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10 Commandments of Great Call Centers
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Recommandé
World class customer service is a critical element of any successful business no matter how small or how large your company is. Competition is fierce and one negative customer experience can affect your bottom line and spread across social media channels—affecting your image and your brand. This showcase will explore how your company can go beyond the basics of customer service to create a consistent and positive customer and employee experience. Our subject matter expert, Patty Sagert, teaches us how to set your business apart from your competitors by creating engaging, unique, and memorable customer experiences. Watch the presentation: https://www.youtube.com/watch?feature=player_embedded&v=LorRx1ui3PI Featured Speaker: Patty Sagert Campus Director Blaine Campus Rasmussen College
World Class Service 2.0: Going Beyond the Basics of Customer Service
World Class Service 2.0: Going Beyond the Basics of Customer Service
Rasmussen College
Elevating the service culture of bloomingdale through the learnings of mandela
Elevating the service culture of bloomingdale through the learnings of mandela
hopxman
Practical strategies for financial services organizations to shift to a customer-focused mindset. Five critical dimensions of sales success that are often overlooked. Tips for escalating attitudes towards selling.
Why Good Service isn’t Good Enough: Shift Your Mindset- Before They Shift The...
Why Good Service isn’t Good Enough: Shift Your Mindset- Before They Shift The...
Integrity Solutions
Check out the latest DMAW Marketing AdVents – and don’t miss Jamie Natelson’s “President’s Perspective” on page 3.
DMAW Marketing AdVents—September 2015
DMAW Marketing AdVents—September 2015
Avalon Consulting
While each customer-facing professional is unique, there are certain core traits that are possessed by those who provide excellent customer service. These seven customer service qualifications are useful in hiring, training, and promoting customer-facing professionals.
7 Customer Service Qualifications Everyone Must Have
7 Customer Service Qualifications Everyone Must Have
Adam Toporek
Achieving customer excellence requires being proficient in service, support, and experience. Are your customers satisfied?
Customer Excellence - Why so serious?
Customer Excellence - Why so serious?
Language I/O
My training presentation for the training and coaching of retail staff on the subject of Customer Service. I presented this to the BIRH in 2010.
The Good, The Bad and The Ugly of Customer Service
The Good, The Bad and The Ugly of Customer Service
chrisgrady
In today's day and age of immediate solutions and mobile services, customer expectations of a company's support are higher than ever. In order for your business to thrive in this social world, you can't just have normal customer service reps...you need to have Agent Superheroes.
How to Go Above and Beyond Customer Service, Superhero Style
How to Go Above and Beyond Customer Service, Superhero Style
Desk
Recommandé
World class customer service is a critical element of any successful business no matter how small or how large your company is. Competition is fierce and one negative customer experience can affect your bottom line and spread across social media channels—affecting your image and your brand. This showcase will explore how your company can go beyond the basics of customer service to create a consistent and positive customer and employee experience. Our subject matter expert, Patty Sagert, teaches us how to set your business apart from your competitors by creating engaging, unique, and memorable customer experiences. Watch the presentation: https://www.youtube.com/watch?feature=player_embedded&v=LorRx1ui3PI Featured Speaker: Patty Sagert Campus Director Blaine Campus Rasmussen College
World Class Service 2.0: Going Beyond the Basics of Customer Service
World Class Service 2.0: Going Beyond the Basics of Customer Service
Rasmussen College
Elevating the service culture of bloomingdale through the learnings of mandela
Elevating the service culture of bloomingdale through the learnings of mandela
hopxman
Practical strategies for financial services organizations to shift to a customer-focused mindset. Five critical dimensions of sales success that are often overlooked. Tips for escalating attitudes towards selling.
Why Good Service isn’t Good Enough: Shift Your Mindset- Before They Shift The...
Why Good Service isn’t Good Enough: Shift Your Mindset- Before They Shift The...
Integrity Solutions
Check out the latest DMAW Marketing AdVents – and don’t miss Jamie Natelson’s “President’s Perspective” on page 3.
