Customer experience is now winning the leadership race to become the main business differentiator. Hence, the need to create a strong customer service team which will enable the delivery of great customer experience. The need is becoming more acute and palpable.
According to Gartner, by 2017, 50% of consumer product investments will be redirected to customer experience innovations. Undoubtedly, some of them will be directed to improving the customer service agent training. After all, 78% of consumers agree that competent customer service reps are most responsible for happy customer experience.
Good training not only boosts productivity, but ensures a higher quality of customer service, which leads to more satisfied customers, increased customer loyalty, and happier employees as well. The benefits are innumerable. >>>
There’s a way to do it better – find it. Thomas A. Edison
According to Gallup survey 70% of American workers do not reach their full potential and get stuck at work. In most cases they are emotionally disconnected from their companies and feel they are not heard and noticed. Very often employees invest their time and money in professional development to better fit their positions. However, their effort comes unnoticed and just taken for granted. This in turn reduces employees performance and their desire to improve and grow. “Why should I waste my effort” – your employee will think and continue working without inspiration. Though it may seem that such mood will do no harm to your organization we all know this is wrong, especially if your team deals with customers on a daily basis.
The right motivation and inspiration of your customer service team will help your company to stay ahead of the competition. When your brand is recognized not only for its products quality but also for its superior customer service, this means a lot. There is always a room for improvement. You just need to keep moving forward and find a better way. In this blog post I would like to share five tips that will help you to inspire your customer service team and improve your employees performance. >>>
Coming together is a beginning. Keeping together is progress. Working together is success — Henry Ford
What are the most important factors contributing to customer service team success? Are there any secret ingredients, tips or strategies world’s leading customer service teams run on? What are the traits top high-performing customer service teams have in common? Can you develop or apply them to build an extremely productive, passionate and tight-knit team of your own?
This blog post is the first in the series that puts together some examples of great companies known for awesome customer service, as well as advice from customer service thought leaders. Hope there’s a thing or two that you consider useful, inspiring and worthy to follow. >>>
“Customer experience is now clearly at the heart of digital transformation, and digital is at the center of that customer experience,” said Anatoly Roytman, managing director at Accenture Interactive and global digital commerce lead. “But many companies have considerable ground to cover on their path to becoming digital enterprises.” >>>
The automotive body repair shop is typically a dusty, smelly, male-dominated facility. Since the beginning of time this industry has been labeled as untrustworthy, legitimizing the status quo of caveat emptor.
Only recently have shops been trying to revolutionize the trade by offering clean facilities, wi-fi, coffee and play areas for kids. Some, like Toronto-based Hilary Ann started a crowdfunding campaign and subsequently launched an all-female auto body shop, Ink & Iron Automotive. Her business got every auto body shop in the city curious and talking about the changes it would bring. In other words, a single business can raise the expectation bar and disrupt the entire industry – forcing others to either adapt to new conditions or see demise.
Live Chat is quickly gaining popularity all over the world, but many business owners are still not sure if it’s the right solution for their customer service needs. Many of them believe that traditional customer service channels like phone and email are quite enough to handle their customer interactions and keep their business competitive.
It’s no longer enough, actually. Modern technology keeps evolving at a rapid rate, and ‘this is how we do things’ is no longer an effective strategy for customer service, whatever your business is. Today’s online consumers are changing quickly, as well as their expectations and preferences. And to keep up with the pace, your people need best tools at their disposal. How about taking the next step and investing in an innovative tool to make your team more efficient and effective? >>>
Inefficiencies in customer service affect not only the company’s profits and image, but contribute a lot to customer frustrations.
Spring time always feels like a proper time for cleaning. Let’s take this opportunity to clean the relationships with our customers.
There are 6 major pain points that consumers all over the world are complaining about. The 2015 Parature’s Report on the Global State Multi-Channel Customer Service beautifully highlighted them all. >>>
No matter how hard we try we simply cannot please 100% of the people 100% of the time, that’s why customer complaints are inevitable in customer service. Whatever the problem might be, the way you address unhappy customers and handle their complaints can have a major impact on your company’s reputation.
Obviously, ignoring complaints and failing to resolve them can make your customers leave and spread negative word of mouth. On the bright side, 56%-70% of the customers who complain to you will do business with you again if you resolve their problem. If they feel you acted quickly and to their satisfaction, up to 96% will do business with you again, and they will probably refer other people to you. >>>
These days, the phrases “go above and beyond for the best customer service experience”, “the customer is always right” and “the customer is king” have become one of the most cliched and repeated in marketing. Business owners, marketing directors and managers across-the-board keep on being focused on delivering over-the-top customer service experience. And yet, poor customer service still exists and unfortunately seems all too common. Are we perhaps overlooking some fundamentals in the pursuit of excellence? >>>
In today’s blog I would like to speak about efficiency in customer service, to look at this subject from personal experience.
I think this is the question that naturally rises within when you understand your full responsibility for your work, for how you and your customers are going to experience it and what results you are going to produce.
When you start noticing your inefficiencies and honestly acknowledge them, at the same time you begin to ask yourself, how do I make myself more efficient?
It seems that the biggest hurdle to greater efficiency is one’s psychological state, which can block your progress in many different ways.
Below are my few tips on how you can bring yourself to a more efficient state of mind. >>>