June 6, 2019 — Last week we launched the Customer Service Week website and announced the 2019 theme — The Magic of Service™. The theme recognizes that everyone has it in their power to create magic for customers and coworkers. And we have some very special gifts for the people on your team who make…Continue reading Continue reading
Constant Contact conducts more than half a dozen different surveys designed to identify customers who may be unsatisfied or who may have valuable feedback to share. It’s Barbara Frye’s job to analyze survey responses, contact customers, and resolve problems. Her personal attention and follow up are paying off in increased Net Promoter Scores. And customers are especially complimentary about the process. They note that their contacts with Barbara were unexpected, positive and very helpful. As one customer says, “I was very impressed with the way Barbara answered my questions and concerns. Knowing that the company cares about my relationship with it means a lot.”Learn more about the award
May 29, 2019 — We are delighted to present the all new 2019 Customer Service Week theme, logo, website, and much, much more. This year’s Customer Service Week theme is The Magic of Service™. The theme recognizes that good service is magical. It can turn an unhappy customer into a satisfied long term customer. It…Continue reading Continue reading
May 22, 2019 — Every year, teams from all over the world celebrate Customer Service Week: Small groups and large, single location and multi-site, simple and over-the-top. But the people who celebrate all have a few things in common: 7. They enjoy puzzles. Every year Customer Service Week puzzles are cited as a celebration highlight. From…Continue reading Continue reading
A focus on feedback improves service — The brief video below from Bain & Company explains how the Net Promoter Score was developed and how it’s used.
Stay calm no matter what — In the brief video below, service consultant Barbara Burke explains how to remain in the moment, resist reacting emotionally, and really consider the options.
May 15, 2019 — Every year, teams from all over the world celebrate Customer Service Week: Small groups and large, single location and multi-site, simple and over-the-top. But the people who celebrate all have a few things in common: 4. They get creative. Paint ’n’ sip parties, cake decorating contests, and a range of craft projects…Continue reading Continue reading
May 9, 2019 — Every year teams from all over the world celebrate Customer Service Week: Small groups and large, single location and multi-site, simple and over-the-top. But the people who celebrate all have a few things in common: 1. They play games. Games based on popular TV shows are always a hit. But that’s just…Continue reading Continue reading
Answers from frontline reps — Customer experience. In our department, two of the most important things monitored and measured are member experience and time management. Member experience refers to how the member was treated and assisted during the interaction with our Member Service Representative (MSR). Did the MSR actively listen to the member, treat them as a…Continue reading Continue reading
April 18, 2019 — Sometimes a customer gets upset, for no apparent reason, right in the middle of a conversation. How do you get back to the subject at hand without minimizing the outburst or its causes? According to Robert Bacal, author of Perfect Phrases for Customer Service, the secret to getting a customer back on…To read more — login/sign up
Spring cleaning, not just for the home — Here are tips to help you organize your desk, files, email inbox, and more.
Identify personality types to deliver better service — Read this useful document from the Carlson Learning Company which provides insights on how managers and employees with different personality styles can work better together.