DMAW Marketing AdVents—September 2015
DMAW Marketing AdVents—September 2015
Avalon Consulting
While each customer-facing professional is unique, there are certain core traits that are possessed by those who provide excellent customer service. These seven customer service qualifications are useful in hiring, training, and promoting customer-facing professionals.
7 Customer Service Qualifications Everyone Must Have
7 Customer Service Qualifications Everyone Must Have
Adam Toporek
Achieving customer excellence requires being proficient in service, support, and experience. Are your customers satisfied?
Customer Excellence - Why so serious?
Customer Excellence - Why so serious?
Language I/O
My training presentation for the training and coaching of retail staff on the subject of Customer Service. I presented this to the BIRH in 2010.
The Good, The Bad and The Ugly of Customer Service
The Good, The Bad and The Ugly of Customer Service
chrisgrady
In today's day and age of immediate solutions and mobile services, customer expectations of a company's support are higher than ever. In order for your business to thrive in this social world, you can't just have normal customer service reps...you need to have Agent Superheroes.
How to Go Above and Beyond Customer Service, Superhero Style
How to Go Above and Beyond Customer Service, Superhero Style
Desk
This is a set of quotations that I use for my customer care/service training sessions
Thought Bakery for Customer Care
Thought Bakery for Customer Care
Mohit Chhabra
Customer service quotes that can serve as an introduction to a discussion on how to improve your company’s customer experience.
Customer Service Quotes
Customer Service Quotes
Bill Quiseng
Coaching is key to helping managers achieve long-term organizational learning outcomes. But myths and misconceptions about coaching often limit managers’ effectiveness – and, ultimately, the performance of the people they should be coaching. Learn how to break the law of limited performance. Help your managers uncover their fundamental motivations for coaching, and give them the tools to develop a more productive leadership style.
Next-level Coaching: Breaking the Law of Limited Performance
Next-level Coaching: Breaking the Law of Limited Performance
Integrity Solutions
customer experience
Customer experience
Customer experience
Jamesadhikaram land matter consultancy 9447464502
As we entered the age of the (connected) customers it has become strategic to deliver a great customer experience. Emotion is the key to create a unique experience and engage your customers.
How to Wow Effect Your Customers ?
How to Wow Effect Your Customers ?
Laurent Adde
Whether you’re an independent practitioner or a corporate communicator, one of the top priorities is always keeping the customers happy. How do you go about doing that? What are the best practices?
The Art of Creating the Exceptional Customer Experience
The Art of Creating the Exceptional Customer Experience
Michael Blachly
Ideas to shift from a transactional to a customer-focused culture and relationship-based selling. Five qualities of a customer-centered culture. Four questions to gauge where your organization is today.
Practical Strategies to Address the Top 10 Issues Facing Banks Today
Practical Strategies to Address the Top 10 Issues Facing Banks Today
Integrity Solutions
Concentrate on creating a great environment for your employees, and they will create a great experience for your customers.
Outperforming your competition with Employee and Customer Engagement
Outperforming your competition with Employee and Customer Engagement
knathan
As a complement to our ‘Reality of the Customer Experience’ session, we take a similar behind-the-scenes look at what’s happening in your stores – from the employee perspective. As sales were happening, our reps were there: shadowing, watching and asking lots of questions. Why aren’t certain employees offering handset insurance or phone trade-in? What information do employees still need and want? Are they pushing certain products over others and if so, why? On the flip side, what are the outstanding sales reps doing? We’ve interviewed them and asked them what motivates them and what sales techniques work best. At the end of the day, employees’ success is your success. This session will take you to the core of their success.
The Reality of the Employee Experience
The Reality of the Employee Experience
iQmetrixCorp
Do you know what a touchpoint really is? How about what customer experience journey mapping is all about? We tackle a few subjects in Customer Experience to educate all of us!
Customer Experience Education
Customer Experience Education
Jeannie Walters, CCXP
Customer Service Training from MMM Training Solutions(www.mmmts.com)
Customer Service
Customer Service
MMMTS
Michael Murphy, Virgin's Brand Manager for Customer Service, discusses the secret sauce for the global brand that is Virgin. 200 companies across 29 countries.
