Here’s a new hashtag day we never heard of: “International Podcast Day”. Do you have a favorite podcast? Make sure to follow ours! Check out our podcast by clicking here https://soundcloud.com/csia/
#InternationalPodcastDay #CustomerServicePodcast #RedefiningServiceExcellence
It’s National Coffee Day! What’s your favorite coffee drink? Enjoy your fave at work! #NationalCoffeeDay #CoffeeLovers #RedefiningServiceExcellence
Did you know listening to music while working can make you more productive? Here are some of the benefits of listening to music at work:
🎼Keeps you focused
🎼Enhances memory
🎼Reduces stress and anxiety
🎼Increase motivation
🎼Improves performance
🎼Makes you happier!
Try it! Bring your playlist to work today.
#MusicAtWork #Productivity #RedefiningServiceExcellence
We have a customer service book we would like to recommend: ”What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint” by marketing and business strategist Nicholas Webb. The best companies research what their customers desire, and then deliver it in memorable ways -- resulting in tremendous success. This book goes over how to do this. We highly recommend it for anyone in the customer service field!
#RecommendedReading #CustomerJourney #RedefiningServiceExcellence
Are you looking for ways to advance your career? Check out these 5 ways a customer service training course can elevate your career. https://www.serviceinstitute.com/customer-service-training/5-ways-a-customer-service-training-course-can-elevate-your-career/ #RedefiningCustomerExcellence #CareerAdvancement #TrainingCourse
Happy Friday! Make sure to get away and get some R&R this weekend! #HappyFriday #Relaxation #RedefiningServiceExcellence
We can't believe it’s already Friday! 🥳🎊🎉
How did your Customer Service Week go? We hope you had plenty of fun, celebrations, and acknowledgments of everyone on your team! 🥰
We really enjoyed sharing this week with you! 😀
We have a special announcement we would like to share as we close this very special week. We’re launching a new video series called “Thursday Thoughts” which will provide weekly inspirational nuggets. Make sure to follow our social media and sign up for our newsletter to stay tuned! 📹✍🏽 ❤️💙🤍
Click here to sign up for our newsletter 👉🏻 https://www.serviceinstitute.com/contact/
#InternationalCustomerServiceWeek #CustomerServiceWeek #CustomerService #CustomerExperience
#RedefiningServiceExcellence
It’s Customer Service Week - Day 4! 🥳🎊🎉
Do you know of a manager, colleague, or coworker that you consider a customer service rockstar? Do they go out of their way to provide exceptional service to their customers and coworkers?
Here is the perfect opportunity to let them know!
Our Founder/CEO Christine Churchill Burke recommends sending them a card, dropping them a text or email, or just giving them a shout out on social media.
Consider treating them to their favorite coffee drink or snack ☕️🧁🍿🍫
Make sure to share pics of how you’re celebrating your service superstar and use hashtags #RedefiningServiceExcellence and #CustomerServiceWeek
✨. 💫. 🌟. 💫. ✨
#InternationalCustomerServiceWeek
Join us in a fun Customer Service Week “ Who Wears It Best” competition! Click on the link below to download and print our CSIA mask and CSIA shout out templates to use as props in a group or individual selfies! Post your pics on your/your company’s social media channels and make sure to use hashtag #RedefiningServiceExcellence and #CustomerServiceWeek! This is a great way to acknowledge your team and co-workers while bonding and having fun. The winner will be announced by the end of the week! 🏆🥳🎊🎉
https://www.serviceinstitute.com/wp-content/uploads/2020/10/CSIA_CSW_Bubble.pdf
#InternationalCustomerServiceWeek
On Customer Service Week - Day 2 - Founder/CEO Christine Churchill BurkeBurke reminds us to be especially patient, kind, and caring to each other and to our customers during these challenging times. If you’re acknowledging customer service week make sure to tag us in your posts #RedefiningServiceExcellence and #CustomerServiceWeek so we can see what you’re up to! 🥳🎊💃🏻🕺🏽
#InternationalCustomerServiceWeek
Hooray! It’s Customer Service Week - Day 1! 🥳🎊🎉 What exactly is Customer Service Week? How did it all begin? In this video, our Founder/CEO, Christine Churchill Burke, talks about the origins of Customer Service Week and how the customer service industry has evolved over time.
We’d love to see pics of how you’re celebrating so please share using hashtags #RedefiningServiceExcellence and #CustomerServiceWeek!
#InternationalCustomerServiceWeek
We’re so excited that Customer Service Week starts tomorrow! Let’s start it with a bang! 🎇
#CustomerServiceWeek #InternationalCustomerServiceWeek #RedefiningServiceExcellence
“Get to Know Your Customers Day” comes around once every quarter. Mark your calendars on the third Thursday in January, April, July and October as a reminder to spark up a conversation with your clients. It's not only a nice gesture — it's a tried and true method for learning your customers' pain points, improving your products or services and increasing your customer lifespan. #KnowYourCustomer #GetToKnowYourCustomerDay #RedefiningServiceExcellence
Enjoy our first video of our new series “Thursday Thoughts” with our CEO Christine Churchill Burke. In this video Christine reminds us that we are all customers in some way or another, and that we all serve each other - even if it's by serving others within our family or circle of friends - as well.
Watch here https://youtu.be/B0eQ9t2KtME
#ThursdayThoughts #CustomerServiceTips #RedefininingServiceExcellence
Did you know that October 14th is Dessert Day? Treat yourself to something sweet to go with your tea or coffee 🍰🧁☕️ 😋 You deserve it! 😊
#DessertDay #CoffeeBreak #RedefiningServiceExcellence
It’s Train Your Brain Day! 🧠🤔 What better way to keep your brain engaged and skills up to date than by taking one of our customer service training courses! #TrainYourBrainDay #CustomerServiceTraining #RedefiningServiceExcellence
Every year on October 11th, the International Day of the Girl, UNICEF launches an annual campaign with girls to amplify their voices and stand up for their rights. This year, under the theme, “My voice, our equal future”, let’s seize the opportunity to reimagine a better world inspired by adolescent girls – energized and recognized, counted, and invested in.
As adolescent girls worldwide assert their power as change-makers, International Day of the Girl 2020 will focus on their demands to:
👸🏽Live free from gender-based violence
👩🏻💻Learn new skills towards the futures they choose
👩🏿🎓Lead as a generation of activists accelerating social change
#InternationalDayOfTheGirl #DayOfTheGirl #GirlPower #RedefiningServiceExcellence
Photo credit: Shep Hyken
“Customer service is the new marketing – some of your best marketing. Create an amazing service experience that gets customers to not only come back, but to also share that experience with their friends, colleagues and family members. That may be the best form of marketing there is.” – Shep Hyken
Customer marketing is the best form of marketing. If your customers are happy, they become your strongest advocates!
#CustomerMarketing #CustomerExperience #RedefiningServiceExcellence
Any persons whom you have ever met, even if you have just exchanged a
glance on a bus, have become part of your being and consequently, you are, in some sense, responsible for them. You carry them in your heart. — Native American Saying
Never underestimate the difference a smile, a small gesture of kindness or a helping hand can make in someone’s day, even if they are a complete stranger. We’re all connected!
#WednesdayWisdom #KindnessMatters #RedefiningServiceExcellence
The majority of Americans have decided not to make a purchase because of a poor customer service experience - American Express
Don’t scare off your customers with a poor customer service experience! #StatisticsDay #Don’tSpookYourCustomers #RedefiningServiceExcellence
Here are some very important stages for your customer support team to be well-trained and prepared for a variety of customer support scenarios. https://www.serviceinstitute.com/uncategorized/customer_support_stages/
#RedefiningServiceExcellence #CustomerSupport
Stand out among your competitors and show your stakeholders the unwavering commitment you have to service excellence! Become a Certified Customer Service Organization (CCSO) today.
Click here to learn more https://www.serviceinstitute.com/inquire-about-becoming-a-ccso/ #BusinessCertification #CustomerServiceExcellence #RedefiningServiceExcellence
Happy Sunday! Make sure to take time for yourself and relax today. When we relax, the flow of blood increases around our body, giving us more energy. It helps us to have a calmer and clearer mind which aids positive thinking, concentration, memory and decision making.
#SelfCareSunday #HappySunday #RedefiningServiceExcellence
A service blunder happens to the best of us. What is important is to fix it, and fix it quickly! Customer service expert Micah Solomon gives us a good strategy:
✅Apologize and ask for forgiveness.
✅Review the complaint with your customer.
✅Fix the problem within the next 20 minutes.
✅Follow up after fixing the problem to show concern.
✅Document the problem in detail to help you permanently fix the issue and identify trends.
#ServiceBlunders #ServiceRecovery #RedefiningServiceExcellence
Word choice and tone are very important when it comes to steering the course of the conversation with a customer. Focus on using positive language. It not only creates a better customer experience, but it also demonstrates your confidence in resolving any issues that may arise.
