Beyond Philosophy

OCTOBER 31, 2016

Like millions of Wells Fargo customers, Lorraine and I have checked to see if we had any accounts opened with the bank without our consent. Like millions of Wells Fargo customers, we don’t trust them because they lied. The BBB rating is not the worst of their problems.

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ShepHyken

JULY 30, 2021

To start providing the service, you may need to pay for online courses or take an exam to get a certification , but it will definitely be worth it! Also, get certified or take an online course that will enable you to start offering a whole new service your clients need. is the founder of CMA Exam Academy. As a CMA and CMA coach,?Nathan?mentors

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ShepHyken

SEPTEMBER 30, 2020

And of course, one of my favorite “holidays” is National Customer Service Week , which happens the first full week of October each year. Customers are people, not account numbers. The responses we got were pretty common sense (but of course, common sense isn’t always so common!). This year it’s October 5-9.

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Customer Service Surveys Accountability Customer Experience 331

ShepHyken

DECEMBER 26, 2023

A speedy response creates confidence. Be more accountable – Don’t make excuses or blame others. Of course, you have, and I’ll bet you didn’t like that surprise. I often joke about a company that took four days to get back to me with an answer. If I wanted the answer in four days, I would have waited four days to ask the question!

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Customer Service Accountability Customer Experience 412

Beyond Philosophy

DECEMBER 19, 2016

In our customer experience consultancy, we help companies design a customer experience that that fosters customer loyalty and engagement by taking customers’ emotional behavior into account. Learn more about the psychology behind customer behavior and how to build customer loyalty, sign up for one of the Beyond Philosophy training courses.

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Sales Banking Customer emotions Education 353

Beyond Philosophy

NOVEMBER 20, 2015

I had it all: a big expense account, a big budget, and a big salary. I quit, of course! Of course not! Everyone has faults (except my wife of course! I was a senior executive with 3,500 people reporting to me globally. I had worked my way up and found my place in corporate life. No, I didn’t break down.

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Consulting Consulting Customer Experience Accountability 344

Beyond Philosophy

JANUARY 14, 2015

Real life – stranger than fiction (of course). A separate enrollment application is required with no apparent linking to the charge account. At the end of the transaction I remember that we’re members of this new program and ask the clerk if the purchase can be credited to our loyalty account.

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Beyond Philosophy

JANUARY 12, 2015

Philosophy drives my actions, of course , including the following five: Philosophy #1: Experiences are not just about the “what” but also the “how.”. Philosophy #3: Emotions are a huge part of any Customer Experience, in fact according to our research it accounts for over half of an experience.

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Customer Experience Employee engagement Consulting Consulting 409

Toister Performance Solutions

NOVEMBER 17, 2022

Accountability is difficult. For a few managers, accountability discussions feel like the first step towards inevitably losing an employee. A LinkedIn post asked managers to share what they find most difficult about holding customer service employees accountable. What is employee accountability? It's hard.

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Accountability Customer Service Coaching Best practices 97

Beyond Philosophy

AUGUST 9, 2017

do not have a bank account at an insured institution (unbanked), which translates to about nine million households. Underbanked describes a household that has a checking and/or a savings account but has found outside resources for banking products, meaning other than financial institutions. households, around 24.5 I rarely use cash.

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Beyond Philosophy

JULY 14, 2022

Of course, it must be appropriate and provided at the proper time. So as we go through these four theories of humor, let’s consider how we can apply these concepts to business, whether through the contact center, account management, or marketing. . But, of course, the critical word here is “positive.”

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Beyond Philosophy

MARCH 23, 2015

For example, to the employee who presented both a problem and solution with an account: “I like how you came in with a proposed solution for that problem we had with the account. It makes my job easier when I have solutions presented to me instead of just problems.”. This does not mean, however, negative feedback is never warranted.

