Guest Service
756 views | +0 today
Follow
 
Scooped by James Schreier
onto Guest Service
Scoop.it!

How Technology Contributes to Customer Experience

How Technology Contributes to Customer Experience | Guest Service | Scoop.it
By being proactive, a company can dazzle its customers with great service. The biggest payoffs often come from providing information and setting expectations.
more...
No comment yet.
Guest Service
Insights on Customers and Service
Curated by James Schreier
Your new post is loading...
Your new post is loading...
Scooped by James Schreier
Scoop.it!

Beyond the Far Cliffs - Customer Service

Beyond the Far Cliffs - Customer Service | Guest Service | Scoop.it

We've trained 1000's of leaders, managers, and frontline staff in customer service with our basic customer service programs. customer service leadership, and dealing with difficult customers programs.  Our major customer service clients have included restaurants, theaters, and casinos.  Our programs always focus on the latest information combined with assessments, direct applications to client specific issues, and heavy experiential learning.

more...
No comment yet.
Scooped by James Schreier
Scoop.it!

6 Ways to Deal with Angry Customers

6 Ways to Deal with Angry Customers | Guest Service | Scoop.it
Myra Golden’s original video on handling angry customers has been watched more than a million times. Now Myra shares her updated tips for dealing with the most demanding customers..
more...
No comment yet.
Scooped by James Schreier
Scoop.it!

How to Create a Personalized Customer Experience

How to Create a Personalized Customer Experience | Guest Service | Scoop.it
Shep Hyken is amazed by the customer service at the Crowne Plaza in Lansing, Michigan. This is what he learned from the experience..
more...
No comment yet.
Suggested by Jim Schreier
Scoop.it!

How companies are using data-driven AI to improve customer experiences

How companies are using data-driven AI to improve customer experiences | Guest Service | Scoop.it
62% of companies consider customer experience to be a major differentiator in the competitive market. Discover how data-driven AI is changing the game!
more...
No comment yet.
Scooped by James Schreier
Scoop.it!

16 Customer Service Skills Every Employee Needs

16 Customer Service Skills Every Employee Needs | Guest Service | Scoop.it
There are 16 customer service skills that every employee must master if they are forward-facing with customers.
more...
No comment yet.
Scooped by James Schreier
Scoop.it!

Here’s What You Can Learn from Even the Craziest Customer Feedback

Here’s What You Can Learn from Even the Craziest Customer Feedback | Guest Service | Scoop.it

An angry customer screaming over the phone or making a complaint on social media may seem like a lost cause, but even the most eye-bulging, head-scratching feedback can offer some wisdom. Taking a look at some more…colorful feedback, you’ll see some examples of how seeming coals of customer feedback can be transformed into diamonds of insight.

more...
No comment yet.
Scooped by James Schreier
Scoop.it!

Three Things to Do to Make Employees Feel Valued

Three Things to Do to Make Employees Feel Valued | Guest Service | Scoop.it
Imagine being part of an organization where you don’t feel valued. How would you feel when you show up to work, and more important, would you even want to show up for work? Spending time in these organizations can cause employees to hate their employers.
more...
No comment yet.
Scooped by James Schreier
Scoop.it!

Customer Service Rage: Myth or Reality?

Customer Service Rage: Myth or Reality? | Guest Service | Scoop.it
Have you ever heard of customer service rage? This is what a New York Times article had to say about it—”..you fume. Your face turns red. You shout things into the phone that would appall your mother.” To be accurate, they called it “tech support rage”.
more...
No comment yet.
Scooped by James Schreier
Scoop.it!

Are Your Customers Engaged? How to Tell and What to Do About It

Are Your Customers Engaged? How to Tell and What to Do About It | Guest Service | Scoop.it
The bottom line is that you have to keep your customers constantly engaged or they’ll go elsewhere. At any given moment, they’re deciding whether to purchase more of your products, if the experiences you create for them are worth their time, or if they should drop you like a sack of potatoes.
more...
No comment yet.
Scooped by James Schreier
Scoop.it!

How Much do you CARE About Your Customers?

How Much do you CARE About Your Customers? | Guest Service | Scoop.it

Think about this past week. Did you go to a business where you received below average customer service? Did it make you feel unwanted? Did you feel like leaving right then? If you answered “yes” to these questions, you’re not alone. Thousands if not millions of…

more...
No comment yet.
Scooped by James Schreier
Scoop.it!

No. Robots Will Not Replace Humans.

No. Robots Will Not Replace Humans. | Guest Service | Scoop.it
Robotic Process Automation (RPA) is transforming CX and customer care. The ability to automate the repetitive, tedious tasks often occupying personnel in back offices and customer-facing contact centers can provide meaningful benefits:
more...
No comment yet.
Scooped by James Schreier
Scoop.it!

9 Ways to Spring Clean Your Customer Support Team

9 Ways to Spring Clean Your Customer Support Team | Guest Service | Scoop.it
It's a spring time! And what is more spring than proper cleaning? To get you started on how you can tackle spring cleaning for your customer support team this year, we've compiled nine ways to dive in.
more...
No comment yet.
Scooped by James Schreier
Scoop.it!

You Can’t Create a Culture of Service without Manager Support

You Can’t Create a Culture of Service without Manager Support | Guest Service | Scoop.it
“Don’t forget managers are key to creating a culture of service,” says Vicki Halsey, coauthor with Ken Blanchard and Kathy Cuff of the book Legendary Service: The Key is to Care. “Managers are directly responsible for translating a customer service vision into the goals and tasks frontline service providers need to focus on and be…
more...
No comment yet.
Scooped by James Schreier
Scoop.it!