#ToneOfVoice #PositiveLanguage #RedefiningServiceExcellence
Find out how a dedicated training coach combined with your online course can provide added support that will help you excel at your job. https://www.serviceinstitute.com/uncategorized/benefits-of-a-training-coach/
#RedefiningServiceExcellence #TrainingCoach
Are you looking for a new job? To set yourself apart from other applicants, it’s very important to make sure your resume reflects that you are up-to-date on the latest tools and technology and that you’re adhering to resume-writing best practices. Here are a few helpful tips:
☑️ Include a URL to your professional online profile.
☑️ Use consistent branding.
☑️ Provide a single phone number and email address.
☑️ Write an executive summary instead of an objective statement.
☑️ Use reverse chronological order.
☑️ Include keywords like 'forecasting' and 'strategic planning.'
☑️ Provide company descriptions.
☑️ Quantify your achievements.
☑️ Use white space to draw the reader's eyes to important points.
☑️ Mention training, certifications and education at the bottom.
Click here for the full article on resume writing tips https://www.businessinsider.com/why-this-is-an-excellent-resume-2013-11 #BestResumes #ResumeWriting #RedefiningServiceExcellence
Here are 7 Ways to Delight Your Client or Customer:
1. Provide exceptional, personalized service.
2. Make it easy for customers to communicate with you.
3. Offer helpful guidance and education.
4. Frequently ask for feedback.
5. Celebrate achievements and success.
6. Give discounts and perks.
7. Thank and reciprocate!
#DelightYourCustomers #CustomerServiceExperience #RedefiningServiceExcellence
Happy Friday! Kick off your shoes (or boots) and enjoy the weekend! #TGIF #HappyFriday #RedefiningServiceExcellence
Check out yesterday's 2nd video of the “Thursday Thoughts” video series, our CEO Christine Churchill Burke talks about customer rage, what causes it, and how to prevent it.
#ThursdayThoughts #CustomerRage #RedfiningServiceExcellence
YOUTUBE.COM
Thursday Thoughts with our CEO Christine Churchill Burke
We’re excited to announce our new video series “Thursday Thoughts” during which our CEO, Christine Churchill Burke will talk about all topics related to customer service. Stay tuned!
#VideoSeries #ThursdayThoughts #CustomerService #RedefiningServiceExcellence
𝐃𝐨𝐧’𝐭 𝐟𝐨𝐫𝐠𝐞𝐭 𝐭𝐨 𝐭𝐮𝐫𝐧 𝐲𝐨𝐮𝐫 𝐜𝐥𝐨𝐜𝐤𝐬 𝐛𝐚𝐜𝐤 𝐭𝐨𝐝𝐚𝐲!
#FallBack #DaylightSavingEnds #RedefiningServiceExcellence
Happy Halloween!
Although Halloween won’t be the same this year, we hope you make the best of it – even if it means planning a virtual masquerade with your friends, co-workers or loved ones. #HappyHalloween #Halloween2020 #RedefiningServiceExcellence
Why are all mummies workaholics? They're afraid to unwind!
It’s Friday! Time to unwind 😉 #FunFriday #HalloweenJoke #RedefiningServiceExcellence
In our 3rd video in our “Thursday Thoughts” series CEO Christine Churchill Burke wants to remind us that our customer service associates are important team members. They are a valuable resource for knowing about our customers, and their needs since they interact with customers every day. They often have great ideas and suggestions to improve the customer experience.
https://youtu.be/pJ3QuphJZqc
#ThursdayThoughts #CustomerAssociates #RedefiningServiceExcellence
YOUTUBE.COM
Thursday Thoughts with our CEO Christine Churchill Burke - YouTube
Are you seeking to get equipped with the latest skills and tools to maximize customer focus and enhance the overall customer experience? The Customer Service Institute of America and the Training Bank have partnered together to create “Maximizing the Customer Experience”. This online course leads to a certification as a Certified Customer Experience Professional (CCEP) giving you the training you need to take your service skills to the next level. Available for groups and individuals. Click here for more information https://www.serviceinstitute.com/certified-customer-experience-professional/
#CustomerServiceProfessional #CustomerServiceTraining #RedefiningServiceExcellence
World Kindness Day is a global day that promotes the importance of being kind to each other, to yourself, and to the world. Be as kind as you can, today and every day!
#WorldKindnessDay #KindnessMatters #RedefiningServiceExcellence
In this week's Thursday Thoughts - Focus on the Person Not the Transaction, our CEO, Christine Churchill Burke reminds us that when we interact with a customer, it is important to focus on the person, not just the transaction. https://youtu.be/0wnIPxt24xI
#ThursdayThoughts #CustomerExperience #RedefiningServiceExcellence
YOUTUBE.COM
Thursday Thoughts with our CEO Christine Churchill Burke
ℍ𝕒𝕡𝕡𝕪 𝕍𝕖𝕥𝕖𝕣𝕒𝕟𝕤 𝔻𝕒𝕪!
On this Veterans Day, we thank and honor the men and women who served and protected our country.
#VeteransDay #Veterans #RedefiningServiceExcellence
“𝗔𝗺𝗼𝗻𝗴 𝘁𝗵𝗲 𝘁𝗵𝗶𝗻𝗴𝘀 𝘆𝗼𝘂 𝗰𝗮𝗻 𝗴𝗶𝘃𝗲 𝗮𝗻𝗱 𝘀𝘁𝗶𝗹𝗹 𝗸𝗲𝗲𝗽 𝗮𝗿𝗲 𝘆𝗼𝘂𝗿 𝘄𝗼𝗿𝗱, 𝗮 𝘀𝗺𝗶𝗹𝗲, 𝗮𝗻𝗱 𝗮 𝗴𝗿𝗮𝘁𝗲𝗳𝘂𝗹 𝗵𝗲𝗮𝗿𝘁.” – 𝗭𝗶𝗴 𝗭𝗶𝗴𝗹𝗮𝗿
Gratitude and abundance go hand in hand.
#ZigZiglar #Gratitude #RedefiningServiceExcellence
"I love love absolutely love this course! I had the most amazing time going through the activities. The information is so easy to apply in the workplace it has already begun to change the way we do things at CSF." - Christina de Sousa, Training and Development Officer, Customer Service First (CSF) Couriers Limited
Testimonial from a graduate 🥰
#Testimonial #CustomerServiceTraining #RedefiningServiceExcellence
“𝐀𝐝𝐚𝐩𝐭 𝐭𝐡𝐞 𝐩𝐚𝐜𝐞 𝐨𝐟 𝐧𝐚𝐭𝐮𝐫𝐞. 𝐇𝐞𝐫 𝐬𝐞𝐜𝐫𝐞𝐭 𝐢𝐬 𝐩𝐚𝐭𝐢𝐞𝐧𝐜𝐞.” – 𝐑𝐚𝐥𝐩𝐡 𝐖𝐚𝐥𝐝𝐨 𝐄𝐦𝐞𝐫𝐬𝐨𝐧
Patience is truly a virtue we should use in our daily lives.
#Patience #LessonsFromNature #RedefiningServiceExcellence
Today in our Thursday Thoughts video series, Christine Churchill Burke shares her views on “overprocessing your team” What does this mean? Too many processes, procedures, and tasks will handcuff your team, making it next to impossible to provide excellent service. https://youtu.be/H6A9PiYTxHc
#ThursdayThoughts #EmpowerYourTeam #RedefiningServiceExcellence
YOUTUBE.COM
Thursday Thoughts - "Over Processing Your Team Members" with our CEO Christine Churchill Burke
“𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 𝗹𝗼𝗻𝗴 𝘁𝗼 𝗶𝗻𝘁𝗲𝗿𝗮𝗰𝘁 𝘄𝗶𝘁𝗵 - 𝗲𝘃𝗲𝗻 𝗿𝗲𝗹𝗮𝘁𝗲 𝘁𝗼 - 𝗲𝗺𝗽𝗹𝗼𝘆𝗲𝗲𝘀 𝘄𝗵𝗼 𝗮𝗰𝘁 𝗹𝗶𝗸𝗲 𝘁𝗵𝗲𝗿𝗲 𝗶𝘀 𝘀𝘁𝗶𝗹𝗹 𝗮 𝗹𝗶𝗴𝗵𝘁 𝗼𝗻 𝗶𝗻𝘀𝗶𝗱𝗲.” – 𝗖𝗵𝗶𝗽 𝗕𝗲𝗹𝗹
Be a knowledgeable resource for your customers! 💡🤔 👩🏻🏫
#ChipBell #CustomerService #RedefiningServiceExcellence
Are you looking for an online course to update your customer service skills? Then our Certified Customer Experience Professional (CCEP) is the course for you. This affordable online program takes only 6 - 7 hours to complete and is based on our highly effective classroom program: Customers Forever. Click here to learn more 👉🏻 https://www.serviceinstitute.com/certified-customer-experience-professional/
#CustomerServiceTraining #CustomerExperienceProfessional #RedefiningServiceExcellence
Start your week with intention. You can focus on some meaningful questions. For example - What is my priority this week? Who will I serve? How can I fully live my values today and every day?
