This week I’ve talked a lot about customer service entering and implementing new media into their customer service. Using social media as a tool for customer service is becoming more and more important, if not (dare I say it Vital).
But some other ideas were discussed this week that I believe is vital to the continued learning of customer service excellence.
First up this week is a great piece from a great customer service thought leader, Annette Gleneicki of CX Journey. she explores the idea of old fashioned customer service and what we need to do to get back to the way it was. How do we instill this type of “at your service” attitude into frontline staff or into anyone that touches the customer? Is it a realistic expectation?
Read more to find out
Whether you’re building rapport with a new prospect, negotiating the fine points of a big contract or working to resolve a customer problem, one of the best things you can do with your buyer is to agree with them whenever possible.Agreeing with customers helps to reassure them that you’re actually on the same side, working toward a mutually beneficial outcome. It also demonstrates respect for their thoughts, feelings, needs and values. Even more importantly, it helps them feel more comfortable because they’re dealing with someone who understands them and can relate to them.
Check out the 59 Ways to Agree with Your Customer
On the Web, Customer Service Stories Move Fast…and Fast and uncomplicated CRM responses keep consumers happy.
When it comes to customer relationship management (CRM), digital channels present something of a double-edged sword. They facilitate communication between consumers and businesses, but also provide disgruntled customers with the means to quickly and widely broadcast their discontent with a product or service.
Read more to find out the full story
Fonolo, and the team have created another stellar eBook. Its called: 50 Customer Service Statistics, Trends, and Quotes for Social Media.
Consumers are spending more time than ever on social media, with over 1.5 billion users on Twitter and Facebook combined. Customer service organizations face new hurdles in delivering quality social care and are scrambling to catch up.
Companies that get it right stand out from their competitors and reap the benefits. Those who ignore, run the risk of damaging their brand’s reputation – amongst a global audience. In the call center, social media adoption is expected to grow by 23%, more than any other technology.
Get the eBook now
Nice announced the introduction of its Customer Engagement Analytics platform, the industry’s first to combine interaction and transaction analytics. The platform allows organizations to capture and analyze Big Data generated by cross-channel customer engagement and map the entire customer journey. This brings organizations closer to their customers by enabling them to better understand customer preferences and behaviors.
Read more here
The great customer service blog, Mkcallconsult explore the idea of Setting Your Quality Team Up For Conflict.
Unfortunately, conflict between Quality teams and Contact Center teams happens more often than it should. Managers on both sides will say that it is probably due to personality conflicts or simple miscommunication.
While those factors do play a part at times, we need to dig deeper to find out what is really going on. From my own observations and feedback from center employees, I’ve found that some companies actually set conflict in motion through their reporting structure, the design of the quality program and tools being used, or even poor QA training and coaching.
Read more here
Hope this has been an interesting read for you. It certainly has been an interesting week for me!
Have a great weekend.
Use WalkMe to encourage self-service. www.WalkMe.com