Virgin's Crown Jewels: Great Customer Service
Virgin's Crown Jewels: Great Customer Service
Thor
Quotes you can use as motivation to build stronger relationships with your customers.
10 Great Customer Relationship Quotes
10 Great Customer Relationship Quotes
Viabl
Your job is to delight and serve your customers. By serving your employees and your customers, you'll be in a much stronger position to retain, to upsell and to drive success among your customers. You'll pave the way for word-of-mouth referrals and stay ahead of your competition by building trust with people and by battling the attitude of indifference that so often drives customers away. This class fits into the "Delight" stage of Inbound Methodology - having a paying customer these days is not enough. Let's go one step further. http://academy.hubspot.com/inbound-marketing-certification/delight/delighting-customers
Cultivating happy customers 2014 - Class #11 HubSpot Inbound Academy Certific...
Cultivating happy customers 2014 - Class #11 HubSpot Inbound Academy Certific...
Sorin Magureanu
How to create increased employee engagement and a "wow" customer experience at every touchpoint.
Patrick Hopkins, Imaginasium: A winning experience
Patrick Hopkins, Imaginasium: A winning experience
Imaginasium, Inc.
Presentation on "Customer Service Excellence" by Terry Pilcher during the 6th International Benchmarking Conference organized by Dubai Quality Group from 6-7 March 2012 at Al Bustan Rotana Dubai
"Customer Service Excellence" by Terry Pilcher
"Customer Service Excellence" by Terry Pilcher
Dubai Quality Group
Workshop: How To Align Your Brand Promise With Your Internal Audiences, Increase Growth, And Improve Consumer Satisfaction Description: Mike Lepis, Creative Director and Principal of Vignette recently led the following workshop for internal communications professionals. Connect your brand to your employees and work on a strategic campaign of your own. Vignette has successfully helped clients develop strategies, programs, and tools to overcome brand challenges and help companies develop long-term plans of success. Mike led workshop attendees through the tools & techniques Vignette uses to align company brand promises with their internal audiences, including: * Identify your audiences—what motivates them, how to do they consume internal content, and where are the key opportunities * Produce engaging content that connects your brand message to your internal audiences * Illustrate your brand values through elements of story, message, and design * Create a plan to measure ROI around the challenging area of internal communications
Aligning Your Brand Promise with Your Internal Audiences to Improve Employee ...
Aligning Your Brand Promise with Your Internal Audiences to Improve Employee ...
Vignette
Customer Services Mindset that very important for service companies.
Customer services mindset
Customer services mindset
Adisak Chabtalay
Customer Experience Myth Busting “Customer Experience” is quickly becoming a catch-all to describe anything that is remotely related to customers. This presentation will bust some of the most commonly understood myths out there and set the record straight: - Myth 1: Customer Experience is the same as Customer Service. - Myth 2: It’s nice to do but it’s not going to impact the bottom line. - Myth 3: It’s only relevant to retailers. - Myth 4: You’re sorted if you have a customer experience department.
Customer Experience Myth Busting
Customer Experience Myth Busting
Robert Limb
Customer Service, Customer Support, Customer Success - no matter what it’s called, every company has a team or department that is dedicated to helping its most critical asset: the customer. After all, it’s the happy, successful customers who will spread the word about your great service and will lead to more customers in the long run, right? Here is a compilation of some motivational customer service quotes from a variety of businesspeople and famous figures that anyone in the field is sure to understand, and anyone looking for some inspiration is sure to appreciate.
39 Motivational Quotes for Customer Service Bliss
39 Motivational Quotes for Customer Service Bliss
Placester
Understanding the alignment between good people practices and organisational high performance
People = performance infographic
People = performance infographic
The Growth Company: Organisational Improvement
Today your brand is not determined by the Marketing or PR department but by the people who work for you and the customers who use your products and services. Your staff are your brand ambassadors so how do you build the right workplace culture that supports your brand and connects better with your target audience for business success.