Start your week with intention...
#MondayMotivation #Intention #RedefiningServiceExcellence
Mindfulness is a mental presence. It is simply paying attention to the here and now. Give yourself a few seconds today to consciously ‘be’ or simply pause to fully focus on that steaming cup of coffee or tea you’re enjoying.
#Mindfulness #Presence #RedefiningServiceExcellence
The Zappos company motto is “Powered by Service,” which means every aspect of their operation puts customer service first. How does your company or place of work put customers first?
#PoweredByService #CustomerExperience #RedefiningServiceExcellence
In an interview with our CEO Christine Churchill Burke, NBC news reporter Lisa Parker discusses the challenges customer service representatives are facing during these challenging times. Has the pandemic changed the way your favorite company services your needs during these challenging times? Make sure to take their survey! NBC will be sharing the results. Click here to watch the interview and take the survey
https://www.nbcchicago.com/news/local/nbc-5-responds-customer-service-survey/2359521/
#Covid19 #CustomerService #RemoteWork #RedefiningServiceExcellence
NBC Responds carried out a national consumer survey on their partner networks to learn about the quality of service customers have been receiving during the pandemic. The results are in and show that many large corporations and service providers are not making the grade.
In a follow-up interview with our CEO, Christine Churchill Burke, she stresses the importance of service excellence even for large corporations. If companies take advantage of customers, don’t return their calls, or make them have to endure long wait times or make several follow up calls to get a problem resolved, customers will not forget. This will in the long run affect a company’s success.
Click here to watch the NBC interview with CSIA about the survey results
https://www.nbcchicago.com/news/local/customer-service-with-a-smile-consumers-weigh-in/2372900/
#Covid19 #CustomerService #RemoteWork #RedefiningServiceExcellence
Good customer service is when we meet a customer’s need or expectation. Excellent service is when their expectation is surpassed. It’s that intangible, unexpected “extra” in the form of a spontaneous, extra feature, experience, or delight.
Give your customer that little “extra”, a surprise or delight, whenever you can! 😀
#ServiceExcellence #DelightYourCustomer #RedefiningServiceExcellence
The International Service Excellence Awards (ISEA) program was created to commend organizations and individuals who shine in service excellence. We will be featuring some of our top nominees as we approach our awards announcement day on January 25th, 2021. Exciting times ahead!!! 🏆 🏆 🏆
Click here to learn more about our ISEA awards: https://www.serviceinstitute.com/excellence-awards/
#ServiceExcellenceAwards #ServiceExcellence #RedefiningServiceExcellence
NBC Responds conducted a survey to understand more about the service customers have been receiving during the pandemic. In an interview with our CEO Christine Churchill, NBC news reporter Lisa Parker asks about the results of this nationwide survey. Click here to see what the results say:
https://www.nbcchicago.com/news/local/customer-service-with-a-smile-consumers-weigh-in/2372900/
#Covid19 #CustomerService #RemoteWork #RedefiningServiceExcellence
Read how ensuring your workforce receives the proper orientation and customer service training can translate into profitability and satisfaction. https://www.serviceinstitute.com/uncategorized/employee-orientation-with-customer-service-training/
#RedefingServiceExcellence #CustomerService
It’s Giving Tuesday today! If you can, please give to your favorite cause or charity today.
#GivingTuesday #SupportACharity #RedefiningServiceExcellence
We would like to pause and honor the memory of a great customer service advocate and leader, the CEO of Zappos, Tony Hsieh. He has been a source of inspiration for customer service professionals across the globe. His impact on the customer service sector, and the values he instilled in his company and beyond, will remain for us forever. Our hearts go out to his family, friends, colleagues and employees. Rest in peace.
“𝙏𝙝𝙚 𝙘𝙤𝙢𝙗𝙞𝙣𝙖𝙩𝙞𝙤𝙣 𝙤𝙛 𝙥𝙝𝙮𝙨𝙞𝙘𝙖𝙡 𝙨𝙮𝙣𝙘𝙝𝙧𝙤𝙣𝙮 𝙬𝙞𝙩𝙝 𝙤𝙩𝙝𝙚𝙧 𝙝𝙪𝙢𝙖𝙣𝙨 𝙖𝙣𝙙 𝙗𝙚𝙞𝙣𝙜 𝙥𝙖𝙧𝙩 𝙤𝙛 𝙨𝙤𝙢𝙚𝙩𝙝𝙞𝙣𝙜 𝙗𝙞𝙜𝙜𝙚𝙧 𝙩𝙝𝙖𝙣 𝙤𝙣𝙚𝙨𝙚𝙡𝙛 (𝙖𝙣𝙙 𝙩𝙝𝙪𝙨 𝙡𝙤𝙨𝙞𝙣𝙜 𝙢𝙤𝙢𝙚𝙣𝙩𝙖𝙧𝙞𝙡𝙮 𝙖 𝙨𝙚𝙣𝙨𝙚 𝙤𝙛 𝙨𝙚𝙡𝙛) 𝙡𝙚𝙖𝙙𝙨 𝙩𝙤 𝙖 𝙜𝙧𝙚𝙖𝙩𝙚𝙧 𝙨𝙚𝙣𝙨𝙚 𝙤𝙛 𝙝𝙖𝙥𝙥𝙞𝙣𝙚𝙨𝙨.” - 𝙏𝙤𝙣𝙮 𝙃𝙨𝙞𝙚𝙝 1973 - 2020
#RedefiningServiceExcellence #Zappos
Recently, the Customer Service Institute of Australia celebrated its customer service champions – businesses and individuals who won the ASEA or Australian Service Excellence Awards! Our CEO Christine Churchill Burke has the opportunity to discuss why acknowledging service excellence is so important for both businesses and individuals in the customer service sector, especially during these challenging times.
#CustomerService #ServiceExcellenceAwards #RedefiningServiceExcellence
It’s Cyber Monday and we have a special offer for you! Buy 2 Certified Customer Service Manager Courses, get the 3rd Certified Customer Service Manager course FREE!
Contact us to take advantage of this discount 🏷👩🏽💼😀
#CyberMonday #B2G1 #CustomerServiceTraining #RedefiningServiceExcellence
How are you taking care of yourself today? Those of us on the customer service, essential business or healthcare frontlines need time to recharge and take care of ourselves. When we take care of ourselves, we can take better care of our customers or patients.
#SelfCareSunday #EssentialWorkers #RedefiningServiceExcellence
Customer service can often involve emotions, so it's important to make sure to always be courteous and respectful. Never let your own emotions overtake your desire to see your customer walk away happy and content.
#Respect #Courtesy #RedefiningServiceExcellence
𝐂𝐡𝐫𝐢𝐬𝐭𝐦𝐚𝐬 𝐰𝐢𝐥𝐥 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞 𝐚𝐬 𝐥𝐨𝐧𝐠 𝐚𝐬 𝐰𝐞 𝐬𝐭𝐚𝐧𝐝 𝐡𝐞𝐚𝐫𝐭 𝐭𝐨 𝐡𝐞𝐚𝐫𝐭 𝐚𝐧𝐝 𝐡𝐚𝐧𝐝 𝐢𝐧 𝐡𝐚𝐧𝐝. - 𝐃𝐫. 𝐒𝐮𝐞𝐬𝐬
Have you noticed the similarities between the holiday spirit and service excellence? It all comes down to caring about each other!
#MondayMotivation #HolidaySpirit #RedefiningServiceExcellence
Working on your holiday shopping list? Take some time to see how you can support your local business community. There’s plenty of opportunity as there are 30.2 million small businesses in the United States, which comprise a whopping 99.9% of all United States businesses!
#ShopLocal #BuyLocal #HolidayShopping #RedefiningServiceExcellence
Whether you’re a customer who is holiday shopping or you’re serving in a customer-facing role, remember to breathe, be kind and patient, and say thank you. A little kindness goes a long way. We need the holiday spirit now more than ever!
#KindnessMatters #HolidayShopping #RedefiningServiceExcellence
It’s National Cookie day! Did you know that the average American eats 19,000 cookies in a lifetime? Girl Scouts of USA is the second largest cookie producer in the country. So next time you buy a box of cookies, consider supporting your local Girl Scouts! By doing so you will:
- Help girls reach their dreams.
- Support tomorrow’s leaders.
- Fund local girl scouts and their activities.
- Get great value for your money!
#NationalCookieDay #Cookies #GirlScouts #RedefiningServiceExcellence
In this Thursday-after-Thanksgiving thought, our CEO Christine Churchill Burke talks about the importance of maintaining a spirit of gratitude, kindness and above all patience during the holidays, since these continue to be challenging times for us on different levels. Watch today's video here https://youtu.be/bsB7noyDZ5M
#Gratitude #Kindness #Patience #Holidays2020 #RedefiningServiceExcellence
In this day and age, you need to devote at least 70% of your time to building great service!
