Category Archives for Customer Service Blog
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
More...
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
More...
5 Disastrous Mistakes when Dealing with Difficult Customers
Let’s just say it right here at the start — dealing with difficult customers stinks. Having provided customer service training to thousands upon thousands of people at all levels of organizations,
More...
The Fusion of Brand and Culture with Denise Lee Yohn
In this installment of our “Expert Interviews” series on YouTube, I interview Denise Lee Yohn. Denise Lee Yohn is the go-to expert on brand leadership for national media outlets, an in-demand speaker
More...
3 Psychological Triggers to Prevent in Telephone Customer Service
This blog post was sponsored by my friends at Customer Contact Week. If you’re a contact center leader, make sure to check out this incredible event happening in Las Vegas on June 18-22, 2018. You can
More...
Be Attentive, but Don’t Hover Over Customers
In the past decade or so, the term helicopter parent became popular as a description of a parent who constantly hovers over his or her children, overprotecting them and microparenting. Similarly, a
More...
Remove the Weak Links in Your Customer Experience: Part 1
As a customer, there are few things more disappointing than having a great customer experience and then having it undone later by a different part of the organization. As a leader, there are few things
More...
Why Customer Service Training Is Essential
WHY CUSTOMER SERVICE TRAINING IS ESSENTIAL Every organizational leader wants their teams to provide great customer experiences. They put “the customer comes first” on their company posters, they
More...
Will You Compete on Customer Experience in 2018?
In 2015, Gartner released its report saying that 89% of organizations planned to compete on customer experience in 2016. But what does it mean to compete on experience? We know that customer experience
More...
3 Examples of How to Easily WOW Customers
If you’ve studied customer service at all, you’ve certainly heard of WOW moments, those moments of extraordinary service that make an impression on customers. While these over-and-above moments are
More...