Your people are your brand
Your people are your brand
Richard Anderson
Contenu connexe
Tendances
This is a set of quotations that I use for my customer care/service training sessions
Thought Bakery for Customer Care
Thought Bakery for Customer Care
Mohit Chhabra
Customer service quotes that can serve as an introduction to a discussion on how to improve your company’s customer experience.
Customer Service Quotes
Customer Service Quotes
Bill Quiseng
Coaching is key to helping managers achieve long-term organizational learning outcomes. But myths and misconceptions about coaching often limit managers’ effectiveness – and, ultimately, the performance of the people they should be coaching. Learn how to break the law of limited performance. Help your managers uncover their fundamental motivations for coaching, and give them the tools to develop a more productive leadership style.
Next-level Coaching: Breaking the Law of Limited Performance
Next-level Coaching: Breaking the Law of Limited Performance
Integrity Solutions
customer experience
Customer experience
Customer experience
Jamesadhikaram land matter consultancy 9447464502
As we entered the age of the (connected) customers it has become strategic to deliver a great customer experience. Emotion is the key to create a unique experience and engage your customers.
How to Wow Effect Your Customers ?
How to Wow Effect Your Customers ?
Laurent Adde
Whether you’re an independent practitioner or a corporate communicator, one of the top priorities is always keeping the customers happy. How do you go about doing that? What are the best practices?
The Art of Creating the Exceptional Customer Experience
The Art of Creating the Exceptional Customer Experience
Michael Blachly
Ideas to shift from a transactional to a customer-focused culture and relationship-based selling. Five qualities of a customer-centered culture. Four questions to gauge where your organization is today.
Practical Strategies to Address the Top 10 Issues Facing Banks Today
Practical Strategies to Address the Top 10 Issues Facing Banks Today
Integrity Solutions
Concentrate on creating a great environment for your employees, and they will create a great experience for your customers.
Outperforming your competition with Employee and Customer Engagement
Outperforming your competition with Employee and Customer Engagement
knathan
As a complement to our ‘Reality of the Customer Experience’ session, we take a similar behind-the-scenes look at what’s happening in your stores – from the employee perspective. As sales were happening, our reps were there: shadowing, watching and asking lots of questions. Why aren’t certain employees offering handset insurance or phone trade-in? What information do employees still need and want? Are they pushing certain products over others and if so, why? On the flip side, what are the outstanding sales reps doing? We’ve interviewed them and asked them what motivates them and what sales techniques work best. At the end of the day, employees’ success is your success. This session will take you to the core of their success.
The Reality of the Employee Experience
The Reality of the Employee Experience
iQmetrixCorp
Do you know what a touchpoint really is? How about what customer experience journey mapping is all about? We tackle a few subjects in Customer Experience to educate all of us!
Customer Experience Education
Customer Experience Education
Jeannie Walters, CCXP
Customer Service Training from MMM Training Solutions(www.mmmts.com)
Customer Service
Customer Service
MMMTS
Michael Murphy, Virgin's Brand Manager for Customer Service, discusses the secret sauce for the global brand that is Virgin. 200 companies across 29 countries.
Virgin's Crown Jewels: Great Customer Service
Virgin's Crown Jewels: Great Customer Service
Thor
Quotes you can use as motivation to build stronger relationships with your customers.
10 Great Customer Relationship Quotes
10 Great Customer Relationship Quotes
Viabl
Your job is to delight and serve your customers. By serving your employees and your customers, you'll be in a much stronger position to retain, to upsell and to drive success among your customers. You'll pave the way for word-of-mouth referrals and stay ahead of your competition by building trust with people and by battling the attitude of indifference that so often drives customers away. This class fits into the "Delight" stage of Inbound Methodology - having a paying customer these days is not enough. Let's go one step further. http://academy.hubspot.com/inbound-marketing-certification/delight/delighting-customers
Cultivating happy customers 2014 - Class #11 HubSpot Inbound Academy Certific...
Cultivating happy customers 2014 - Class #11 HubSpot Inbound Academy Certific...
