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Rescooped by Stuart I. from Customer Service and Experience ... Making a Difference
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Why Employee Engagement is Your Employment Brand

Why Employee Engagement is Your Employment Brand | Customer Service | Scoop.it
The Bersin by Deloitte Analyst Blog

Via Mike Schoultz
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Mike Schoultz's curator insight, April 20, 2015 3:13 PM

Today more than ever, integrated talent management touches everything in a business. The way you hire, manage, lead, reward, and treat people will impact employee engagement in ever incresing ways.

Rescooped by Stuart I. from Customer Support Capability Development
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The Customer Support Hierarchy of Needs

The Customer Support Hierarchy of Needs | Customer Service | Scoop.it
“ Your customers won't settle for chaos, and neither should you.”
Via Jess Chalmers
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Rescooped by Stuart I. from Branded Customer Service
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Do not confuse Customer Experience with Customer Service ...

Do not confuse Customer Experience with Customer Service ... | Customer Service | Scoop.it
“ These are the people who interpret customer needs and wants into a product design. It is a best practice to have them handle customer support lines on a regular basis to learn firsthand how accurate were their interpretations.”
Via Cruise Line Class
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Rescooped by Stuart I. from customer service trends
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Customer Feedback vs Customer Experience Measurement

“ What is the difference between opt-in customer feedback versus random-sample customer experience measurement? 'Feedback' direct to the company and via social is (Opt-in feedback vs Random sample #measurement - what's the difference?”
Via Fred Zimny, Cruise Line Class
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8 Things Remarkably Successful People Do

8 Things Remarkably Successful People Do | Customer Service | Scoop.it
The most successful people in business work differently. See what they do--and why it works.
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10 Habits of Remarkably Charismatic People

10 Habits of Remarkably Charismatic People | Customer Service | Scoop.it
Charisma isn't something you have. It's something you earn. Here's how.
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Scooped by Stuart I.
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10 Best Practices to Improve Customer Service [INFOGRAPHIC]

10 Best Practices to Improve Customer Service [INFOGRAPHIC] | Customer Service | Scoop.it
“ Today's modern customer is changing the world of customer service. They're using more channels of communication, making informed decisions and are quick to make demands. How can your organization keep up?”
Stuart I.'s insight:
Is gamification the next big thing?
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Rescooped by Stuart I. from Telemarketing
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43% of US contact centres now offer web chat - Call Centre Helper

43% of US contact centres now offer web chat - Call Centre Helper | Customer Service | Scoop.it
“ Furthermore, 18% of respondents state that they intend to implement web chat over the next 12 months, the highest of any of the 13 contact centre technologies surveyed in the report. The report's author, Steve Morrell, ...”
Via Michael Jackson
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Rescooped by Stuart I. from Digital-News on Scoop.it today
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The 'Real' Contact Centre Challenges According To You | Visual.ly

The 'Real' Contact Centre Challenges According To You | Visual.ly | Customer Service | Scoop.it
“ What would senior contact centre professionals reveal about their biggest challenges at work for the year ahead?”
Via Thomas Faltin
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Rescooped by Stuart I. from Pretium Solutions
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INFOGRAPHIC: The Financial Impact of Customer Service | Parature

INFOGRAPHIC: The Financial Impact of Customer Service | Parature | Customer Service | Scoop.it

Via Pretium Solutions
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Customer Service Training: 10 Ways to find true love with Customers

Customer Service Training: 10 Ways to find true love with Customers | Customer Service | Scoop.it
“ Personal relationships and business relationships aren't as different as you would expect. Here are ten customer service training tips you can apply to build stronger relationships with your customers.”
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Unpopular flats make way for £5million housing scheme in Rusthall - Town and Country

Unpopular flats make way for £5million housing scheme in Rusthall - Town and Country | Customer Service | Scoop.it
The first of 44 unpopular flats in Rusthall have been brought crashing down to make way for a £5million scheme that will bring much needed affordable housing to the area.
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Scooped by Stuart I.
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What’s Next for Customer Experience?

“ Great customer experiences result in positive brand perceptions, deeper customer loyalty, and wider profit margins. This infographic features analysts’ predic”
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Scooped by Stuart I.
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The Big Customer Service Disconnect [Infographic]

The Big Customer Service Disconnect [Infographic] | Customer Service | Scoop.it
“ ABC Technology and Games The Big Customer Service Disconnect [Infographic] Business 2 Community Bad customer service experiences have a significant effect on your customer loyalty and brand perception.”
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The importance of a great customer service experience: Statistics & trends [infographic]

The importance of a great customer service experience: Statistics & trends [infographic] | Customer Service | Scoop.it
“ When the life of a company depends on the goodwill of its customers, the importance of a positive customer service experience can't be emphasized enough. These days, though, you don't have to look ...”
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6 Habits of Remarkably Likable People

6 Habits of Remarkably Likable People | Customer Service | Scoop.it
They're charming. They're genuine. And they can make an entire room full of people smile.
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Scooped by Stuart I.
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8 Things You Should Not Do Every Day

8 Things You Should Not Do Every Day | Customer Service | Scoop.it
It's for your own good. Cut these things out of your day and you'll see gains in productivity--not to mention happiness.
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Scooped by Stuart I.
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If You Don’t Take Care Of Your Customers, Someone Else Will [infographic]

If You Don’t Take Care Of Your Customers, Someone Else Will [infographic] | Customer Service | Scoop.it
“ This customer service infographic features some really interesting stats on exactly how important customer service is to today's consumer...”
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Rescooped by Stuart I. from P&MM & The Voucher Shop Press
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How to inspire effort from contact centre staff - Call Centre

How to inspire effort from contact centre staff - Call Centre | Customer Service | Scoop.it
“ John Sylvester offers some suggestions to inspire your contact centre staff beyond simply performing their day-to-day work duties as a matter of routine.”
Via darrentracey
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Rescooped by Stuart I. from Designing service
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The ROI of psychology in the contact centre - PrimeDecisionPrimeDecision

The ROI of psychology in the contact centre - PrimeDecisionPrimeDecision | Customer Service | Scoop.it
“The Behavioural Design event was buzzing with new possibilities for applying psychology and behavioural economics to marketing and customer experience...”
Via Fred Zimny
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Rescooped by Stuart I. from Pretium Solutions
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5 Key Words of Advice from the World’s Most Famous Customer Service Representative | Parature

5 Key Words of Advice from the World’s Most Famous Customer Service Representative | Parature | Customer Service | Scoop.it

Via Pretium Solutions
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Rescooped by Stuart I. from Pretium Solutions
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Customer Service, The Next Generation: 8 Megatrends Evolving Customer Service | Parature

Customer Service, The Next Generation: 8 Megatrends Evolving Customer Service | Parature | Customer Service | Scoop.it

Via Pretium Solutions
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Rescooped by Stuart I. from Designing service
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Infographic: 10 steps to brilliant social customer service - Call Centre

Infographic: 10 steps to brilliant social customer service - Call Centre | Customer Service | Scoop.it
“ An infographic from Sentiment, a cloud-based social media monitoring tool, outlines 10 simple steps to help you achieve social customer service successfully.”
Via Fred Zimny
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Rescooped by Stuart I. from Ansaback Outsource Contact Centre
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What Industries Get the Most Customer Service C...

What Industries Get the Most Customer Service C... | Customer Service | Scoop.it
The Internet and social media have made it much easier for people to vent about bad service to a potentially large audience. If you make a customer unhappy these days you can count on their other 5,000-some friends hearing about it, too.

Via Steve Gregory (Ansaback)
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