Category Archives: User Services Training

Customer Service Tip: Is customer service really like peanut butter?

By: Erica Mancuso (submitted by Carmen Gass)

Customer Experience (CX) is like the PB&J sandwich, where a perfect harmony of all the ingredients creates an enjoyable result. Customer Experience is the sum of all the interactions a
customer has with your company. It includes the entire journey, starting with the way customers initially hear about your product, through purchase and on-boarding, first use, billing and payment, ongoing engagement, the renewal process, and of course, the support from your company along the way. Customer experience is subjective; it focuses on the emotions and perceptions a customer develops about your company.

Customer Service (CS), on the other hand, is like the peanut butter – a critical ingredient that impacts the overall result. Read more here

Customer Service Tip: How to use customer service to drive a better customer experience

By: Paul Selby (submitted by Carmen Gass)

It’s not very common for customers to contact customer service when everything is going fine. No, it’s at times when something unexpected happens, situations like their order didn’t arrive
when anticipated, the product is broken, or instructions aren’t clear.

But no matter what the problem–major or minor–there’s an even bigger issue at hand. The customer didn’t want their day disrupted by this problem. Read more here.

 

Customer Service Tip: How to follow up with customers like a pro

By: Jeff Toister (submitted by Carmen Gass)

Why is follow-up important in customer service?

The benefits of following up with customers include confirming problems are resolved, preventing future issues, and building stronger relationships. Companies often gain far more customer feedback when they follow up after a service interaction. Read more here.

Customer Service Tip: How to help your team manage customer expectations

By: Jeff Toister (submitted by Carmen Gass)

Many years ago, I managed a customer service team for a catalog company that sold imported items from Eastern Europe, including antiques. The antiques were often unique and were slightly different than the pictures on our website or in our catalog.

Russian samovars were a particular challenge. These are highly decorated tea urns that come in a wide variety of shapes and sizes. A quick look at the ebay page – for samovars can illustrate the variety.

This created an expectation management problem for my team. Read more here.

Customer Service Tip: It’s your fault

By: Shep Hyken (submitted by Carmen Gass)

The other day I was leaving a parking lot that required me to pay on the way out. It was an automated system. I put my ticket in the slot, the machine calculated what I owed, and then asked me to insert my credit card to make the payment. There were even some convenient instructions on how to insert the parking ticket and credit card into the machine. Unfortunately, it didn’t work. Even worse, it took my card and didn’t give it back. The screen read, “Error. Ticket Jammed.” A little frustrated, I noticed a button to push for help. Read more here.

 

Customer Service Tip: The best phrases for taking ownership of service failures

By: Jeff Toister (submitted by Carmen Gass)

Customer service often involves solving problems we didn’t create.

Our colleagues make mistakes. A defective product, a late shipment, or a billing error can all send fuming customers in our direction. Sometimes, customers themselves cause the issue.

We’re expected to take ownership of these situations, represent the company, and help customers feel better. Yet it’s tempting to deflect ownership when the pressure is on.
Read more here.

Customer Service Tip: 100 Of The most customer-centric companies

By: Blake Morgan (submitted by Carmen Gass)

Customer centricity comes in many forms, ranging from adopting new technology to getting feedback and building relationships. Here are best practices from 100 top customer-centric companies. These companies received customer service awards, topped customer satisfaction surveys and are considered great places to work that focus on employee
experience. Read more here.

 

Customer Service Tip: Predictive customer support

By: Shep Hyken (submitted by Carmen Gass)

In the old days – and even in modern times – if a customer wanted help or support, they picked up the phone and called for help. A (hopefully) friendly and competent customer service professional, also known as an agent or representative, would answer the question or resolve the problem.

Today there are many ways to connect with a company. There’s the traditional phone call, email, messaging, instant chat, social channels like Twitter and Facebook, and many more. But
there’s one mode of communication and customer support that hasn’t been talked about much. Read more here.

Customer Service Tip: How to quickly improve customer service by slowing down

By: Jeff Toister (submitted by Carmen Gass)

The CEO was anxious to start training.

He knew customer service wasn’t what it needed to be and was hoping for a quick fix. So he hired me to conduct some training.

His impatience showed in our very first meeting—he bristled when I insisted on first spending time with his customer service team before putting together the training. In the CEO’s mind,
there was no time for this.

It was a good thing I did. The training was completely unnecessary. After spending less than an hour with the customer service team, I understood the real issue. Read more here.

Customer Service Tip: Customer service in libraries—meeting evolving needs

By: WebJunction (submitted by Carmen Gass)

Customer service is one of the most consistently popular topics on WebJunction. From attendees at live webinars to users of the content in our Course Catalog, it is clear that
customer service is on the minds of library staff. The interest extends beyond how to provide quality service to patrons, to experiencing societal changes and seeking to address new
challenges that staff encounter when working. Read more here.  

Customer Service Tip: Being the bearer of bad news

By: Shep Hyken (submitted by Carmen Gass)

“It’s never fun to share bad news with a customer. Many people are scared to be the bearer of bad news. There are plenty of examples of bad news – an order didn’t ship, something was damaged, a deadline is not going to be met, etc. It doesn’t really matter what the bad news is; the key to managing the customer experience is how you deliver the bad news.” Read more here.

Customer Service Tip: How to learn and remember customer names

By: Jeff Toister (submitted by Carmen Gass)

“Remember that a person’s name is to that person the sweetest and most important sound in any language.”

Dale Carnegie wrote that in his famous book, How to Win Friends and Influence People. The book was originally published in 1936, and calling someone by name is still a powerful way to build rapport. View the complete post here.

Customer Service Mastery: Delight Every Customer -Lynda.com from Linkedin

By: Carmen Gass

“When a customer receives exceptional service, you don’t just earn their business—you earn their loyalty. And while every customer is different, the methods for thinking about delight are
shared by all. In this course, Chris Croft focuses on these methods, sharing over two dozen practical ways to inspire yourself and your team to generate ideas for delighting your clientele. Regardless of your industry, these tips can help you and your colleagues go beyond the basics and create personalized, meaningful customer service experiences.”

View the class here.

Customer Service Tip: Why employees say the wrong thing to customers

By: Jeff Toister (submitted by Carmen Gass)

We’ve all heard an employee say something cringeworthy when explaining an unfriendly policy or procedure to a customer.

“It’s our policy, there’s nothing I can do about it.”
“That’s not my department, you have to talk to someone else.”
“You have to do it this way. It’s our procedure.”

These unfriendly statements frustrate customers, and it feels like common sense to avoid making such prickly statements. So why do employees say these things? Read more here.