Winning Customers by Transforming the Service Experience
Customer Experience Strategies, Insights, and Best Practices for Service Leaders and Professionals
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When Did Bad Customer Service Become The Standard of Service?
Can you really avoid making those critical mistakes that turn your eager customers into raving mad detractors? Has it really been that long since the customer was always right, since orders were received with a smile (even on the web), and since company screw-ups were dealt with promptly and with class?
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Set Realistic Service Goals That Build Positive Customer Experiences
Consistently setting realistic service goals is critical to the process of developing your core customer experience.
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Wow With Experience When Service Mistakes Happen
It’s inevitable. Mistakes will happen. Things break, systems go down, people fail. But these tough moments don’t have to be disastrous, mistakes present an opportunity to create a memorable experience.
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12 Critical Questions for Call Center Agent Engagement
Based on 25 years of research done by Gallup polls, the book “First Break All of the Rules” shares the following 12 questions that are key in keeping your talented employees.
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Cost Cutting in the Call Center Kills Customer Experience
If careful consideration is not made in cost cutting, companies will end up spending less and getting less, or spending less, but costing more in other areas that have to compensate.
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Happy Customer Service Agents Means Happy Customers
One of the most valuable assets a company owns is its employees, and ensuring their happiness can be one of the most challenging aspects facing any business.
Got any book recommendations?