Inside Customer Service
MAY 11, 2023
You've sent your team through customer service training. I've repeatedly used them to demonstrate the impact of customer service training to executives. Why evaluate customer service training? Step 1: Identify expectations Start by meeting with the person who asked for the customer service training.
Inside Customer Service
APRIL 22, 2021
Customer service managers write a lot of procedures. Customer experience becomes inconsistent. Service quality erodes. Here's a five step process for writing customer service procedures your employees will love. Next, the manager started sharing each mystery shopper report with the team.
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Inside Customer Service
FEBRUARY 2, 2023
Friendly employees can even help offset the impact of slower service or a higher error rate. How friendliness connects to customer satisfaction The Intouch Insight study used mystery shoppers to evaluate the drive-thru experience at ten fast food brands. Let's look at the data. More than 1,500 visits were completed.
Customers That Stick
DECEMBER 15, 2014
Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. Thoughts on the Customer: The Sympathetic Holiday Shopper. The Month in Customer Service Blogging. VOLUME 37: November 2014. Is this an oxymoron?
Qualtrics
FEBRUARY 21, 2021
We’ve heard of them before, but what does a mystery shopper do and how can they drive customer experience improvements? What is a mystery shopper? A mystery shopper, or a secret shopper, is a person who is hired to audit a company to see if they meet standards. Who hires them? What do they do?
Service Quality Institute
APRIL 6, 2021
There are so many elements that make up the customer experience. To some, it is knowing about your products and services. The obstacle many of us face is we think we’re awesome at customer service. When I released Feelings in January 1980, it was the world’s first customer service training program.
SugarCRM
AUGUST 19, 2020
So, when SugarCRM sat down to learn about customer experience management from Micah Solomon, renowned customer service and CX expert, author, keynote speaker, and webinar host to delve into his customer-centric brain ahead of his upcoming webinar series with Sugar. . Here’s what he had to say. .
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