Delivering Remarkable Experiences Is How You Win More Customers

Delivering Remarkable Experiences Is How You Win More Customers | Guest Service | Scoop.it
Data shows that customer experience will soon trump both product and price as the key brand differentiator by the year 2020. That same study also showed that 86 percent of buyers will pay more for a customer experience.
more...
No comment yet.
Scooped by James Schreier
Scoop.it!

5 Ways to Develop Consistency in Customer Relationships

5 Ways to Develop Consistency in Customer Relationships | Guest Service | Scoop.it
The importance of consistency in building strong customer relationships can’t be overemphasized. Customers want to have confidence that we’ll deliver on our promises every time..
more...
No comment yet.
Scooped by James Schreier
Scoop.it!

Why 99.9% Customer Satisfaction is Not Good Enough

Why 99.9% Customer Satisfaction is Not Good Enough | Guest Service | Scoop.it
Customers will choose 100% satisfaction over “good enough” every time. It’s that tenth of a percentage point that makes the big difference..
more...
No comment yet.
Suggested by Jim Schreier
Scoop.it!

Humanity 101: 5 Essentials for Getting Customer Experience Right

Humanity 101: 5 Essentials for Getting Customer Experience Right | Guest Service | Scoop.it
Delivering exceptional customer experience isn’t about having the best products or services. It’s about making sure your customers have the experience they like to feel, while getting what they need
more...
No comment yet.
Rescooped by James Schreier from T.I.P.S. Tracking
Scoop.it!

An Invisible Rating System At Your Favorite Chain Restaurant Is Costing Your Server

An Invisible Rating System At Your Favorite Chain Restaurant Is Costing Your Server | Guest Service | Scoop.it
In data-hungry, tech-happy chain restaurants, customers are rating their servers using tabletop tablets, not realizing those ratings can put jobs at risk.
more...
James Schreier's curator insight, July 2, 5:39 AM

Very interesting, with some indications of understanding "what might happen next?" Would be a great topic for further exploration.

Scooped by James Schreier
Scoop.it!

Are You a Customer Service Hero, Villain or Problem Solver?

Are You a Customer Service Hero, Villain or Problem Solver? | Guest Service | Scoop.it
I’ve been in the customer service industry in one form or another for most of my career and learned a sure-fire way to deal with the different interactions we face each day – be an actor!

more...
No comment yet.
Scooped by James Schreier
Scoop.it!

6 Big Trends Driving the Future of CX Technology

6 Big Trends Driving the Future of CX Technology | Guest Service | Scoop.it
What are some of the big strategic bets the major players are making in the CX space? There was quite a bit of agreement, but also some noticeable divergence on the vision for the future. That spanned from data collection and ingestion, all the way to how to help clients take action. Here are the six key discussion points from our conversation.
more...
No comment yet.
Scooped by James Schreier
Scoop.it!

3 Ways Bad Customer Reviews Can Crush Your Local SEO and Sales

3 Ways Bad Customer Reviews Can Crush Your Local SEO and Sales | Guest Service | Scoop.it
There it is again. Another notification from Yelp that someone’s left you a review. At this point, you dread even swiping right to read it. Maybe you’ve been getting some negative feedback about…
more...
No comment yet.
Scooped by James Schreier
Scoop.it!

Why Employee Happiness = Customer Happiness

Why Employee Happiness = Customer Happiness | Guest Service | Scoop.it
To create a top-notch customer experience, companies should put their employee’s happiness first.
more...
No comment yet.
Scooped by James Schreier
Scoop.it!

Thinking and acting in the interests of the customer. Have you enabled your people to do it?

Thinking and acting in the interests of the customer. Have you enabled your people to do it? | Guest Service | Scoop.it
The EMOTIONAL component of all experiences is, in my opinion, the most important component of them all. The way an experience makes a customer FEEL is what they are most likely to remember about their interaction with an organisation.
more...
No comment yet.
Scooped by James Schreier
Scoop.it!

Kathy Cuff and Vicki Halsey on Legendary Service: The Key Is to Care

Kathy Cuff and Vicki Halsey on Legendary Service: The Key Is to Care | Guest Service | Scoop.it
What are your beliefs about customer service—and how are they driving the customer experience in your company?  That’s one of the key questions Kathy Cuff and Vicki Halsey, coauthors with Ken Blanchard, explore in their book Legendary Service: The Key Is to Care. Cuff and Halsey share a four-part CARE model to help readers and…
more...
No comment yet.
Scooped by James Schreier
Scoop.it!

Want a Customer-Focused Company? Take Care of These 3 People

Want a Customer-Focused Company? Take Care of These 3 People | Guest Service | Scoop.it
There are three groups of people you need to take care of if you are going to create a customer-focused organization—but most companies only focus on one. That’s a big mistake, say Kathy Cuff and Vicki Halsey, co-creators of The Ken Blanchard Companies’ new Legendary Service training program. “Every organization knows they need to focus…
more...
No comment yet.
Scooped by James Schreier
Scoop.it!

Start Here to Take Your Customer Experience from Ordinary to Legendary

Start Here to Take Your Customer Experience from Ordinary to Legendary | Guest Service | Scoop.it
  An increasingly complex business environment requires an engaging and easy-to-understand service vision says Vicki Halsey, co-author of Legendary Service: The Key Is to Care. In a short, one-minute video featuring key concepts from The Ken Blanchard Companies new Legendary Service training program, Halsey shares a great story about how one major league baseball stadium…
more...
No comment yet.