#GreatService #JeffBezos #RedefiningServiceExcellence
The holiday season is in full swing! Bring some inner peace into your life and stress less by being patient. Your mind and body will thank you for it in the long run.
#Patience #Destress #SelfCareSunday #RedefiningServiceExcellence
Pay it forward, in any small way you can today.
#PayItForward #GiveBack #RedefiningServiceExcellence
It’s Friday! Check out these fun virtual games you can play to wind down the week with your friends or co-workers. Click here for virtual game ideas https://teambuilding.com/blog/zoom-games
#FunFriday #ZoomGames #RedefiningServiceExcellence
In this Thursday Thought episode, we’re talking about the customer journey. Ask yourself: Are your customers having a good experience throughout their journey with your company? Are you providing personalized service with a humantouch? Every touch point needs to have the same quality of service excellence for their journey to be a positive and memorable experience. Watch today's video here https://youtu.be/rJfYjKnPlOs
#CustomerJourney #CustomerExperience #HumanTouch #RedefiningServiceExcellence
When serving customers, don’t be afraid to say ”I don’t know”. If you can’t help a customer or answer their question, tell them you will find someone else in the department or company who can. When you refer the customer to that person, make the transition as seamless as possible. This can be done by:
👉Informing the co-worker/supervisor ahead of time about the customer’s need, and why you couldn’t solve the customer’s problem.
👉Introducing the customer to your co-worker, providing their name and their title.
👉Letting the customer know how your co-worker will be helping address the customer’s problem or need.
👉Following up to make sure the customer has been taken care of.
#CustomerServiceTip #ServiceFirst #RedefiningServiceExcellence
𝐂𝐡𝐫𝐢𝐬𝐭𝐦𝐚𝐬 𝐰𝐢𝐥𝐥 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞 𝐚𝐬 𝐥𝐨𝐧𝐠 𝐚𝐬 𝐰𝐞 𝐬𝐭𝐚𝐧𝐝 𝐡𝐞𝐚𝐫𝐭 𝐭𝐨 𝐡𝐞𝐚𝐫𝐭 𝐚𝐧𝐝 𝐡𝐚𝐧𝐝 𝐢𝐧 𝐡𝐚𝐧𝐝. - 𝐃𝐫. 𝐒𝐮𝐞𝐬𝐬
Have you noticed the similarities between the holiday spirit and service excellence? It all comes down to caring about each other!
#MondayMotivation #HolidaySpirit #RedefiningServiceExcellence
𝙒𝙝𝙖𝙩 𝙙𝙤 𝙮𝙤𝙪 𝙘𝙖𝙡𝙡 𝙎𝙖𝙣𝙩𝙖 𝙬𝙝𝙚𝙣 𝙝𝙚 𝙩𝙖𝙠𝙚𝙨 𝙖 𝙗𝙧𝙚𝙖𝙠?
𝙎𝙖𝙣𝙩𝙖 𝙋𝙖𝙪𝙨𝙚.
Even Santa needs a break sometimes. 🎅🏼 😂
#HolidayJokes #HolidayHumor #RedefiningServiceExcellence
This statistic tells us how important the customer experience is, especially for Y and Z-gens!
#FactFriday #YandZGens #RedefiningServiceExcellence
In this episode of Thursday Thoughts, CEO Christine Chruchill Burke stresses the importance of the customer experience when reviewing company processes, procedures or policies. While we look at ways to save costs of our internal processes, it's important to do so without sacrificing the customer experience and their overall satisfaction. Click here to watch this episode https://youtu.be/lUsFEaD65sY
#CustomerJourney #CustomerExperience #ThursdayThoughts #RedefiningServiceExcellence
Service is what sets a company apart, so create a service culture that is truly remarkable, in its own unique way!
#ServiceCulture #SethGodin #RedefiningServiceExcellence
Are you looking for an online course to refresh your customer service skills? Our Certified Customer Experience Professional (CCEP) is a great option. This affordable online program only takes 6 - 7 hours to finish and will give you the latest tips you need to be successful in your role. Click here to learn more 👉🏻 https://www.serviceinstitute.com/certified-customer-experience-professional/
#CustomerServiceCourse #OnlineTraining #RedefiningServiceExcellence
Create serious fandom, customer loyalty and retention with these service industry suggestions to keep your customers coming back for more. https://www.serviceinstitute.com/csia/creating-fandom-with-customer-service/
#RedefiningServiceExcellence #CustomerService #CustomerRetention
From all of us at Customer Service Institute of America, wishing you and your family a very Merry Christmas. May the holiday bring you much joy and many blessings!
#MerryChristmas #Christmas2020 #RedefiningServiceExcellence
For those who celebrate Christmas Eve, we hope you’re enjoying the beauty of the season – even if it's just being at home with your loved ones. We’re also sending comfort and strength to anyone grieving or experiencing difficulties during these challenging times.
#XmasEve2020 #ChristmasEve #RedefiningServiceExcellence
We are proud to have graduates across the globe, who are now service excellence advocates in their businesses and their communities. Click here to learn more about our certification programs: https://www.serviceinstitute.com/
#CustomerServiceTraining #CustomerServiceCertification #RedefiningServiceExcellence
A Management Certification Program can be extremely beneficial when a business is trying to improve and grow its customer base. Find out more by reading here https://www.serviceinstitute.com/csia/management-certification-program-to-improve-customer-retention/
#RedefiningServiceExcellence #ManagementCertificationPrograms #Management
It’s hard to believe it's already Winter Solstice! Look forward to longer and brighter days ahead.
#WinterSolstice #LongerDays #BrighterDays #RedefiningServiceExcellence
"𝐓𝐡𝐞 𝐢𝐧𝐟𝐨𝐫𝐦𝐚𝐭𝐢𝐨𝐧 𝐭𝐚𝐮𝐠𝐡𝐭 𝐢𝐧 𝐭𝐡𝐞 𝐂𝐂𝐒𝐌 𝐜𝐨𝐮𝐫𝐬𝐞 𝐰𝐚𝐬 𝐨𝐮𝐭𝐬𝐭𝐚𝐧𝐝𝐢𝐧𝐠. 𝐈 𝐠𝐚𝐢𝐧𝐞𝐝 𝐚 𝐝𝐞𝐞𝐩𝐞𝐫 𝐮𝐧𝐝𝐞𝐫𝐬𝐭𝐚𝐧𝐝𝐢𝐧𝐠 𝐨𝐟 𝐭𝐡𝐞 𝐭𝐡𝐞𝐨𝐫𝐲 𝐛𝐞𝐡𝐢𝐧𝐝 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐬𝐞𝐫𝐯𝐢𝐜𝐞 𝐚𝐧𝐝 𝐡𝐚𝐯𝐞 𝐛𝐞𝐞𝐧 𝐚𝐛𝐥𝐞 𝐭𝐨 𝐮𝐭𝐢𝐥𝐢𝐳𝐞 𝐭𝐡𝐞 𝐩𝐫𝐚𝐜𝐭𝐢𝐜𝐚𝐥 𝐞𝐱𝐞𝐫𝐜𝐢𝐬𝐞𝐬 𝐢𝐧 𝐦𝐲 𝐜𝐮𝐫𝐫𝐞𝐧𝐭 𝐦𝐚𝐧𝐚𝐠𝐞𝐫𝐢𝐚𝐥 𝐩𝐨𝐬𝐢𝐭𝐢𝐨𝐧." - 𝐆𝐫𝐞𝐠 𝐍𝐞𝐟𝐟, 𝐄𝐱𝐞𝐜𝐮𝐭𝐢𝐯𝐞 𝐂𝐥𝐢𝐞𝐧𝐭 𝐑𝐞𝐥𝐚𝐭𝐢𝐨𝐧𝐬𝐡𝐢𝐩 𝐌𝐚𝐧𝐚𝐠𝐞𝐫, 𝐏𝐢𝐭𝐧𝐞𝐲 𝐁𝐨𝐰𝐞𝐬 𝐏𝐫𝐞𝐬𝐨𝐫𝐭 𝐒𝐞𝐫𝐯𝐢𝐜𝐞𝐬
Testimonial from a Certified Customer Service Manager Grad: Gref Neff of Pitney Bowes
#ClientLove #GradReview #RedefiningServiceExcellence
Wishing all of our clients, students, grads, vendors and business associates a very safe and happy New Years Eve celebration! Cheers!
#NewYearsEve #HappyNewYear #RedefiningServiceExcellence
It’s almost time to say goodbye to 2020. This is a year the majority of us can’t leave behind soon enough. Do you have any new year resolutions for 2021? We’d love to hear them. Comment below!
#NewYearResolutions #NewYear2021 #RedefiningServiceExcellence
Our customer service prediction for 2021: Your business will be evaluated by customers on the human scale more than ever. You will be evaluated less on what you do and more on HOW you do it. So it’s a good idea to get a head start by creating or improving your customer-centric culture now.