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Accountability Feedback Personalization Customer Experience 327

Myra Golden Media

JUNE 12, 2018

“Can I please have the email address associated with your account? This fantastic tip comes directly from my Telephone Skills online training course , which is part of my customer service eLearning catalog. Learn more about our online classes and sample courses here.

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Accountability Customer Service Customer Experience 214

Steve DiGioia

FEBRUARY 7, 2022

But, and this is a big but… When employees know they can continually bypass certain rules, guidelines, or procedures because the boss never seems to hold them accountable, they become emboldened. Of course not! They feel untouchable. They believe they can get away with this or that with little repercussions.

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ShepHyken

JANUARY 15, 2024

Extreme accountability is seeing beyond the current circumstances and committing no matter what. Accountability isn’t about assigning blame. Instead of holding others accountable with blaming questions, invite accountability by asking employees questions to reveal the choices that were made and their consequences.

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Accountability Coaching Best practices Customer Service 223

ShepHyken

SEPTEMBER 18, 2020

Of course, it’s important to take into account the kind of feedback you’re asking for. Instead of simply telling your team, “We’re doing pretty well with customer service,” you can show them just how well they’re doing. And seeing the actual data can be a big motivator. or “Please rate your service on a scale from 1 to 5.”.

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Beyond Philosophy

AUGUST 12, 2020

It gives you a rational customer process, meaning an account of how they move through your experience from point A to point B, but no insight into how people behave as customers and why they do what they do. . We discussed the problems with journey mapping in a recent podcast. Rule #4: Build deliberate memory points. .

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Journey mapping Consulting Consulting Marketing 468

Callminer

FEBRUARY 19, 2020

There are numerous issues for which call center managers and leaders must account in running a successful customer support operation. Service volume tends to slacken and swell over the course of each season, causing staffing needs to shift above or beneath your current workforce’s numbers. Ballooning Call Volume.

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Call Center Accountability Technology Customer Support 287

Steve DiGioia

APRIL 19, 2021

Here are a few examples: I’m sorry we gave you the wrong information about how to update your online account. We should have checked first to see whether you had a Vendor account or a Supplier account. We’re sorry that you had trouble finding the images you had stored on StockFoto. Follow Leslie on Twitter @LeslieO.

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Beyond Philosophy

JANUARY 9, 2017

Google Account Executive Derek Humphrey told the auto show crowd. Learn more about creating an excellent Customer Experience instead of driving your customers away – train with Beyond Philosophy’s suite of training courses – get 10% discount with promo code LASTCHANCE. Share your experience below.

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Beyond Philosophy

DECEMBER 6, 2019

Ensure that you take that into account when you make these decisions. It was a joke, of course, but it also shows the mentality of the company and their perception of customers. Are you too focused on sales revenue? In our Global Customer Experience Consultancy, we were doing some work with an airline.

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ShepHyken

JANUARY 18, 2017

The accountant needs accounting skills. And, of course the IT department needs people with IT skills. Hone the list down to the top ten core traits needed to be customer-focused for your organization. Then add to the list the specific skills needed for the specific job. The doctor needs doctor skills.

Customer Service 236

Customer Service Accountability Personalization Customer Support 236

Steve DiGioia

JUNE 26, 2023

We sit through seminar after seminar to learn the latest tactics to enhance the customer experience and spend thousands of dollars on certification courses signaling to our peers our “expertise”. And countless experts have built impressive careers by writing books, making speeches, and hosting training courses and podcasts.

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Beyond Philosophy

MAY 14, 2020

Of course, we don’t always meet the people we are interacting with face-to-face. Ahearn says that’s why we turn to a CPA to do our accounting or hire an attorney for legal support. However, hold them accountable for their answers. Look for what you have in common. Give them genuine compliments.

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ShepHyken

APRIL 28, 2024

For context, these are the customers who continue to buy from you over and over again, and should account for the majority of your total sales. This article includes five ways to manage the VIP experience, and of course, there’s technology, personalization, and more. Of course, the trend in AI is at the top of the list.

