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Global Manners Infographic: Are You Polite...in Japan - Zendesk

Global Manners Infographic: Are You Polite...in Japan - Zendesk | Customer Service | Scoop.it
Our latest infographic will help you navigate the world of global manners
Monica Norton's insight:

Avoid an embarrassing faux pas when doing business far from home.

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Zendesk Benchmark: 2014 Customer Satisfaction Trends

Zendesk Benchmark: 2014 Customer Satisfaction Trends | Customer Service | Scoop.it
The results are in! In Q1 2014, customer service satisfaction trended up globally. What countries and industries came out on top?
Monica Norton's insight:

A look at which industries and geographies had the most satisfied customers last quarter. Plus a deeper look at the effect analytics and measurement has on the end customer's ultimate experience and satisfaction.  Do companies that spend more energy on analysis see better results?

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Don't let the robots win: hire people who act like people [infographic] | Zendesk

Don't let the robots win: hire people who act like people [infographic] | Zendesk | Customer Service | Scoop.it
If your customers are human beings, then you should probably hire people who like interacting with humans. We'll help you find the right humans for the job.
Monica Norton's insight:

Hire for attitude... train for skill.  Tips for hiring customer-facing employees.

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Lonely islands aren’t fun: don’t leave your virtual team stranded | Zendesk

Lonely islands aren’t fun: don’t leave your virtual team stranded | Zendesk | Customer Service | Scoop.it
Our latest ebook, "How to Successfully Build and Manage a Virtual Team," includes valuable suggestions for how managers can hire agents with the best skill set for remote employment, and set their team up for success.
Monica Norton's insight:

Managing a team is challenging enough when everyone works together in the same location. But what about managers whose employees work remotely? How do you successfully manager people from a distance? This ebook includes tips on everything from hiring the right candidates to coaching from a distance.

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What to do when tickets get supernatural

What to do when tickets get supernatural | Customer Service | Scoop.it
Customer service can get a little scary. These tales will help you deal with even the most macabre tickets.
Monica Norton's insight:

A customer service agent survival guide: Learn what to do when you experience a werewolf ticket, a zombie ticket, or the dreaded hydra ticket.

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How to provide great customer service through social media | Zendesk

How to provide great customer service through social media | Zendesk | Customer Service | Scoop.it
In our new guide to “Providing Great Customer Service Through Social Media,” we explore some best practices for providing “social care” through channels such as Facebook and Twitter.
Monica Norton's insight:

Includes specific tip sheets for Twitter and Facebook.

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Funniest customer service scenes in film and television | Zendesk

Funniest customer service scenes in film and television | Zendesk | Customer Service | Scoop.it
We compiled a list of our nominees for the best customer service scenes ever to air on the big or small screen.
Monica Norton's insight:

So many laugh-out-loud scenes in this list: The missing car reservation scene from Seinfeld... the jewelry store showdown between Kristen Wiig and a pretentious tween in Bridesmaids... and many more!

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75% of Shoppers Still Prefer Brick and Mortar Retail Stores

75% of Shoppers Still Prefer Brick and Mortar Retail Stores | Customer Service | Scoop.it
We examined how savvy online retailers are providing their customers with the benefits of shopping in a store without actually having to go to the store.
Monica Norton's insight:

5 things online retailers can learn from brick and mortar stores.

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Not-so-lonely Planet: Follow the Sun & Providing Global Support

Not-so-lonely Planet: Follow the Sun & Providing Global Support | Customer Service | Scoop.it
Large organizations and small companies alike must consider all available options to meet their global support needs.
Monica Norton's insight:

These days, your customers could be around the corner or around the world. This guide includes tips for providing the best service to customers worldwide.

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Good customer service defined

Good customer service defined | Customer Service | Scoop.it
How do you define good customer service? Be nice. Be quick. Be thorough. Learn more now!
Monica Norton's insight:

Lots of stats showing the value of good customer service and the impact on customer lifetime value.

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True stories of customer service ROI | Zendesk

True stories of customer service ROI | Zendesk | Customer Service | Scoop.it
Read the real stories behind the customer service ROI numbers. We think it's as page-turning as any summer beach read, but maybe we’re just nerdy that way.
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2014: the year of omnichannel customer service | Zendesk

2014: the year of omnichannel customer service | Zendesk | Customer Service | Scoop.it
2014 is shaping up to be the year of omnichannel customer service.
Monica Norton's insight:

What is omnichannel? A seamless consistent experience across all channels. How are companies around the globe doing in implementing omnichannel. A November 2013 survey reveals: not very well.

