The Employee Engagement Blog

The Employee Engagement Blog

Customer Service or Customer Care: What’s the Difference?

Posted by Stephen Spiegel on Oct 2, 2018 9:00:00 AM

Customer service has an inward flow. Customer care flows outward. You need to know who should practice each, and how both contribute to the overall customer experience.

You wouldn’t be reading this if you didn’t have competitors that are snatching up prospects and customers. You do – and they can match you on price, as well as quality. How, then, do you differentiate yourself?

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Topics: Customer Service, Customer Care, Customer experience

The Future of Customer Service Technology

Posted by Stephen Spiegel on Jul 4, 2018 8:34:00 AM


An insider look at some exciting tech tools for customer service 

Providing customers with the attention they demand—and deserve—means not only being available but also being patient enough to address their concerns respectfully. 

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Topics: customer satisfaction, measurement, Customer Service

Should You Use Social Media to Solicit Customer Feedback?

Posted by Stephen Spiegel on Nov 8, 2017 9:00:00 AM

The pros and cons of social media to get customer opinions

Social media is a popular way for companies to engage with customers one-on-one. Many companies use their social media platforms as a way to solicit feedback and learn what “fans” are thinking so they can address potential problems. On the flip side, more and more customers are choosing social media as the preferred method for reaching companies when they have an issue. In fact, a Conversocial study found that 43% of customers now expect social media channels to be integrated with other customer service channels.

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Topics: Customer Service, customer feedback

KISSing Customers: Cognitive Overload and How It Gets in the Way of Feedback.

Posted by Stephen Spiegel on Oct 25, 2017 2:37:00 PM

If you ask your customers to think too much about the job you’re doing, they’re not going to tell you how well you’re doing it.

No question about it. We want to get feedback from our customers – but here’s the thing: they’re not always willing to tell us what they think, even when we offer them the opportunity. What’s up with that?

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Topics: managed service providers, Customer Service, crewhu features, customer feedback

Why You Should Crave Negative Customer Feedback

Posted by Stephen Spiegel on Oct 11, 2017 2:16:00 PM

Finding strength in humility.

You’ve failed – a customer is livid, ranting, and talking about going elsewhere. Convention demands a calm, non-defensive, humble exterior; after all, the customer’s always right – even when they’re wrong. Handling criticism functionally might be the most difficult aspect of conducting any type of business; it’s also the most crucial

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Topics: Customer Service, crewhu features, employee engagement, managed service providers

Connecting the Dots: Why You Should Connect With at Least 1 Customer Every Day

Posted by Stephen Spiegel on Sep 13, 2017 2:13:00 PM

They’re the ones who need to tell you how you’re doing.

How often do you talk to your customers? If your answer is, “When they call you,” it’s time to make some changes. You’re missing out on powerful opportunities to find out how your business can help them.

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Topics: Customer Service, managed service providers, crewhu features

5 Ways to Increase Customer Satisfaction Survey Responses

Posted by Stephen Spiegel on Aug 10, 2017 12:04:06 AM

Make it easy for your customers to provide feedback

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Topics: Customer Service, managed service providers

Feedback Surveys Can Give You Great Insight into Customer Happiness

Posted by Stephen Spiegel on Jun 5, 2017 11:14:27 AM

            

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Topics: Customer Service, managed service providers

Improving Customer Satisfaction Scores

Posted by Alona Bolotnikova on Feb 2, 2017 1:47:12 PM

            

Happy customers should be a priority for any business, and using customer service management tools like a client satisfaction survey provides you with invaluable information. Based on client data, improving a CSAT score from the 70%’s to the 90%’s can take little effort, but increases client retention over 50%. So what is a simple way to increase your customer satisfaction scores?

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Topics: Customer Service, managed service providers

Proactive Customer Service: 5 Steps to Collect Customer Feedback

Posted by Stephen Spiegel on May 19, 2016 9:09:29 AM

 

Set up your customer satisfaction rating snippet:

If you are reading this you probably deliver excellent and proactive customer service. You don’t just take care of your customers but you go above and beyond to make sure your customer satisfaction levels are through the roof.

If your company uses Crewhu employee recognition software and your position has access to the customer service rating snippet, you will be able to collect customer service feedback easily and measure your customer satisfaction score over time. This blog explains how to attach the rating snippet to your email signature.

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Topics: Customer Service, Help