I spent my Friday evening at a spa. My experience didn’t start out luxurious or relaxing like a spa experience should. But I did enjoy a glass of red wine while there. I had a 5:30 […]
Customized Engaging Online Customer Service Training
Tag: Customer Experience
The New Face of Debt Collection – Empathy, Kindness and Compassion
The New Face of Debt Collection – Empathy, Kindness and Compassion A couple of weeks ago I got a call from the collections division of a large financial company. The company wants to improve the […]
How to Politely Control Calls with the Chatty Cathy
As you might know, one of the things I teach is how to control calls with customers. Precisely, how to deliver a warm customer experience while politely getting the long-winded customer to cut to the […]
This customer recorded his call into a cable company. I listened. What I heard made me say wow. Just wow.
So this call was bad. Really bad. All the customer, Ryan Block, wanted was to cancel his Comcast service. Ryan shared 8 minutes of the call on Sound Cloud for all of the Internet world to hear. My favorite phrase from the call is, “Help me understand why you don’t want faster Internet?” I’m still laughing!
Listen to this nightmare of a customer service call and then be thankful that you train and monitor your employees. You do train and monitor your employees, right?
Ryan Block, the customer
How to Improve the Student Experience by Flipping Your Classroom
Paying attention to the student experience and constantly improving on it is just as important to teachers as the customer experience is to corporations. We must learn to engage students and teach them the way […]
Surprise and Delight Your Customers with Technology – Here’s How Chili’s delighted my family with tablets
Chili’s has always been one of our family’s favorite dinner spots. Last night we went to a different Chili’s for dinner. We noticed immediately that each table had a tablet placed on the center. That […]
Last Week’s Big Event, “Extremely Essential Skills for Chat Agents.”
I’m sitting at my desk reflecting on the tremendous success of last week’s Big Event, “Extremely Essential Skills for Chat Agents.” The training was very well received and I enjoyed delivering this program so much. […]
The Chat Customer Experience Will Always Be Rote, Cold and Unsatisfactory. True or False?
The way your Customer Service Representatives handle your online chat customer support can make or break your reputation with customers. There are dozens of mistakes with the chat customer experience many new and even experienced […]
Myra Golden’s Slide Deck from Ohio Winner’s Breakfast
I’m sitting in my hotel room doing a run-through of the keynote address I’ll deliver at the Ohio Winner’s Breakfast tomorrow. Tomorrow will be exciting for me because I get to meet and mingle with […]
How to Forecast Call Volume In a Small Call Center Like A Pro….Without Spending a Dime On Software
I’m working with a small call center in a large city-county library system. One of my main focuses for this library system is to improve the overall efficiency of the call center and to drastically improve the customer experience that is delivered through the call center. One of my recommendations for improvement in this contact center is for my client to begin using a tool to help the library forecast call volume and to use this projection data to better schedule for coverage.