#2021Prediction #CustomerService #RedefiningServiceExcellence
You are tougher than any challenges that come your way!
#MondayMotivation #LifeIsTough #RedefiningServiceExcellence
Happy Sunday! We hope you’re taking time for yourself to unwind, relax and recharge, especially if your holiday preparations have been hectic.
#HappySunday #SelfCareSunday #RedefiningServiceExcellence
When serving customers, there is an alphabet soup of acronyms that represent different service methodologies. One that stands out is the CARP problem-solving method:
✅Control – Take control of the situation. This instills confidence in the customer.
✅Acknowledge – Acknowledge the customer’s difficulty and frustration.
✅Re-focus – Help the customer focus on a solution they’ll be happy with.
✅Problem Solve – Solve the problem completely, and follow up.
If a service problem isn’t handled effectively, it can affect your business’ reputation. But if you turn the problem around, and handle it well, then you just may have a customer for life!
#CARPMethod #ProblemSolving #RedefiningServiceExcellence
Why do you need to continue improving your customer service skills? Because establishing a rapport and being able to efficiently serve your customers is an essential cornerstone of service excellence. Ideally, your customer service or HR department will provide ongoing training. If not, take it upon yourself to continue to develop skills in:
★ Communication
★ Attentiveness
★ Patience
★ Product knowledge
★ Time management
#CustomerServiceSkills #Communication #ProductKnowledge #RedefiningServiceExcellence
If growing in your role or positioning yourself for a promotion is one of your new year’s resolutions, then consider investing in our Customer Service Manager training and certification. This is the only internationally recognized “Certified Customer Service Manager” designation and has been developed with a mix of technical rigor, customer service trends, and practical workplace-based projects. It’s your gateway to a better future! Click here to learn more https://www.serviceinstitute.com/certified-customer-service-manager/
#CustomerServiceTraining #ManagementCertification #LeadershipTraining #RedefiningServiceExcellence
On National Trivia Day, let’s test your customer service knowledge. Take this fun (and funny) quiz and see how you do! Good luck! 😀Click here to take the quiz. https://www.expressionsofexcellence.com/ARTICLES/Harrison_Service_Quiz.html
#NationalTriviaDay #CustomerServiceQuiz #CustomerServiceFacts #RedefiningServiceExcellence
Being in nature is good for us. It reduces anger, fear, and stress and increases pleasant feelings. Exposure to nature not only makes you feel better emotionally, it contributes to your physical wellbeing, reducing blood pressure, heart rate, muscle tension, and the production of stress hormones. When we are more relaxed and feel better, we can take better care of our customers.
Click here to read more about the benefits of being in nature. https://www.takingcharge.csh.umn.edu/how-does-nature-impact-our-wellbeing
#HappySunday #BenefitsOfNature #Relaxation #RedefiningServiceExcellence
Service is what sets a company apart, and keeps customers coming back!
#CustomerService #CustomerExperience #RedefiningServiceExcellence
Wishing everyone a very Happy New Year! And happier, healthier days in 2021!
#NewYear2021 #BetterDaysAhead #RedefiningServiceExcellence
Remember to leave the customer with a smile on their face. A simple ‘Have a good day’ may seem obvious, but it can leave a strong and lasting impression!
#TipTuesday #Kindness #RedefiningServiceExcellence
It’s Clean Off Your Desk Day! Take some time to dust, declutter, and get organized. Not only will you feel better about your workspace, but you’ll also be able to provide better service - especially if you work in a call center!
#CleanOffYourDeskDay #Declutter #Organize #RedefiningServiceExcellence
When serving customers, let your conscience be your guide in all situations!
#SuperSoulSunday #Oprah #Integrity #RedefiningServiceExcellence
If you’re looking for some great weekend reading, check out this updated bestseller “The Cult of the Customer: Create an Amazing Customer Experience that Turns Satisfied Customers into Customer Evangelists” by customer service expert and author Shep Hyken! Click here to check it out https://www.amazon.com/dp/1640951539/ref=sspa_dk_detail_2?&tag=smallbusin0b3-20
#RecommendedReading #CustomerServiceCulture #ShepHyken #RedefiningServiceExcellence
In our first Thursday Thoughts video of 2021, our CEO Christine Churchill talks about how customer service changed in 2020 due to many of us having to adjust to working from home. We proved to ourselves and our industry that we can adapt and change with circumstances while still taking care of our customers. An important achievement that will remain with us in 2021 and beyond! Click here to watch https://youtu.be/XsXte1Cjcfo
#ThursdayThoughts #NewYear2021 #CustomerService
#RedefiningServiceExcellence
Why do you need to continue improving your customer service skills? Because establishing a rapport and being able to efficiently serve your customers is an essential cornerstone of service excellence. Ideally, your customer service or HR department will provide ongoing training. If not, take it upon yourself to continue to develop skills in:
★ Communication
★ Attentiveness
★ Patience
★ Product knowledge
★ Time management
#CustomerServiceSkills #Communication #ProductKnowledge #RedefiningServiceExcellence
Happy Sunday! How do you reset and recharge on your day off? We’d love to hear so we can share your ideas!
#SelfCareSunday #Relaxation #RedefiningServiceExcellence
We aim to provide relevant training that provides our course grads with the expertise to handle a variety of service situations.
#ClientTestimonial #ClientLove #PositiveReview #RedefiningServiceExcellence
Customer service management should be at the top of the list when planning and providing management and leadership courses. Read more about why here https://www.serviceinstitute.com/employee-development/management-and-leadership-courses/
#RedefiningCustomerExcellence #ManagementAndLeadershipCourses
Clueless customer support reps are a customer’s worst nightmare! Avoiding this means properly training your employees. In addition to receiving training on how to talk to customers, handle concerns, and resolve problems, employees should also receive extensive training to gain an in-depth understanding of your company and its products and services. Click here to learn more about our affordable, online customer service training courses https://www.serviceinstitute.com/
#CustomerServiceTraining #CustomerSupportTraining #CustomerServiceRepresentatives #RedefiningServiceExcellence
Anyone in a customer service management role knows how important it is to continue to invest in training so that their team can provide a positive customer service experience. However convincing management to invest in ongoing training may be another story! In this Thursday Thoughts video, our CEO Christine Churchill talks about why investing in customer service training is crucial for a company’s long term success. Click here to watch our Thursday Thoughts video https://youtu.be/lUDiyD325L4
#CustomerServiceTraining #CustomerExperience #RedefiningServiceExcellence
A simple but very wise truth. Listen to your customer!
#WednesdayWisdom #CustomerService #ListeningSkills #RedefiningServiceExcellence
Body language is the unspoken element of communication that we use – consciously or unconsciously – to reveal our feelings and emotions. We can be aware of and adjust our body language so that we appear more positive, engaging, and approachable. In general, an open posture, and a pleasant facial expression, a firm handshake, good eye contact, and giving the other person your complete attention, will create a great first impression with customers.
#BodyLanguage #PositiveExpression #RedefiningServiceExcellence
Customer care will probably never be the same after Covid-19 because we have proven that we are stronger when we come together. Read more about the changes that are here to stay https://www.serviceinstitute.com/csia/customer-care/
#RedefiningServiceExcellence #CustomerCare
It’s Get To Know Your Customers Day! Finding out as much as you can about your customers will help you understand their preferences and needs, so you provide the best service possible.
#KnowYourCustomer #CustomerInsight #CustomerJourney #RedefiningServiceExcellence
In this Thursday Thoughts video, our CEO Christine Churchill talks about ‘moments of truth’ a well-known customer service term that describes important touchpoints along the customer journey. Each interaction with a customer is a ‘moment of truth’ about their experience and their overall impression of your business, so make sure it is a positive one!
Click below to watch our Thursday Thoughts video.
https://youtu.be/KMlJ9Hti4sE
#RedefiningServiceExcellence #ThursdayThoughts #CustomerServiceTips
YOUTUBE.COM
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Gathering customer feedback not only improves your business process, it makes customers feel valued and involved. Although we don’t always like hearing it, even negative feedback is helpful! It’s best to give customers a variety of ways to provide feedback, but the golden ticket is a customer satisfaction survey since surveys provide the most insight.
#CustomerFeedback #CustomerSurveys #RedefiningServiceExcellence
Our Certified Customer Service Manager course is an online course that you can complete at your own pace, even while working full time. Our 7-course modules cover:
1. Customer service for business growth and excellence
2. Strategic customer service
3. Profit through service
4. Leadership for service excellence
5. Service infrastructure
6. Measurement and continuous improvement
7. People management
We have different payment options available, including a 12-month payment plan! Click here to register today: https://www.serviceinstitute.com/certified-customer-service-manager/
#CustomerServiceManager #ManagementTraining #LeadershipTraining #RedefiningServiceExcellence
According to the Harvard Business Review, increasing customer retention rates by just 5% increases profits by 25% to 95%! So it makes good business sense to not only attract new customers but work on retaining your current customers.
