My newest course on LinkedIn Learning is “Championing the Customer in Everything You Do.” It is intended for any role in the organization, at any...
Read More >>>Category Archives: LinkedIn Learning
What Do Your Customers Want? 10 Expectations to Guide Your Service Strategy
Understanding what customers want is essential to building an effective customer service strategy. In turn,...
Read More >>>The Enablers: 3 Essentials for High-Quality Customer Service
Some managers assume that quality standards are primarily for individuals, those actually delivering the service. But don’t miss half the fun and half the value....
Read More >>>Prioritize CX Improvements Using 7 Criteria
You’re probably familiar with Nike’s slogan, “Just do it.” You know what to do. You have the means to do it. Now it’s a matter...
Read More >>>Transform Service Efficiency with Forecast Accuracy and Schedule Adherence
An important part of delivering effective and efficient service is anticipating customer demand, or put...
Read More >>>Customer Feedback: Innovate, Realign and Read Between the Lines
Managing customer feedback is ongoing. It’s a way of doing business, and you get better...
Read More >>>Empowerment: How Much Guidance Is Too Much – Or Not Enough?
If you want to bring out the best in your team, empower them to make...
Read More >>>AI in Customer Service: The Nifty 9
When it comes to using artificial intelligence, many organizations just jump in and automate what they can, but those with the best service start first...
Read More >>>The Psychology of Queues
From a customer’s perspective, there are two basic types of queues. (And I don’t mean long ones and short ones.) Queues are either visible or...
Read More >>>The ROI of Customer Service: Overcoming Objections
Understanding the value of customer service and how to quantify that value has never been so important. And that’s true for any organization and for...
Read More >>>Boosting Your Contact Center’s Strategic Value
The most effective leaders focus on the contact center’s opportunity to create value for customers and the organization. There are three levels on which contact...
Read More >>>Voice of the Customer: As Essential as Oxygen
Feedback from customers is like oxygen. Your organization has to have it to survive and thrive. Voice of the Customer, or VOC, is the process...
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