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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.
Interview with expert Scott McKain on evolving from distinguished to iconic in business, and the continuous journey of improvement.
Key Takeaways
Employees at Progressive and Chipotle Mexican Grill complain the most about burnout.
Workers in the restaurants and food service industry complain about burnout most.
Paychex, Amazon, and Coinbase employees experience burnout most of the time among workers in the information technology industry.
Employees at Live Nation Entertainment experience the most burnout among workers in the media and communication industry.
When we aspire to excellence, it makes us feel better about our jobs and what we’re doing. It can give us a sense of purpose.
So, going the extra mile is more than a customer service strategy. And it’s more than avoiding the word no.
Think of the best customer experiences you have had. Perhaps it was a person who was helpful, knowledgeable, and friendly.
Recognizing both the challenges and immense opportunities in elevating customer service delivery, forward-thinking organizations are turning to innovative, technology-driven solutions. Among them is the game-changing approach of AI simulation.
This cutting-edge methodology revolutionizes customer service training, offering deeply immersive, tailored experiences to cultivate the essential skills, strategic decision-making capabilities, and resilient mindset required for sustained success.
Create an experience personality that will transform your company or brand from merely providing services to doing so with personality.
When employees are deeply engaged in their work, they are more likely to go the extra mile to provide exceptional service, resulting in satisfied and loyal customers.
But how can organizations foster and maintain high levels of employee engagement? One innovative and effective approach is through gamification.
Why does a company send out a customer satisfaction survey? Generally, it is to find out if they did a good job or what they can do to make the experience better. In the weekly Super Amazing Show I do with Brittany Hodak, we talked about surveys. The general consensus was that shorter was better. After the show, we
Now, let’s picture a scenario where your customer service team handles every interaction with such finesse that not only are customers satisfied, but they become passionate supporters for your brand.
When your team has well-developed emotional intelligence (EQ) skills, reaching this level of service becomes not just a distant goal but an attainable reality.
By applying EQ, you have the power to transform customer interactions into positive experiences that foster loyalty and drive growth.
It’s time to come back to a very important topic in customer service and customer experience. It also falls under leadership and management. The topic is communication and transparency. I was recently interviewed by Megan Jones, an editor for Call Centre Helper magazine. We were talking about how to turn Moments of
Many companies still believe that customer service is what happens when something goes wrong. However, that is only one part of customer service. The bigger picture is that customer service happens throughout a customer’s entire experience while doing business with you. It starts the moment they interact with your
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Tension sometimes exists between leadership and the customer service team. In the end, it’s mostly because of unrealistic expectations.
Fine-tuning your customer service and CX ensures your business runs smoothly, remains competitive, and gets customers to say, “I’ll be back!”
The distinction between merely conducting business with a company and truly experiencing it lies in its unique personality and engagement.
What if I told you that a satisfied customer could ruin your business? Most people think satisfied customers are happy and will come back.
“Yes” is more than just a simple answer to a customer’s request or needs. It’s an attitude. Create an organization focused on taking care of the customer
Besides making a tasty burger, In-N-Out Burger’s work culture can serve up some satisfying lessons for leaders, says S. Chris Edmonds.
The point is that people – as in customers – change, and you must do so as well. You can’t do what you’ve always done anymore!
When done right, though, customer care is a competitive advantage. A fresh approach to customer service helped companies such as T-Mobile and JetBlue wrest market share from established rivals. Customer service leaders are exerting their influence at their companies, saying their top priorities are to improve operational excellence and contribute to revenue growth.
Due to tech advancements, the consumer journey has changed a lot. The customers are already expecting too much because, through the internet, they want a personalised touch to their experience. 52% expect to use ChatGPT to answer customer questions, and 43% to outreach potential customers. In order to keep customers and expand the business, these needs should be met.
Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. I recently wrote an article that included 14 customer service and CX metrics that CX leaders should consider, and
Functionality versus customer experience: Do they belong together? Yes! And here’s a story to make the point: Two guys are buying new cars. One buys a Ford EcoSport, and the other buys a Ferrari Roma. The Ford costs about $25,000. The Ferrari costs about $250,000 – 10 times more! Both guys live in the same
As a result, these emotionally intelligent chatbots can better understand context, display empathy, perceive customer sentiment and establish a personal rapport. Instead of regurgitating generic responses, they can produce thoughtful, personalized answers and handle proactive outreach.
To stand out in today’s competitive marketplace, brands need to go beyond just offering a high-quality product or service. To truly connect with your customers, you need to create an emotional bond that goes deeper, and utilizing a customer journey orchestration approach can be incredibly effective here.
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