McKensey

OCTOBER 24, 2023

Telcos increasingly rely on customized commercial marketing. But integrating those efforts with service-related outreach into a comprehensive next-best-experience engine is critical for growth.

Customer Service 136

Customer Service 136

Insperity

SEPTEMBER 17, 2024

The cost of neglecting HR When HR initiatives are ineffective or treated as an afterthought, organizations may experience a range of negative consequences that include: Poor reputation Inability to recruit and retain top talent Conflict within the organization Toxic workplace culture Low employee satisfaction, engagement and morale Increased absenteeism (..)

Onboarding 264

Onboarding Leadership Legal Influencing 264

Insperity

NOVEMBER 3, 2016

Do a few of your in-house customer service reps need to learn the art of outside sales and contract negotiations? After all, your customer service reps are going to have to go on several sales calls with your top salespeople to absorb and learn before they’re ready to fly solo. Your training should align with these goals.

Leadership 271

Leadership Customer Service Training Supervising 271

Vantage Circle

AUGUST 23, 2024

If recognition initiatives focus on customer service, track customer satisfaction metrics such as Net Promoter Score (NPS) or customer feedback ratings. Improved customer satisfaction can be attributed to engaged and motivated employees who feel valued through recognition programs.

Customer Service 109

Customer Service Software Food Decision Making 109

Success

DECEMBER 19, 2024

While AI can streamline tasks such as data analysis, customer service and even creative work, its limitations remain. Jobs in customer service, human resources and other administrative roles are particularly vulnerable. working hours, displacing millions of workers.

Customer Service 103

Customer Service Problem-Solving Creativity Technology 103

Insperity

NOVEMBER 29, 2016

Whether over the phone or in person, customers sense how happy your employees are to work there. But culture impacts customer service just as much because your employees, whether happy, aggravated, frustrated or satisfied, interact with your customers. We often talk about how company culture affects employees.

Problem-Solving 273

Problem-Solving Customer Service Teamwork Influencing 273

The Receptionist

JULY 2, 2024

Some common complaints from people who report having received poor customer service are: Long wait times: Whether on the phone or in person, people don’t like to wait. No follow-up: Customers can get upset or annoyed when they contact a business to resolve an issue and don’t hear back.

Customer Service 243

Customer Service Purchasing Sales Problem-Solving 243

Insperity

NOVEMBER 1, 2018

For example, a hospital may decide that caring customer service is a core value. A display of good customer service for an orderly may translate into walking a patient to the location of their next procedure, versus just giving them directions. So, what does that look like for different hospital employees?

Customer Service 269

Customer Service Training Communication Maintenance 269

Spiceworks

SEPTEMBER 12, 2023

Boost the evolution of workforce management by prioritizing employees and leveraging real-time tech for resilient customer service. The post How To Put People First in Your WFM Strategy appeared first on Spiceworks.

Customer Service 189

Customer Service Prioritization 189

Insperity

AUGUST 3, 2021

It is simply service that measures success.”. > Related blog: 8 ways to coach employees to better customer service. “It is not the style of clothes one wears, neither the kind of automobile one drives, nor the amount of money one has in the bank that counts. These mean nothing. George Washington Carver. >

Leadership 348

Leadership Teamwork Customer Service Coaching 348

Success

OCTOBER 18, 2024

Artificial intelligence (AI) is transforming industries , reshaping everything from customer service to scientific research. As individuals and businesses increasingly rely on AI for tasks such as customer service and data analysis, the cumulative energy cost could strain power grids.

Planning 97

Planning Customer Service Computer Cleaning 97

Insperity

MARCH 20, 2025

Customer impact A disengaged workforce can lead to lower-quality customer service and damage your companys reputation. Subpar experiences are more likely to occur in this state, making customers or clients feeling undervalued.

Problem-Solving 194

Problem-Solving Payroll Customer Service Leadership 194

Insperity

APRIL 16, 2020

Customer service reps, salespeople and IT specialists may be entirely successful conducting business in another location, whether that’s a home office or a co-working space. It’s important to recognize that not every job is suitable for remote work. Nor is every employee well-suited to work from home.

