great Brands Do
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
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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
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