Less equals more when it comes to the relationship between effort and conversion. Contrary to long-held beliefs, the "delight factor" as part of the customer service experience yields less than simply meeting customer needs and valuing your customers' time.
So what makes a great customer service interaction? This 6-minute watch reveals that what customers really want is a quick and easy answer. Companies who offer self-service and/or live chat have been able to prevent customers from having to pick up the phone (more effort for them, more cost to you), and have increased conversion rates by as much as 20 percent.
We all know that delivering an incredible customer experience is key in keeping your customers not just satisfied, but also happy. Knowing where to start can be the trickiest part, but that’s where Annette Franz enters the picture.
Watch this recorded 45-minute webinar, where she shares the 7 steps to customer experience heaven. You’ll not only learn where to start, but who to include in the process, how to handle challenges that pop up along the way, and how to make sure the customer is at the center of every conversation. This webinar is a must-see for customer support and experience professionals at all levels, and you’ll walk away with actionable tips and tricks that can help you start transforming the customer experience at your company today.
Customer service is more than just a department or a job description - it’s a philosophy and an attitude, and it’s the way we do business. And when you embrace this philosophy, you know that getting to know your customers is the first step in building strong, lasting relationships with them.
Watch this 30-minute webinar, where customer service expert Shep Hyken will share steps for creating moments of magic for your customers - not just today, but every day. You’ll learn about managing the first impression, demonstrating knowledge to create credibility, techniques for dealing with confrontation, and more. This webinar is a must-see for companies who are customer-centric, as well as those who aim to be.
Being polite might seem easy: Someone does something nice, you say “thank you,” right? As it turns out, that all depends on your location. Manners are different all over the world. So doing business—especially providing customer service—in a world brought closer together by technology can be a daunting task.
One thing is sure: you need to treat people with respect. We hope this infographic will allow you to do just that, by helping you navigate the world of global manners.
But be warned, even within many countries, manners will differ from region to region, neighborhood to neighborhood, and person to person. Always do plenty of research when traveling abroad or interacting with customers in countries outside of your own.
The most difficult customer service situations demand more of customer service agents than just good intentions and the right attitude - they can send even the most seasoned agent into red alert and require the communication skills of a crisis counselor.
Watch this 1-hour webinar where communication skills author, speaker, and psychotherapist Rich Gallagher explains how to use the right words to turn volatile scenarios into calm and productive customer encounters. Through tested techniques, lessons from behavioral science, and case studies, Rich will help you learn the delicate art of defusing even the worst customer situation - all while boosting your skills and confidence for dealing with any customer. This webinar is a must-see for agents and managers alike.