Viewing entries tagged
success

Comment

10 Customer Service Skills You Need to Know by Matthew Olszewski

A few decades ago  customer service was just a department within an organization. Today, that has all changed. Previously, if someone wanted to make a career in a company, they most often would choose marketing or sales. Today, the situation is different. Due to high competition in any industry, it’s increasingly difficult to find new customers. Companies that want to survive on the market must try to find regular customers. Even for small entrepreneurs who saw the opportunity for additional earnings, they understood the importance of caring for their  customers. Today, customers have greater choices and are more demanding than ever before. Therefore, taking care of customers can give you an edge over your competition.

To win customer's trust you must have the appropriate knowledge and skills. Of course, the knowledge contained on this infographics is good at the beginning. If you are serious about your business then you should be more broadly interested in this topic.  There are many books and courses on customer service skills on the market today, you will definitely find something that will help you develop your business in this area. Excellent customer service needs to become one of the main pillars of your business.

Something about Matthew Olszewski.

I'm the owner of www.mattsfactor.com blog. My interests are related to personal development and business. I became interested in things associated with entrepreneurship, becouse a lot of satisfaction gives me creating business strategies and their implementation. Makes me fun to experiment with new solutions that I can use in my business.

Comment

Comment

3 Ways To Find Valuable Customer Experience Insight by Jeremy Watkin

I’m 6’4” tall so I don’t typically spend much time riding in the back seat of cars–especially not in my own car. We had family in town this past weekend so I answered the call and sat in my back seat quite possibly for the first time ever. When I sat down, I adjusted the floor mat and found the tiny USB plug for my headphones that went missing quite a while ago. It had fallen out of my pocket and I assumed it was gone forever.

Isn’t it funny how simply changing my seat resulted in finding what I was searching for? Business insights are a lot like my missing USB plug. Sometimes a change of seat or speaking with those in other seats within your organization will give you new eyes to see problems and solutions you previously believed were nonexistent.

Voice Of Customer (VOC) is all the rage right now for companies interested in improving the experience for their customers. Before you spend many thousands of dollars on a VOC solution, allow me to offer a few ideas to kickstart your program.

Get To Know The People On The Front Lines

Housed within your contact center is a wealth of knowledge and information about what is and isn’t working about your product or service. Whether you periodically speak with customers or speak with the people speaking with your customers, create open lines of communication so they are comfortable sharing the challenges and complaints they regularly face. You may find that there’s a simple, inexpensive improvement that can pay big dividends for your customer experience.

Get People In All Different Seats Talking To Each Other

You may not realize it but many people within your organization have an impact on your customer experience. Sales and marketing work to get customers in the door and signed up, management creates policies that affect customers, and customer service takes care of them once they are customers. These groups should be talking regularly to gain insight into how they can help one another make the experience as smooth as possible. At FCR we are big fans of regular round table discussions in an effort to share more and more insight about customers with our clients.

Ask Your Customers

The best way to ask your customers about their experience is to survey them. At this point I’m less concerned about what survey you use and more concerned about getting regular customer feedback. Customer Satisfaction (CSAT), Net Promoter Score (NPS), or even the one with the happy and sad face are all great and inexpensive provided that you allow your customers to share feedback about their experience. The important part is routinely reading this feedback, following up, monitoring trends, and fixing issues.

It’s so easy to plop down in our chairs each day and only see the customer experience from our own point of view. Perhaps you think your customer experience is perfect–or perhaps you think you have an insurmountable problem. Regardless of what camp you are in, make it a routine to get out of your chair and view the customer experience from another seat. By gaining a new perspective, you may just find something you lost– whether you were looking for it or not.

Jeremy Watkin

Jeremy Watkin is the Head of Quality at GoFCR.com, the most disruptive and respected outsource provider. He has more than 15 years of experience as a customer service professional. He is also the co-founder and regular contributor on Communicate Better Blog. Jeremy has been recognized many times for his thought leadership. Follow him on Twitter and LinkedIn for more awesome customer service and experience insights.

Comment

2 Comments

But First, Let Me Take An (Un)Selfie by Miri Rodriguez

When Doug Sandler initially tweeted me to guest-write this blog, he gave me a few topic options: Entrepreneurship, Marketing or Customer Service. I thought, Great! I have so much to share on each of these subjects, I don’t even know which to choose? Then came a follow-up tweet: [Also] Give me your best quote on being a leader. Wait, what?

My mind started racing. LEADERSHIP? What can I say that somebody else hasn’t said already (much better than me)? What original excerpts have I posted that have gotten the most Likes or RTs? What’s for lunch? 

I went into overdrive, then suddenly drew a blank. Quickly checked my phone to see how much time I had before tweeting back and right before putting the phone down, received this text from one of my mentees:

If you treat an individual as he is, he will remain how he is. But if you treat him as if he were what he ought to be and could be, he will become what he ought to be and could be.” This is how you treat me.


And there it was. The most opportune reminder of what I believe good GREAT leaders (and leading brands) do: They take unselfies. That’s right. Remarkable leaders take time to showcase their most unselfish attributes…through others. They feature images of love, compassion, kindness and servanthood. They make it their first order of business to leave a selfless legacy. 

 



Leading brands can attribute much of their profitable success to taking unselfies. Organizations that make Corporate Citizenship a top priority are fruitful way beyond their bottom line because they’ve been able to turn both customers AND disadvantaged communities into fans. They also focus on providing a customized customer experience because they see people for who they ought to be: people.

I know this because I happen to work for a company that recently made Forbes Most Valuable Brands list, ranking at #1 in Customer Perception. It was also recognized by the Harvard Business Review for providing great customer service via social media channels. We get it. We take the focus off ourselves and put it back on who deserves it: our customers, our future generation, our legacy. Microsoft has donated over $1 billion to charitable organizations since it first began its Employee Giving Program, back in 1983. That’s a lot of unselfies!

Unselfies do more than capture a random act of kindness here and there. To true leaders and leading brands, unselfies are intentional leadership strategies that drive their every day. In a world increasingly growing with selfish motivation, unselfies help us stay noble and human. They remind us why we do what we do. If we are not genuinely serving others, if we are not helping people succeed, then what are we doing?

Last year a study estimated that over 1 million selfies were taken each day. That’s a lot of MEs. Don’t get me wrong, I have nothing against selfies. In fact, if you know me, you know I’m guilty of taking one (or two ☺)…but I often wonder, how wonderful our world would be if each of us flooded Instagram with unselfies too!  If for every selfie taken, TWO unselfies were posted. If you and I took twice the time and dedication to build other people up, as we take to build ourselves. If we shifted priorities, made it a point to go from good to GREAT leaders and first, took an unselfie.

Miri Rodriguez is the Social Media and Communities Lead for Microsoft Latin America. Her extensive career includes Marketing, Operations and Customer Experience. She is the mother of 2 boys and an American Bulldog. Her philanthropic work includes teaching middle school students at her local church, mentoring high school students at Network for Teaching Entrepreneurship and discipling young women into business leadership.


2 Comments