#FactFriday #CustomerRetention #RedefiningServiceExcellence
In this Thursday Thoughts video, we talk about our 2020 International Service Excellence Awards. What set our award winners apart in 2020 was their ability to not only change to the ‘new normal’ during Covid-19 (which often included migrating the workforce to working at home) but continue to provide service excellence by meeting customers' unique needs during these challenging times. Hats off to all of our winners for this remarkable achievement - especially during a global pandemic and all the obstacles it brought our way! Visit our website to see the list of 2020 ISEA winners.
Click here to watch our Thursday Thoughts video! https://youtu.be/7kF1dMaVIY8
#ThursdayThoughts #ServiceExcellenceAwards #ISEA #RedefiningServiceExcellence
“𝐄𝐱𝐜𝐞𝐩𝐭𝐢𝐨𝐧𝐚𝐥 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐞𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞𝐬 𝐚𝐫𝐞 𝐭𝐡𝐞 𝐨𝐧𝐥𝐲 𝐬𝐮𝐬𝐭𝐚𝐢𝐧𝐚𝐛𝐥𝐞 𝐩𝐥𝐚𝐭𝐟𝐨𝐫𝐦 𝐟𝐨𝐫 𝐜𝐨𝐦𝐩𝐞𝐭𝐢𝐭𝐢𝐯𝐞 𝐝𝐢𝐟𝐟𝐞𝐫𝐞𝐧𝐭𝐢𝐚𝐭𝐢𝐨𝐧.” – 𝐊𝐞𝐫𝐫𝐲 𝐁𝐨𝐝𝐢𝐧𝐞
Customer experience is the new marketing, and should top your list of priorities for your company!
#WednesdayWisdom #CustomerExperience #CustomerService #RedefiningServiceExcellence
Are you looking to enhance and grow your organization by focusing on the level of service you provide? We train and certify organizations across the globe to deliver superior service so they can scale by attracting and retaining customers with service excellence. Some of the many benefits of becoming a Certified Customer Service Organization is:
🏆 Improved leadership at all levels
🏆 Better internal processes that focus on the customer
🏆 Company-wide commitment to a service culture
🏆 Recognition from customers and your community
🏆 Increased employee retention
Click here to find out how to certify your business https://www.serviceinstitute.com/organizations/
#BusinessCertification #Recognition #RedefiningServiceExcellence
Delighted customers become your best advocates!
#RedefiningServiceExcellence
We are so excited to announce the 2020 International Excellence Awards!
Congratulations to all of our winners who were committed to providing service excellence in an unprecedented year!
EINPRESSWIRE.COM
Announcing the 2020 International Service Excellence Award Winners
We can’t reiterate enough how important it is to gauge customer satisfaction and receive customer feedback! In this Thursday Thoughts video, our CEO Christine Churchill discusses that it’s now not enough to only ask our customers about their level of satisfaction or likelihood to recommend a product or service. We need to ask open-ended questions in order to receive an in-depth insight into their experience so we can continue to make changes or improvements where they are needed.
Click here to watch today’s Thursday Thoughts
https://youtu.be/mUUV_pMqkHY
#ThursdayThoughts #CustomerSatisfaction #NetPromoterScore #RedefiningServiceExcellence
Congratulations to Nasdaq Governance Solutions for winning another International Service Excellence Award in the Large Business category! This is especially impressive when considering the challenges Covid-19 presented in 2020!
Click here to read their article https://www.nasdaq.com/articles/nasdaq-governance-solutions-receives-the-international-service-excellence-award-2021-01-25
#RedefiningServiceExcellence #CustomerService #ISEA
For a customer, finding a company’s contact details is step one to getting their problem solved. However, studies show that only around 38% of all companies have contact information visible on their website. Not only will you frustrate existing customers, but you also risk losing new customers by not providing your company contact information.
#TuesdayTips #CustomerSupport #Communication #CustomerServiceTraining #RedefiningServiceExcellence
Every time we interact with a customer is our opportunity to shine and to have the customer form a new and improved perception of your company – compliments of you! Bring your best and authentic self to every situation and watch these Moments of Truth turn into Moments of Magic!
#MotivationMonday #ShepHyken #CustomerService #RedefiningServiceExcellence
If you want happy and loyal customers, reward them! Make them feel appreciated with personalized gifts, incentives, and bonuses throughout the year.
#CustomerLoyalty #CustomerAppreciation #CustomerRetention #RedefiningServiceExcellence
Have you had an opportunity to look at our International Service Excellence Award winners for 2020?
Take a look and if you know someone who won, don’t forget to congratulate them!
https://www.serviceinstitute.com/2020-award-winners/
#RedefiningServiceExcellence #ISEA
Sharing a positive testimonial from one of our Customer Service Manager course graduates.
#TestimonialTuesday #ClientLove #RedefiningServiceExcellence
Last chance to take advantage of our early bird pricing!
“Customer Service in the Wake of COVID-19 What’s Changed, What’s Here to Stay and How to Navigate It All” – March 16, 23 and 30 at noon ET.
Join our CEO Christine Churchill for an in-depth discussion that will provide you with a roadmap for excelling at customer service and building customer experiences that reflect our new service environment.
We have an early bird discount for anyone who signs up before 2/16/21. Use code FebEarlyBird to get 15% off. After 2/16/21 the fee is $197.
“Customer Service in the Wake of COVID-19 What’s Changed, What’s Here to Stay and How to Navigate It All” – March 16, 23, and 30 at noon ET.
#CustomerServiceTraining #Webinar #OnlineTraining #ProfessionalDevelopment #RedefiningServiceExcellence
As you get ready for another week of work, make sure to plan on taking care of yourself as much as you can. During your work breaks you could listen to music, take a walk, meditate, etc. And don’t get sucked into working all the time. You can’t take care of others if you don’t care for yourself!
#SelfCareTips #CustomerService #RedefiningServiceExcellence
If you’re looking for inspiring reading to enrich your customer service knowledge, we highly recommend the book “Customer Loyalty: How to Earn It, How to Keep It” by Jill Griffin. This is a great resource for anyone working in customer service – from frontline to senior management level - who is looking to improve customer service and satisfaction for their company.
Click here to buy “Customer Loyalty: How to Earn It, How to Keep It” https://www.amazon.com/dp/0787963887/?tag=smallbusin0b3-20
#RecommendedReading #CustomerServiceBooks #CustomerService
The message continues to be loud and clear. Service excellence is the foundation for gaining your customers’ trust and achieving business success!
#FactFriday #CustomerService #RedefiningServiceExcellence
We can’t reiterate enough how important it is to gauge customer satisfaction and receive customer feedback! In this Thursday Thoughts video, our CEO Christine Churchill discusses that it’s now not enough to only ask our customers about their level of satisfaction or likelihood to recommend a product or service. We need to ask open-ended questions in order to receive an in-depth insight into their experience so we can continue to make changes or improvements where they are needed.
Click here to watch today’s Thursday Thoughts
https://youtu.be/mUUV_pMqkHY
#ThursdayThoughts #CustomerSatisfaction #NetPromoterScore #RedefiningServiceExcellence
Many customer support reps are evaluated based on the number of emails or phone calls they answer. This approach of ‘speed over quality’ can lower the ability to deliver exceptional service. Research shows that customers prefer quality over speed. So, an informative, helpful answer is always best, even if the response takes a little longer to complete.
#TuesdayTips #QualityCare #CustomerService #RedefiningServiceExcellence
Honoring those who have selflessly served in our country’s highest office on President’s Day.
#PresidentsDay #Service #RedefiningServiceExcellence
Wishing you and your loved ones a very Happy Valentine’s Day! (We hope it includes chocolate.)
#ValentinesDay #DayOFLove #RedefiningServiceExcellence
Today is Self-Love day! Those of us in customer service are typically drawn to this line of work because we enjoy serving others. But even though we try our best to serve others, some days are tougher than others. Try creating a list of your customers’ most positive feedback and place it near your desk. You can re-read the list to give your spirit a little boost when you need it!
#SelfLoveDay #PositiveFeedback #RedefiningServiceExcellence
Don’t you just love it when people tell you to “Google it”? 😁 Don’t forget that the best customer service is still service with a human touch!
Photo credit @Limebridge
#FunFriday #CustomerServiceJoke #GoogleIt #RedefiningServiceExcellence
Covid-19 is still here and businesses of every size across the globe are still trying to navigate the customer service challenges this pandemic presents. Some businesses have overcome these challenges, while others are still struggling with how to position their teams to continue to provide the best service possible. Our CEO Christine Churchill announces her upcoming webinar series which will be dedicated to “Customer Service in the Wake of Covid 19” which you can sign up for by clicking here and still take advantage of our early bird discount for anyone who signs up before 2/16/21. Use code FebEarlyBird to get 15% off! https://www.serviceinstitute.com/covid-customer-service-webinar/
Click here to watch today’s episode of Thursday Thoughts https://youtu.be/q-g5xIzoYKU
#ThursdayThoughts #Covid19 #CustomerService #ServiceChallenges #RedefiningServiceExcellence
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If your company supports a humanitarian cause or runs a subsidiary charity, make sure to mention this in your marketing and find ways to involve your customers in your efforts. People will see you as an organization that isn’t only out to make a profit but that strives to make a positive difference in the community as well. This will create a positive image for your brand and turn your customers into fans!