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Beyond Philosophy

FEBRUARY 3, 2016

Of course, these days the T-Rex and Saber-toothed tigers are characters in kids’ movies instead of real threats. So the fact that you don’t remember how to do a quadratic equation, the username or password to your long-abandoned DropBox account or your mother-in-law’s birthday is still only explained by foolishness.

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ShepHyken

APRIL 2, 2021

Delivering excellent customer service means understanding the ins and outs of your customer personas, your competitive landscape, your business, and – of course – your own organization and industry. alone, e-commerce now accounts for 16.1% Misconception #2: Customers only want self-service options. In the U.S. of all sales.

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Customer Service Metrics Self service Average Handle Time 303

Beyond Philosophy

FEBRUARY 20, 2017

Of course, sometimes companies have to change the way they do business, and that might mean taking away some benefits and adding new ones. No doubt those free slices of deli meat cost Publix money, and the back and forth of offering samples slows down the deli line. But my grocer took away a benefit with no explanation.

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Journey mapping Consulting Consulting Customer Experience 302

Myra Golden Media

JANUARY 15, 2019

One of the things I’m working on for 2019 is giving you tools to help you coach your employees and hold them accountable so that they are positioned to deliver the best possible customer experience. I have an online course I’ve arranged for you take and I will meet with you once a week for the next 4 weeks to provide feedback and coaching.

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Beyond Philosophy

DECEMBER 10, 2021

Of course, things like “enrichment” are hard to measure. Instead of complaining that people don’t use Net Promoter appropriately, Reichheld decided to present an alternative that’s an appropriate metric to hold people accountable. In other words, people in accounting go to jail if they cheat. .

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Airlines Metrics SaaS Accountability 273

Beyond Philosophy

OCTOBER 3, 2014

Running it your way is a short sighted approach, however, because it doesn’t take into account what the Customer wants. Professional ability is important, of course, but after that, attitude and personality are things they look for in new members for the team.

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ShepHyken

AUGUST 16, 2023

And whoever oversees scheduling must make sure the restaurant is appropriately staffed.  Of course, there is more than just hiring, training, and staffing, but the point is not to be so quick to blame the employee for a bad customer experience. Whoever is in charge of training must give the employee the skills needed to do the job.

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Customer Service Personalization Customer Experience Management 296

ShepHyken

JULY 11, 2023

It’s too bad about all that noise from the road construction.” The front desk employee practically cut me off and curtly stated, “It’s out of our control.” Of course, I knew it wasn’t the hotel’s fault. I responded, “I love this hotel. I didn’t blame them, but she was quick to point that out anyway.

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Construction Customer Service Customer Experience Management 296

Beyond Philosophy

MAY 14, 2022

How many products are on Amazon Subscription in your Prime Account? Food and Beverage report by Attest, a consumer research platform, we learned that Of course, they also have a lot of benefits to the companies that offer them, not the least of which is a steady stream of income from its customer base. How about music streaming?

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Consulting Consulting Accountability Surveys 195

ChurnZero

MARCH 18, 2022

But I don’t want to disincentivize my best CSMs from taking the hardest accounts. The post Q&A recap: crash course in Customer Success and SaaS metrics with Dave Kellogg appeared first on ChurnZero. If I were a CSM or a CSM manager, I would try to somehow weigh or factor that in. They got lucky.

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SaaS Metrics Surveys Enterprise 98

Callminer

MARCH 2, 2020

However, achieving the fastest possible resolution speed – over the course of a single call – can prove to be more complicated than it seems. Solving a caller’s problems quickly can significantly improve their perception of your organization’s overall quality and competency. Product and Service Information.

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First call resolution Analytics Metrics Call Center 291

ShepHyken

SEPTEMBER 11, 2020

In order to win the heart and the business of customers, it is advisable to take these evolutions into account. As a company, you can make use of your strengths to create a positive added value for the community. How to Create an ‘Offer They Can’t Refuse’. It is the minimum layer to win the business of your customers.

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