Sorin Magureanu
How to create increased employee engagement and a "wow" customer experience at every touchpoint.
Patrick Hopkins, Imaginasium: A winning experience
Patrick Hopkins, Imaginasium: A winning experience
Imaginasium, Inc.
Presentation on "Customer Service Excellence" by Terry Pilcher during the 6th International Benchmarking Conference organized by Dubai Quality Group from 6-7 March 2012 at Al Bustan Rotana Dubai
"Customer Service Excellence" by Terry Pilcher
"Customer Service Excellence" by Terry Pilcher
Dubai Quality Group
Workshop: How To Align Your Brand Promise With Your Internal Audiences, Increase Growth, And Improve Consumer Satisfaction Description: Mike Lepis, Creative Director and Principal of Vignette recently led the following workshop for internal communications professionals. Connect your brand to your employees and work on a strategic campaign of your own. Vignette has successfully helped clients develop strategies, programs, and tools to overcome brand challenges and help companies develop long-term plans of success. Mike led workshop attendees through the tools & techniques Vignette uses to align company brand promises with their internal audiences, including: * Identify your audiences—what motivates them, how to do they consume internal content, and where are the key opportunities * Produce engaging content that connects your brand message to your internal audiences * Illustrate your brand values through elements of story, message, and design * Create a plan to measure ROI around the challenging area of internal communications
Aligning Your Brand Promise with Your Internal Audiences to Improve Employee ...
Aligning Your Brand Promise with Your Internal Audiences to Improve Employee ...
Vignette
Customer Services Mindset that very important for service companies.
Customer services mindset
Customer services mindset
Adisak Chabtalay
Customer Experience Myth Busting “Customer Experience” is quickly becoming a catch-all to describe anything that is remotely related to customers. This presentation will bust some of the most commonly understood myths out there and set the record straight: - Myth 1: Customer Experience is the same as Customer Service. - Myth 2: It’s nice to do but it’s not going to impact the bottom line. - Myth 3: It’s only relevant to retailers. - Myth 4: You’re sorted if you have a customer experience department.
Customer Experience Myth Busting
Customer Experience Myth Busting
Robert Limb
Customer Service, Customer Support, Customer Success - no matter what it’s called, every company has a team or department that is dedicated to helping its most critical asset: the customer. After all, it’s the happy, successful customers who will spread the word about your great service and will lead to more customers in the long run, right? Here is a compilation of some motivational customer service quotes from a variety of businesspeople and famous figures that anyone in the field is sure to understand, and anyone looking for some inspiration is sure to appreciate.
39 Motivational Quotes for Customer Service Bliss
39 Motivational Quotes for Customer Service Bliss
Placester
Tendances
(20)
Thought Bakery for Customer Care
Thought Bakery for Customer Care
Customer Service Quotes
Customer Service Quotes
Next-level Coaching: Breaking the Law of Limited Performance
Next-level Coaching: Breaking the Law of Limited Performance
Customer experience
Customer experience
How to Wow Effect Your Customers ?
How to Wow Effect Your Customers ?
The Art of Creating the Exceptional Customer Experience
The Art of Creating the Exceptional Customer Experience
Practical Strategies to Address the Top 10 Issues Facing Banks Today
Practical Strategies to Address the Top 10 Issues Facing Banks Today
Outperforming your competition with Employee and Customer Engagement
Outperforming your competition with Employee and Customer Engagement
The Reality of the Employee Experience
The Reality of the Employee Experience
Customer Experience Education
Customer Experience Education
Customer Service
Customer Service
Virgin's Crown Jewels: Great Customer Service
Virgin's Crown Jewels: Great Customer Service
10 Great Customer Relationship Quotes
10 Great Customer Relationship Quotes
Cultivating happy customers 2014 - Class #11 HubSpot Inbound Academy Certific...
Cultivating happy customers 2014 - Class #11 HubSpot Inbound Academy Certific...
Patrick Hopkins, Imaginasium: A winning experience
Patrick Hopkins, Imaginasium: A winning experience
"Customer Service Excellence" by Terry Pilcher
"Customer Service Excellence" by Terry Pilcher
Aligning Your Brand Promise with Your Internal Audiences to Improve Employee ...