Supplies 345

Supplies Software Technology Customer Service 345

Insperity

JUNE 20, 2019

Top-notch customer service. When employees are happy, it makes sense that your customer service is stronger. It’s easier for an employee to provide good customer service when they’re flourishing in the right environment. Happier employees make better products and better products attract customers.

Customer Service 223

Customer Service Sales Flexibility Flexibility 223

Workplace Insight

DECEMBER 3, 2024

Such environments foster thriving teams with improved productivity, retention, and customer service outcomes. These organisations achieve engagement rates of 75 percent among managers and 70 percent among employees, significantly surpassing the global averages.

Customer Service 105

Customer Service Reporting Legal Influencing 105

Insperity

AUGUST 27, 2019

All things being equal (tasks, salary, working conditions), companies with consistent, reliable customer service are ultimately rooted in a culture where management values servant leadership. Stephen Covey, in his book “The Seven Habits of Highly Effective People,” said, “Seek first to understand, then to be understood.”.

Leadership 264

Leadership Influencing Customer Service Controlling 264

Office Snapshots

MARCH 4, 2025

Located in Bristols central neighbourhood of Temple Meads, the workplace will serve as a contact centre and training hub to better enable Dojos fast-growing team to provide expert customer service to over 126,000 businesses.

Customer Service 96

Customer Service Onboarding Flexibility Flexibility 96

Spiceworks

JULY 10, 2023

Most customers won’t even complain; they just leave after a few negative customer service experiences. The post No Self-Service Is Better Than Bad Self-Service, Say Customers appeared first on Spiceworks.

Customer Service 167

Customer Service 167

Insperity

OCTOBER 4, 2016

Mary, your number one customer service representative, has built a solid relationship with your top customers. You take your most productive resources – your most seasoned managers and staff – out of circulation. Think about the trickle-down effect this can have.

Customer Service 279

Customer Service Salary Training Promotion 279

Insperity

APRIL 29, 2021

Your benefits package helps to keep employees satisfied, engaged and connected with your workplace, which impacts work quality, customer service and long-term retention. If you don’t deliver at least what’s considered standard in your industry, you won’t be able to compete – much less be considered an employer of choice.

Insurance 321

Insurance Customer Service Controlling Planning 321

Success

NOVEMBER 12, 2024

An engaged employee participating in corporate philanthropy efforts develops a sense of commitment to his or her company, which results in improved customer service and a willingness to work toward a common goal.

Manufacturing 98

Manufacturing Customer Service Teamwork Cleaning 98

Insperity

OCTOBER 11, 2016

Whereas, during orientation, you would explain the company’s overall commitment to customer service. Orientation. Focus: Role in company. Duration: One-time event. Setup: Classroom. Content: Big picture. Outcome: Ready for training. Onboarding. Focus: Role in department.

Onboarding 278

Onboarding Customer Service Training Computer 278

Vantage Circle

JANUARY 5, 2025

For example, when a leader publicly praises a team for going above and beyond in customer service, it not only acknowledges their great work but also reinforces how this aligns with the company’s mission. Effective communication also helps leaders convey why certain behaviors are being recognized.

Communication 98

Communication Leadership Customer Service Influencing 98

Tanveer Naseer

OCTOBER 5, 2022

Steve Curtin is an expert on customer service management and leadership. After a 20-year career at Marriott International working in operations, human resources, sales and marketing, Steve launched his own consulting company to help organizations improve their customer service operations.

Customer Service 145

Customer Service Purchasing Sales Consulting 145

Insperity

OCTOBER 20, 2016

For example, you might say, “I know you have a lot on your plate right now, but I have received several compliments from our clients about the excellent customer service you’ve delivered to them. Continuously discuss how difficult short-term workloads will help the long-term outlook for the company. Good job!”.