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How to Build an Amazing Customer Service Team

How to Build an Amazing Customer Service Team | Customer Service | Scoop.it
Your customer service team affects both your bottom line and how your brand is perceived by the public. Read this free guide on how to build the best team.
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The New Rules of Customer Service (Infographic)

Don't get in your customers' way when they're shopping online.

Monica Norton's insight:

Customer demand for great self-service options is rising... this infographic explores how things are changing, what customers want, and how companies can come to the rescue.

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How to Hire Employees Your Clients Will Love (Infographic)

How to Hire Employees Your Clients Will Love (Infographic) | Customer Service | Scoop.it
Think about the kinds of people you'd like to be the face of your company.

Via Bobby Dillard, John Michel
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John Michel's curator insight, May 6, 2014 11:14 PM

You'll find a certain combination of personal traits and professional skills in the best client-facing hires. In this infographic Column Five and software company Zendesk illustrate what you need to be on the lookout for. 

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Top 5 Reasons Why 'The Customer Is Always Right' Is Wrong

Top 5 Reasons Why 'The Customer Is Always Right' Is Wrong | Customer Service | Scoop.it
The phrase "The customer is always right" is typically used by businesses to convince customers that they will get good service at this company and convince employees to give customers good service; however, I think businesses should abando...
Monica Norton's insight:

An argument for valuing employees over irate customers

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The new face of customer service | Zendesk

The new face of customer service | Zendesk | Customer Service | Scoop.it
Service interactions are now your primary means of creating true customer relationships. Get there by following these 7 relationship-building fundamentals.
Monica Norton's insight:

Zendesk's CEO on why customer loyalty cannot be bought -- it must be earned.

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5 Quick Tips For Lasting Customer Service

5 Quick Tips For Lasting Customer Service | Customer Service | Scoop.it
Stay a step ahead of the competition--and your customers--with these tips.
Monica Norton's insight:

From a CEO who gets it: 5 rules for *everyone* in the organization (not just customer service) to follow in order to ensure a great customer experence.

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IBM study confirms customer experience is #1

IBM study confirms customer experience is #1 | Customer Service | Scoop.it
CIO Insights from Global C-Suite Study (IBM study confirms #customer experience is #1 (by edvaldez8888) http://t.co/WkT2hgqExZ http://t.co/zm6P7ALFd6)...

Via Fred Zimny
Monica Norton's insight:

Great to see CIOs focusing on improving customer experience...

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Take a cue from CloudFlare: how to make Help Center your own | Zendesk

Take a cue from CloudFlare: how to make Help Center your own | Zendesk | Customer Service | Scoop.it
There are many decisions behind designing a Help Center—both aesthetic and data-driven—that range from defining objectives to structuring content to adding custom touches.
Monica Norton's insight:

Design considerations for creating a beautiful Help Center for your customers. This post includes a real-life example from a company called CloudFlare, plus links to design resources, plus a downloadable project brief template that will help you communicate your vision to designers.  

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Inspiring Us. From Zappos to Zendesk.

Inspiring Us. From Zappos to Zendesk. | Customer Service | Scoop.it
Taking inspiration from Zappos, we have strived to create outstanding customer support. Read how our new Help Centre is vital to our strategy.
Monica Norton's insight:

Like many companies, TextRepublic takes inspiration from the customer service-centric approach of Zappos.

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Zendesk Benchmark: Spotting 2013 Customer Service Trends

Zendesk Benchmark: Spotting 2013 Customer Service Trends | Customer Service | Scoop.it
The results are in! In Q4 2013, customer service satisfaction trended down for retail & travel. What caused the dip? What does it mean for 2014?
Monica Norton's insight:

Quarterly customer service trend report from Zendesk, with a special focus on how retailers fared during the busy holiday shopping season in Q4.

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Calculate the ROI of Customer Service Software - Zendesk

Calculate the ROI of Customer Service Software - Zendesk | Customer Service | Scoop.it
Show me the money! Answer 5 questions about your organization and get a custom report detailing the three-year ROI you can anticipate by going with Zendesk.
Monica Norton's insight:

5 questions. 5 answers. 1 customer report.

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Tip of the week: using Liquid to randomize your canned responses | Zendesk

Tip of the week: using Liquid to randomize your canned responses | Zendesk | Customer Service | Scoop.it
Use Liquid code to enable your triggers, automations, and macros to randomly select a message from a set of pre-built messages to lend more variety to the canned responses a customer will receive at various stages in the support cycle.
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Bridging the Omnichannel Gap (infographic)

Bridging the Omnichannel Gap (infographic) | Customer Service | Scoop.it
As the holiday shopping season approaches, here's some advice for retailers: mind the gap. A recent survey of 7,000 consumers reveals there's quite a big one between consumer expectations
Monica Norton's insight:

The results of a global survey of 7,000 shoppers

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