During an emergency, having the right people on hand at the right time is vital to your company's recovery. Do you know who those people are? People won't stop contacting your company for help during a disaster. They may be more inclined to contact you because they're concerned about the continued availability of your services.
One coffee lover gets more than she bargained for while searching for a good deal on Nespresso. Helping customers navigate and recover from rogue experiences is an essential consideration for experience professionals.
Despite our love for various contact channels, many organizations struggle to deliver consistent, effective assistance on every channel they support. One strategy for bolstering omnichannel success is the channel-blended agent: a contact center agent that handles customer contacts from more than one channel.
There is no shortage of reasons to tell a customer "no." In some cases, the law requires it! It's up to us to communicate necessary rejection while preserving the customer's goodwill towards us. Our actions when denying a customer decide the outcome.
Randy did everything right by being friendly, knowledgeable, and putting me first by ensuring I got the best possible deal. He started a dialogue, sought to understand my interests and palette, educated me, and thoughtfully persuaded me to download the company’s mobile app. He quadrupled my total spend without pressure or hard sells. In thirty minutes, he created a relationship that will last a lifetime.
Having a customer satisfaction survey doesn’t mean you have insight into what frustrates your customers. Not all follow-up questions are created equal. If you’re not careful, asking the wrong follow-up questions can degrade the survey experience and the entire customer experience.
Waiting on hold can be a customer's worst nightmare. As customers, we've been there ourselves! Agents abruptly demand that we wait without a clear reason why, and when they return to us, it's like they've never met us before. We're left wondering why we can't just have our issue resolved, so that we can move on with our lives.
Companies beg us to take their surveys, but what happens when customers beg for help? Many surveys conclude by telling customers that the company cannot respond to each customer individually. Customers are often directed to contact the company in another way, if they’re experiencing a problem that requires assistance. In essence, they’re saying, “thank you ...
We’ve all heard the saying. We’ve all used the saying. Sometimes it’s a fact of conducting business that—if a workflow or technology doesn’t need immediate replacement—there is likely another area of the department or organization that is more desperate for the budget. Because the squeaky wheel gets the oil, the trousers-on-fire initiatives will get desperation ...
Originally published on Call Center Weekly. Read the full article. Imagine what the world will be like after you’ve checked off every box on your customer experience to-do list. Pre-purchase anxiety no longer exists, thanks to careful messaging and word of mouth. Product issues are eliminated at their root-cause, before goods leave the factory. Service ...