If you or a loved one has undergone medical treatment recently you are probably aware of some of the cool new devices that help perform diagnosis and treatment. You may not be aware, however, that some of these devices are connected to the Internet and have become an important part of the...
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I remember being taken in by the combined aroma of Coco Chanel and Estee Lauder’s Beautiful. At sixteen years old, my BFF had had just helped me land a holiday job as a stock clerk at Nordstrom. This was particularly meaningful given my uber frugal immigrant parents were more Mervyns and K-Mart...
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The words “call center” first developed meaning in the 1980s. When consumers had a customer service issue, their only option was to pick up the phone. In response to this, companies implemented call centers, where anywhere from two to 20,000 people sat in a room, answered the phone, and...
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We all need customers and we need our customers to love us. When it comes to actually delivering customer service that gets our customers to love us, that’s an entirely different discussion. We all think we provide good customer service, but that’s not quite accurate.
The truth is, most of us...
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Sometimes their expectations are too high. Sometimes events out of your control anger them. And sometimes you just catch them on a bad day. Whatever the reason, unhappy customers are simply a fact of business. Even companies with stellar reputations for customer service will occasionally catch the...
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We all know exactly the types of customer service interactions that raise our blood pressure. Five of the most prevalent points of pain that surface in CCMC’s bi-annual National Rage Studies are practices common in many service systems.
All five actions overtly pour gasoline on the...
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When you’re first digging in as a startup, a common way to manage customer service requests is through a shared email inbox. Support requests get routed there and employees take turns responding to customers.
Over time, many fast-growing startups also outgrow being able to use this shared...
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The fact of the matter is that it’s hard to hire good people. This is especially true when trying to fill contact center-type roles, such as a customer engagement center, where turnover can be high, as can job stress. It takes a special kind of person to succeed in this environment.
What you need...
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As companies gain experience, further integrate social into service processes and teams, and align social service strategies more closely with their overall customer engagement strategy, they are seeing more positive impact from their efforts. That’s just one of a number of key takeaways from...
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