Category Archives for Customer Service Blog
Starting a Culture of Customer-Focused Innovation
Innovation in customer experience is all too often either not talked about or not prioritized. When innovation is addressed, it is most commonly approached through the lens of technology. Certainly, much
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Our New Business Book Review Series: One Win Book Reviews
Welcome to our new series, One Win Book Reviews. The goal of One Win Book Reviews is to take the best books from customer experience, customer service, business and related fields and share a single powerful
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Adam Toporek’s 3S Customer Service Process
I find it powerful to use processes as teaching tools. Processes help people remember the steps they need to take when executing a strategy — they give a framework for success. In Be Your Customer’s
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The Worst Way to Call a Customer
A well placed call to a customer can be one of the most valuable forms of communication in today’s business environment. When you make a sincere, customer-focused outbound call, you are using one
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It’s Never too Late to Win with Customer Experience: The Comcast Turnaround
DISCLAIMER: Back in October, I (and other CX leaders) received a trip to Comcast’s amazing new Technology Center. I was not compensated in any way for my participation. Comcast covered the costs
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The Customer Experience New Year Not To Do List
When it comes to customer experience and customer service, one of the great traps many organizations face is simply trying to do too much at once. In today’s constantly evolving, hyper-competitive
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Lead Like a Sales Warrior with Jason Forrest
In this installment of our “Expert Interviews” series on YouTube, I interview Jason Forrest. Jason Forrest empowers professionals and executives to unleash their human performance and master their
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8 Essential Tips for Multilingual Customer Service
Guest Poster: Elisa Abbott The following is a guest post from Elisa Abbott. Elisa Abbott is a freelancer whose passion lies in creative writing. She completed a degree in Computer Science and writes
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When Employees Misuse Their Authority Over Customers
An interesting dynamic occurs with certain customer service roles. Those charged with providing service to customers also have responsibilities that require they control the customer. The customer-facing
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How to Get Your Team to Deliver Consistent Customer Service
In Be Your Customer’s Hero, I laid out the elements of Hero-Class® service: Meet and, whenever possible, exceed expectations. Provide a hassle-free, frictionless experience. Do both of the above consistently. In
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