#GivingBack #CustomerService #CustomerFandom #RedefiningServiceExcellence
Great words to live by on Social Justice Day and always!
#SocialJusticeDay #SocialJustice #Peace #Equality #RedefiningServiceExcellence
Join us for “Customer Service in the Wake of COVID-19 What’s Changed, What’s Here to Stay and How to Navigate It All” – March 16, 23 and 30 at noon ET.
Our CEO Christine Churchill invites you to an in-depth discussion about customer service best practices and how to build customer experiences that will reflect our ever-changing service environment.
Click here to sign up https://www.serviceinstitute.com/covid-customer-service-webinar/
#CustomerServiceTraining #OnlineTraining #ProfessionalDevelopment #RedefiningServiceExcellence
We applaud Nasdaq Governance Solutions for winning another International Service Excellence Award – especially during a global pandemic! Here is what their Global Head of Customer Success has to say:
“The foundation of our client experience is predicated on our talented customer success team and innovative technology. Nasdaq has invested heavily in building a team that is committed to delighting and exceeding client expectations. We are honored to receive this award, as it is a testament to our commitment to service excellence,” - Gabriella Halasz-Clarke, Global Head of Customer Success, Nasdaq Governance Solutions.
Click here to read their article https://www.nasdaq.com/articles/nasdaq-governance-solutions-receives-the-international-service-excellence-award-2021-01-25
#RedefiningServiceExcellence #ISEA #CustomerService
Burnout.
We've heard it before, and you may have experienced it, but what does burnout really look like today?
Our CEO, Christine Churchill talks about 6 things that lead to burnout and more in today's edition of Thursday Thoughts! Watch here https://youtu.be/gLDHv4x6SWM.
Register now for her upcoming webinar series which will be dedicated to “Customer Service in the Wake of Covid 19” by clicking here https://www.serviceinstitute.com/covid-customer-service-webinar/
#RedefingServiceExcellence #Burnout #BusinessTips
Did you know that it’s Random Acts of Kindness Day? We love this day, because it reminds us to be grateful and to pay kindness forward in any way we can. Here are just a few ideas for acts of kindness…but the point is to do any act of kindness you can, large or small, to lift someone’s spirit.
💙 Pay for a stranger’s coffee.
💙 Leave an anonymous note with a gift card for someone who goes beyond the call of duty or spends their day serving others.
💙 Offer your skills for free for someone in need.
💙 Drop off a load of groceries at the local food pantry.
💙 Order a surprise bouquet of flowers to be delivered to a patient you don’t know in a hospital. Tell the front desk to give them to whoever needs them the most.
💙Just smile!
#RandomActsofKindnessDay #KindnessMatter #RedefiningServiceExcellence
Another great book to add to your reading list is “Leading the Customer Experience: Inspirational Service Leadership” by Sarah Cook
It’s one thing to know the importance of a positive customer experience, it’s another thing to convince and lead your team. This book is great for anyone in a supervisor or manager role in the customer service industry.
Click here to order your copy https://www.amazon.com/Leading-Customer-Experience-Inspirational-Leadership/dp/1472447697
#RecommendedReading #CustomerServiceBooks #RedefiningServiceExcellence
Read more about the many benefits that service excellence awards can bring to your business and your workforce, as well as grow your business. https://www.serviceinstitute.com/uncategorized/how-service-excellence-awards-can-help-grow-your-business/
#RedefiningServiceExcellence #ServiceEcellenceAwards #BusinessTips
Having fun is important too, and Friday is typically the day that brings people together. And for those of us with kids – it’s “Yay! No homework day”! Whether it’s stopping by the mall, ordering pizza for your movie night in, baking a batch of cookies or enjoying happy hour with friends, we hope you treat yourself to a fun evening!
#FunFriday #Relaxation #CustomerService #RedefiningServiceExcellence
Empathy - especially during these challenging times - is an important part of customer service. Empathy is the ability to really listen and connect with how others feel. While we may not be able to solve every problem, just listening and showing that we care is an important first step. Our CEO Christine Churchill shares her insights about empathy - and how it differs from sympathy - in today’s Thursday Thoughts video.
Watch here https://youtu.be/EaPMYSnT5nE
#ThursdayThoughts #Empathy #CustomerService #RedefiningServiceExcellence
Have we lost the concept of humanity in business because we’re so busy trying to survive? Businesses who have done well this past year are those who are proactive versus reactive in addressing customer concerns - and general societal strain. Those who have done it well will be rewarded for their outstanding customer service in the long run. Those who have used this as an opportunity to corner and bully their customers will suffer as a result of their short-sighted decisions. Join us as we delve deeper into these crucial topics during our webinar series:
“Customer Service in the Wake of COVID-19 What’s Changed, What’s Here to Stay and How to Navigate It All” – March 16, 23 and 30 at noon ET.
Click here for details and to sign up https://www.serviceinstitute.com/covid-customer-service-webinar/
#CustomerServiceTraining #OnlineTraining #ProfessionalDevelopment #RedefiningServiceExcellence
Our courses provide our participants with knowledge of the latest customer service best practices, as well as actionable items that will help improve their service strategy across all departments.
#TuesdayTestimonial #ClientLove #RedefiningServiceExcellence
It’s Employee Appreciation Day! Since happy and engaged employees are one of the cornerstones of service excellence, make sure to take time to show your appreciation and recognize employees who have gone the extra mile to serve customers.
#EmployeeAppreciationDay #EmployeeAcknowledgement #Recognition #RedefiningServiceExcellence
Check out our founder, Christine Churchill and her contribution to the Wall Street Journal! Read the article here https://www.wsj.com/articles/singapore-airlines-opens-a-customer-service-school-for-businesses-11614769201
#RedefiningServiceExcellence #WSJ #WallStreetJounal #CustomerService
Since tomorrow is Employee Appreciation Day we’re focusing on employee recognition in today’s Thursday Thoughts video. Your employees are the most important asset you have in your organization - so our CEO Christine Churchill encourages us to make sure to acknowledge them however you can!
Click here to watch today’s Thursday Thoughts video https://youtu.be/UcLcWW6JrAI
#ThursdayThoughts #EmployeeAppreciationDay #EmployeeRecognition #RedefiningServiceExcellence
If are managing teams on the frontlines of customer service during these challenging times then you don’t want to miss our webinar “Customer Service in the Wake of COVID-19 What’s Changed, What’s Here to Stay and How to Navigate It All” – March 16, 23 and 30 at noon ET.
Join this interactive event about customer service best practices during Covid-19 and beyond!
Click here to sign up https://www.serviceinstitute.com/covid-customer-service-webinar/
#CustomerServiceTraining #OnlineTraining #ProfessionalDevelopment #RedefiningServiceExcellence
On Read Across America Day we’d like to recommend a best-selling customer service book to add to your list. Check out “Delivering Happiness – A Path to Profits, Passion and Purpose” by the late, great customer service trailblazer and Zappos CEO, Tony Hsieh. His goal was to create a customer service culture in his company that would outlast him, which is exactly what he did!
Click here to order Delivering Happiness https://www.amazon.com/Delivering-Happiness-Profits-Passion-Purpose/dp/0446576220/ref=cm_cr_arp_d_product_top?ie=UTF8
#ReadAcrossAmerica #RecommendedReading #Zappos #TonyHsieh #RedefiningServiceExcellence
March is National Women’s History Month. Let’s honor the women who never gave up! They persevered, stood up for their rights and paved the way for women all over the world to realize their dreams.
#NationalWomensHistoryMonth #WomensHistory #WomensRights #RedefiningServiceExcellence
Human interaction is still important - even in this digital age!
Today’s Thursday Thought is about keeping the human touch in customer service. Covid-19 caused made it necessary for companies to accelerate their efforts when it comes to establishing an online presence on a variety of platforms. It has also been necessary to improve self-service options. While all of this is an essential part of staying competitive in today’s digital world, let’s not forget that consumers still want and need human interaction - and easy access to an agent or rep when they need one!
Click here to listen to today’s Thursday Thoughts episode https://youtu.be/s3LlR9C0GvI
#HumanInteraction #HumanTouch #CustomerService #RedefiningServiceExcellence
How’s your workspace looking these days? Would you say that it’s orderly or messy? If it’s the latter, take some time out of your workday to organize your desk. You’ll thank yourself for the mental space and cheer it creates. It will also help you be more efficient and productive so you can serve your customers even better than before!