Customer Service 276

Customer Service Planning Creativity Flexibility 276

Insperity

AUGUST 7, 2018

That company’s customer satisfaction rating is dependent upon the efficiency and professionalism of an entire team or group of teams. The customer service representative (CSR) on the phone (or online chat) must sell the right package – or, hopefully, upsell the new customer on a more premium service.

Customer Service 203

Customer Service Teamwork Mentoring Equipment 203

Insperity

OCTOBER 6, 2016

You’re also within legal boundaries to stop any disruptions that affect customer service or the team’s overall performance. Free speech rights don’t absolve you from monitoring workplace discussions. Managers have a responsibility to make sure employees feel comfortable in their environment.

Legal 266

Legal Government Customer Service Computer 266

Insperity

NOVEMBER 5, 2019

When you’re planning to make a decision that will impact your customers, it makes sense to hear from them. In a shared decision-making process, like our product manager example, you can gather insights from your sales, customer service and technical support teams and major customers.

Decision Making 202

Decision Making Customer Service Software Sales 202

Insperity

SEPTEMBER 13, 2016

That’s because it’s people who provide great customer service. If your employees don’t come to work, you can’t run your business. Likewise, if your HR strategy doesn’t support your business goals, you may not meet them. It’s people who stay late to meet deadlines.

Leadership 270

Leadership Problem-Solving Customer Service Influencing 270

Insperity

SEPTEMBER 30, 2021

A PEO can save time by offering a customized service model that’s ready to scale seamlessly. Failure to do so can potentially divert resources from the core growth plan and create delays in scaling up while HR retools and expands to handle enterprise functions. This allows company leadership to focus on growth.

Onboarding 246

Onboarding Customer Service Purchasing Planning 246

Insperity

FEBRUARY 4, 2020

An ill-equipped employee can be either overwhelmed or underwhelmed by their job responsibilities and make mistakes, overlook critical details and provide poor customer service. Your clients won’t stick around if the quality of your product or service takes a nosedive. Your clients have certain expectations of your business.

Training 298

Training Transportation Salary Customer Service 298

Insperity

JUNE 15, 2023

They’re more productive, provide better customer service and are less likely to leave the company. When managers are visibly committed to their work and role as leaders – coaching and encouraging employees, celebrating successes and proactively addressing challenges – employees often follow suit, and are more engaged themselves.

Leadership 279

Leadership Customer Service Coaching Planning 279

Insperity

SEPTEMBER 3, 2020

For example, a retailer might reskill its in-store salespeople to work as remote customer service agents to support a change in focus from brick-and-mortar to e-commerce sales. A subset of reskilling, called upskilling , can help prepare your people for major changes in their current roles.

Payroll 328

Payroll Training Retail Onboarding 328

Jen Lawrence

FEBRUARY 28, 2022

The reasons why you should be answering this question are: It makes everything more efficient It’s good customer service. We get caught up in all the other things that go into our businesses and customer service gets lost. It allows your client to know exactly what to expect from you.

Customer Service 130

Customer Service Sales Communication 130

Insperity

AUGUST 17, 2017

And that can show up in their performance or customer service. Why aren’t your employees contributing fully to discussions? If they don’t care about the decision-making process, they may not be invested in your company’s growth or success. Groupthink leads to blame. If it fails, “It’s not my fault,” and the finger-pointing begins.

Decision Making 259

Decision Making Customer Service Construction Communication 259

Work Life

JUNE 12, 2025

Transforming industries From customer service to supply chain management and the legal profession, AI agents are set to transform industries across the board and are already showing us that they can be pervasive across both consumer and enterprise environments, bringing AI fully into the mainstream.

Government 86

Government Software Technology Customer Service 86

Work Life

JUNE 11, 2025

Sales, customer service, and operations In sales, AI agents can now qualify leads in real time, orchestrate outreach based on behavioral signals, and surface personalized insights for sales reps at the exact right moment. That kind of thinking leads to a very different kind of organization.

Customer Service 59

Customer Service Problem-Solving Sales Software 59