Aligning Your Brand Promise with Your Internal Audiences to Improve Employee ...
Customer services mindset
Customer services mindset
Customer Experience Myth Busting
Customer Experience Myth Busting
39 Motivational Quotes for Customer Service Bliss
39 Motivational Quotes for Customer Service Bliss
Similaire à 10 Commandments of Great Call Centers
Understanding the alignment between good people practices and organisational high performance
People = performance infographic
People = performance infographic
The Growth Company: Organisational Improvement
Today your brand is not determined by the Marketing or PR department but by the people who work for you and the customers who use your products and services. Your staff are your brand ambassadors so how do you build the right workplace culture that supports your brand and connects better with your target audience for business success.
Your people are your brand
Your people are your brand
Richard Anderson
I would define ‘Customer Experience’as: ‘How customers or prospective customers perceive their interactions with your organisation’ Customer experience encompasses every aspect of an organisation’s offering - the quality of customer care, of course, but also advertising, packaging, product and service features, ease of use, and reliability. How can you drive a consistently good and improving Customer Experience for your customers or prospects? In this A to Z I’ll give you some of the answers and some tips from Oak Consult
A to Z of Customer Experience
A to Z of Customer Experience
Mark Conway
Today your brand is not determined by the Marketing or PR department but by the people who work for you and the customers who use your products and services. Your staff are your brand ambassadors so how do you build the right workplace culture that supports your brand and connects better with your target audience for business success.
Your people are your brand
Your people are your brand
Richard Anderson
Natural_Training_Commercial_Culture_Whitepaper
Natural_Training_Commercial_Culture_Whitepaper
Robert Driver
Whether it is on a sporting field, in your office or at a pub trivia night, we all know a dream team when we see one. They share certain unmistakable qualities that have the power to make magic happen and success seem so attainable.
9 things you need to do to build your dream team
9 things you need to do to build your dream team
Naomi Simson
Slides used by Values Coach CEO Joe Tye in a presentation for annual conference of NAPR and NALTO in Phoenix on 4-13-12
Honey & Glue - Values-Based Recruiting & Retention Strategies
Honey & Glue - Values-Based Recruiting & Retention Strategies
Joe Tye
Customer Service New
Customer Service New
guest665fc089
this presentation discuss the two topics in Marketing.
Marketing yourself and Customer Service
Marketing yourself and Customer Service
Rodolfo Ybañez
Company Culture is your company’s personality. It is the shared beliefs, values and practices that make up your company and the unique way everybody at the company sees the rest of the world.A properly implemented company culture is necessary to help companies develop a well-defined market position.
Company culture
Company culture
Key difference
Understanding employee engagement and its impact on organisational performance
Understanding employee engagement
Understanding employee engagement
The Growth Company: Organisational Improvement
Strategic Customer Care Course marketing
Strategic Customer Care Course marketing
Susan Rafftery
Chance to win Walmart gift card
Trabalho
Trabalho
AlessandroBertotti1
Customer Service Training Plan
Customer Service Training Plan
Mara Rodas
Companies struggle today to create the experiences their Marketing say they do. It boils down to Culture and the consistent behaviours of all employees across all levels of management. Here's my presentation from the Africa HR Summit.
Cordialism: Africa HR Summit
Cordialism: Africa HR Summit
Erik Vermeulen
Today, I would like to take you to the basics and share with you a short and clear list of customer service essentials. Most of them are fairly common knowledge, and they won’t take you much effort to follow, but still they are absolutely critical to ensure you perform your job professionally and serve your customers right.
10 DO's and DON'Ts in Customer Service for Hotels and Restaurants
10 DO's and DON'Ts in Customer Service for Hotels and Restaurants
Bam Ramirez
Business Development
Business Development
Business Development
Cabdirahmaan Yuusuf
Today, we give you some corporate culture mistakes done by leaders that even though they had good intentions, they failed big time .
Some corporate culture mistakes that are very common in the business world