Paul Selby

Get off the customer service hamster wheel

Image by mcmurryjulie from Pixabay Growing up, I had a hamster. Its cage included a hamster wheel. You know the type: a circular wheel held on a stand, and runged or ridged to allow the hamster to grab...

Start 2020 off right with a focus on knowledge management

Image by PublicDomainPictures from Pixabay Customer service agents field inquiries from customers multiple times per day. Online communities overflow with customer questions. In both situations, these are often the same, repeated issue. But that doesn't mean new problems aren't...

The next evolution of customer service is coming–and it’s amazing!

Photo by Oladimeji Ajegbile from Pexels.com Ideally, customers would never have questions or problems. Products would never arrive broken or fail. Instructions would be clear. Credit card statements would never be inaccurate.

Resolve to improve customer service and experience in 2020

Image by StockSnap from Pixabay Customer service and customer experience (CX) have plenty of sobering statistics to consider. Two of my favorites: In 2017, 54% of customers had higher expectations for customer service compared to...

Resolve to deliver more proactive customer service in 2020

Photo by Justin Visser from FreeImages The year is coming to a close. While the busy holiday season is still underway, it's not too early to start working on resolutions for 2020. One to...

Butterball: a study in customer service, experience, and success

The holiday meal. Image by PublicDomainPictures from Pixabay If you are the chef, it's one of if not the most important meal of the year. And if you're the primary cook in the family, you...

Bypassing one of the greatest barriers to amazing customer service delivery

Image by Jan Vašek from Pixabay If asked what frustrates most about customer service, people might respond with many possible answers. It could be agents with a bad attitude. It could be poor customer policies. These are all...

Set customer service agents up for success as Black Friday approaches

Image by Gerd Altmann from Pixabay A famous television series kicked off with its first episode titled "Winter is Coming." This phrase ended up carrying more weight than just the arrival of a season in the fictional series....

Digital workflow: powering dramatic customer service and experience improvements

Image by Gerd Altmann from Pixabay One definition of workflow is a sequence of steps involved in moving from the beginning to the end of a working process. The concept of workflow traces its roots back to 1921,...

13 is the lucky number to improving customer service and experience

Image by Hebi B. from Pixabay An estimated 10 percent of the U.S. population consider the number 13 to be unlucky. Not limited to the U.S., many countries around the world also consider 13 a bad omen.

Customer service: it’s not just a department

Source: Pexels.com Customer service often finds itself working in isolation. Despite the importance placed on customer experience, companies are failing to act on critical customer feedback coming in on a regular basis to customer service. Customer service...

So you want to use a ‘bot in customer service…

Source: Pixabay.com We're now in the final months of 2019. What have been the highs and lows so far? Have you moved the needle on CSAT scores and NPS? Has the customer experience fundamentally improved?

Give your agents a real gift for Customer Service Week

Photo by Jason Leung on Unsplash Customer Service Week is next week. Established by the International Customer Service Association in 1984, it became a nationally recognized event through action by the U.S. Congress in 1992. Each year, this...

Mitigating the wait frustration in customer service

Source: Pixabay.com Waiting. For some it's easy, for others not so much. People find themselves waiting many times in the course of a day, be it queued up for their morning coffee or standing in the grocery...

Using personas to drive better customer service

Photo by Daria Nepriakhina on Unsplash It's done. Your customer service team has completed a six-month project to develop, test, and deploy state-of-the-art technology that was billed as the answer to drastically reducing call volume while delivering higher-quality...

Customer service shouldn’t be like “Where’s Waldo?”

Source: Fandom.com Where's Waldo? Or, as he's originally known, Wally? This fictional British character who has a penchant for blending into complex scenes during travel remains a popular part of pop culture. Over his thirty-plus...

How to use customer service to drive a better customer experience

Source: Pexels.com It's not very common for customers to contact customer service when everything is going fine. No, it's at times when something unexpected happens, situations like their order didn't arrive when anticipated, the product is broken, or...

Five ways using workflow can improve the customer service experience

Image by Clker-Free-Vector-Images from Pixabay Would you be surprised to hear the earliest concept of workflow dates back nearly 100 years? Billed as a "rational organization of work," it originally started with manufacturing then later found its way...

Why some customer service chatbots are better than others

Image by Mohamed Hassan from Pixabay Visit the customer service website for any company and you'll likely encounter a chatbot. This isn't surprising, given Gartner's claim that not only will over 50 percent of medium to large enterprises have...

What Schoolhouse Rock can teach us about customer service

I'm just a bill. Yes, I'm only a bill.Bill, from "I'm Just a Bill" by Schoolhouse Rock, circa 1976 Source: ABC.go.com For those unfamiliar with it, Schoolhouse Rock is a series of short films and...

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