#OrganizeYourHomeOfficeDay #Organize #Workspace #CustomerService #RedefiningServiceExcellence
International Women’s Day is a global day celebrating the social, economic, cultural and political achievements of women. The day also marks a call to action for accelerating women’s equality. There is much to celebrate, but we still have a long way to go when it comes to establishing social, political and professional equality for women in our country and throughout the world.
#InternationalWomensDay #IWD2021 #BeBoldForChange #EachforEqual
#RedefiningServiceExcellence
Small businesses employ approximately 47% of the US workforce. Not only do they provide local services and products, they also reinvest in our small towns and local neighborhoods in many ways. However, their stories aren’t often heard because of the dominance of big chains or larger corporations. Make sure to support and promote small businesses in any way you can, today and every day!
#NationalBeHeardDay #ShopLocal #SupportSmallBusiness #RedefiningServiceExcellence
We’ve all had days when we’ve had to deal with irate or straight-up rude customers. Here are 4 tips to help you cope next time this happens:
Tip 1 - Stay calm - Staying calm will also help you to stay focused on the issue and the most effective way to resolve it.
Tip 2 - Don’t take it personally – In most cases the customer has a problem with a product or service, not with you personally. Or they may just be taking their stress about other matters out on you.
Tip 3 - Listen – Show that you are really listening. Summarize key points made by the customer so you show that you understand their issues. And if it seems appropriate to apologize, make sure to do so.
Tip 4 - Be firm – If a customer's behavior has become unacceptable, it's important to be firm and let them know. For example, if they are raising their voice, using foul language, or behaving in a way that is insulting, discriminatory, or even threatening, it is important to make it clear that this will not be tolerated. If need be, postpone the conversation for another time when the customer is calmer, or escalate the matter to a supervisor.
#RudeCustomers #AngryCustomers #ConflictResolution #RedefiningServiceExcellence
It’s Employee Appreciation Day! Since happy and engaged employees are one of the cornerstones of service excellence, make sure to take time to show your appreciation and recognize employees who have gone the extra mile to serve customers.
#EmployeeAppreciationDay #EmployeeAcknowledgement #Recognition #RedefiningServiceExcellence
Isn’t this the truth? Wishing you the timing, good luck – and may we add vision and perseverance – to achieve your goals on St. Patrick’s Day!
#StPatricksDay #GoodLuck #DreamsComeTrue #RedefiningServiceExcellence
Freedom of Information Day recognizes individuals or groups that have protected public access to government information and the public’s right to know. Let’s salute those who protect our right to factual information, which is a very important part of a thriving democracy. Factual information is also an important part of business - especially customer service!
#FreedomOfInformationDay #RightToKnow #Democracy #RedefiningServiceExcellence
Sometimes Mondays are just hard – but especially when you lose a precious hour of sleep! 🥱 But with willpower – and coffee – you can handle it! ☕️ 💪🏼
#MotivationMonday #DayLightSavings #MondayBlues #RedefiningServiceExcellence
Daylight Savings begins today in the United States. Don’t forget to change your clocks! Since Monday is typically a very busy day at work, make sure to get to sleep early too, so you can start the week recharged and rested!
#DaylightSavings #TurnYourClocksBack #RedefiningServiceExcellence
Feeling stuck in your job and ready to make a change? Then consider a career in customer service! Invest in yourself by taking our online Certified Customer Service Manager course. In addition to a toolkit of relevant customer service skills, our 7-module course will provide you with knowledge of:
🎓 Strategic customer service
🎓 Leadership and People Management for service excellence
🎓 Service infrastructure
🎓 Measurement and continuous improvement
We have different payment options available, including a 12-month payment plan! Don’t delay – take your first step towards a brighter future today. 👩🏻💻 👩🏿🎓
Click here to register today https://www.serviceinstitute.com/certified-customer-service-manager/
#ManagementTraining #ManagerTraining #CareerTraining #ManagementCertification #RedefiningServiceExcellence
Despite the dawning of a digital age, most customers or clients still prefer human interaction. In fact, studies show that 75% of customers still prefer to interact with a real person. While advances in automation and technology are in many ways helpful for business, there should also be a human available to resolve customer service problems when needed.
#FactFriday #CustomerService #AI #Automation #HumanTouch #RedefiningServiceExcellence
Organizations which make efforts to enhance the happiness of their employees enjoy more success. Here are just a few statistics that prove this claim:
💫 Companies with happy employees outperform competition by 20%.
💫 Happy employees are 12% more productive.
💫 Happy salespeople produce 37% greater sales.
💫 Employees who report being happy at work take 10 times fewer sick days than unhappy employees.
💫 The stock prices of “Fortune’s 100 Best Companies to Work for” rose 14% per year from 1998 to 2005, while companies not on the list only reported a 6% increase.
Bottom line: Employee happiness is crucial for long-term business success!
#InternationalDayofHappiness #EmployeeHappiness #CustomerService #RedefiningServiceExcellence
Since yesterday was World Storytelling Day we’re sharing a great article posted by Hubspot about how the power of story brings businesses and customers together. Today’s customer doesn’t just decide to buy from you based on what you’re selling, but also why you’re selling it. Storytelling helps communicate that “why” to your customers, in a fun and engaging way!
Click here to read The Ultimate Guide to Storytelling https://blog.hubspot.com/marketing/storytelling
#Storytelling #CustomerService #RedefiningServiceExcellence
Wishing you the gifts of revival and renewal at home and at work, as we welcome the first day of Spring!
#FirstDayofSpring #Renewal #Revival #RedefiningServiceExcellence
Some funny-not-funny customer service humor for you to end the week with 🤣
#NationalLetsLaughDay #CustomerServiceJoke #PoorCustomerService #RedefiningServiceExcellence
Since some of us just celebrated St. Patrick's Day, we decided to focus this Thursday Thoughts video on luck. Good luck is actually something that we create. The attitude that we bring to our environment, our desire to learn and grow and our intention to achieve our goals are all part of good luck. In other words, if we put out positive energy, it attracts good luck and success! So think about how you’re approaching your day, your projects at hand and your life in general!
Click here to listen to today’s Thursday Thoughts video https://youtu.be/ZA7GqTDdRMk
#GoodLuck #GoodFortune #Positivity #GoodAttitude #RedefiningServiceExcellence
Isn’t this the truth? Wishing you the timing, good luck – and may we add vision and perseverance – to achieve your goals on St. Patrick’s Day!
#StPatricksDay #GoodLuck #DreamsComeTrue #RedefiningServiceExcellence
This is the importance of self-care, perfectly stated. If you take care of others but don’t care for yourself, you will be like a candle burning at both ends. Make sure to make time for me-time.
#SelfCareSunday #SelfCare #CustomerService #RedefiningServiceExcellence
Are you ready to take your customer service management skills to the next level? Our Customer Service Manager training course is your launchpad to a better job.
Click here to learn more https://www.serviceinstitute.com/certified-customer-service-manager/
#CustomerServiceManager #ManagementCertification #LeadershipTraining #RedefiningServiceExcellence
No one likes to have to wait for service. This statistic proves it! If you make one change today, it should be focusing on how to reduce phone holds and other wait times for your customers.
#FactFriday #ValueYourCustomersTime #CustomerService #RedefiningServiceExcellence
In today’s Thursday Thoughts our CEO Christine Churchill encourages us to pause and ask ourselves some important questions about time. How are you spending your time at work? Are you just getting through the day and tasks at hand or is there a sense of intention in what you do? Are you respecting your customers’ or clients’ time? How are you spending time with your loved ones? Intention is very important, both at home and at work, so give these questions some thought and let us know in the comments box below!
Click here to listen to today’s Thursday Thoughts video https://youtu.be/tioF-yLdpoc
#RedefiningServiceExcellence #SpendYourTimeWisely #CustomerServiceTips #Intention
Organizations which make efforts to enhance the happiness of their employees enjoy more success. Here are just a few statistics that prove this claim:
💫 Companies with happy employees outperform competition by 20%.
💫 Happy employees are 12% more productive.
💫 Happy salespeople produce 37% greater sales.
💫 Employees who report being happy at work take 10 times fewer sick days than unhappy employees.
💫 The stock prices of “Fortune’s 100 Best Companies to Work for” rose 14% per year from 1998 to 2005, while companies not on the list only reported a 6% increase.
Bottom line: Employee happiness is crucial for long-term business success!
#InternationalDayofHappiness #EmployeeHappiness #CustomerService #RedefiningServiceExcellence
Since yesterday was World Storytelling Day we’re sharing a great article posted by Hubspot about how the power of story brings businesses and customers together. Today’s customer doesn’t just decide to buy from you based on what you’re selling, but also why you’re selling it. Storytelling helps communicate that “why” to your customers, in a fun and engaging way!
Click here to read The Ultimate Guide to Storytelling https://blog.hubspot.com/marketing/storytelling
#Storytelling #CustomerService #RedefiningServiceExcellence
