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Let's Grow Leaders
JULY 3, 2023
When Dealing with Difficult Customers, Show Up as an Empathetic Expert Most of the time we write about human-centered leadership, but the challenges of dealing with difficult customers came up so frequently in our World Workplace Conflict and Collaboration Research, we thought we’d take a break from our regular programming to help.
Let's Grow Leaders
NOVEMBER 19, 2021
If you want to improve your Customer Service Experience (CX), Start with Culture. This week, we interrupt our regularly scheduled “Asking for a Friend Series” to feature this important interview with Shep Hyken on Be Amazing or Go Home, TV, about how to improve your customer service experience through culture.
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Let's Grow Leaders
SEPTEMBER 23, 2021
Your Most Important Customer Loyalty Metric: Do Your Customers Come Back. In this week’s Asking for a Friend, I talk with Shep Hyken, author of I’ll Be Back , discusses how to build customer loyalty and getting customers to come back again and again. The Basic’s of Customer Loyalty.
Let's Grow Leaders
OCTOBER 18, 2018
Welcome to the Let’s Grow Leaders Frontline Festival on customer service. The post Transforming the Customer Experience and Great Customer Service: A Frontline Festival appeared first on Let's Grow Leaders. We asked thought leaders from around the world to share their very best post on these topics.
Speaker: Kate Nasser, The People Skills Coach™
Contact center agents are people and people can grow on their own BUT great collaborative coaching truly guides agents to connect authentically to customers better and better each time. Great collaborative coaching awakens and guides an agent’s ability and choices with customers in a wide range of situations.
Let's Grow Leaders
JULY 25, 2019
You want to empower your employees as customer advocates, but it’s tricky. No one understands your customer’s needs and frustrations better than your employees. When your customers are frustrated, your employees are too. What’s best for the customer […]. But let’s be real.
Let's Grow Leaders
OCTOBER 24, 2016
Even your once loyal customers start looking around for where they can get your offering cheaper, faster, or with less hassle. Sadly, as companies work to scale, one of the biggest mistakes I see is that they begin to de-personalize the customer experience in the name of efficiency. . No customer wants to feel like a commodity.
Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC
Customers and prospective clients require real, passionate, and empathetic humans. What are ways leaders engage with team members so the team members better engage with your customers and prospective customers? Key ingredients which are nearly impossible to measure, yet everyone knows when they’re missing.
Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic
The 'great resignation' and the 'great talent reshuffle' have impacted contact center and customer support staff as much, if not more than, any other part of the workforce.
Speaker: Adam Saad - Founder & CEO, Tech Stack Advising
Somewhere in a global contact center, there is an agent who has spent the last 8 hours answering questions from disgruntled customers. On the other side of the world, another agent is conducting surveys and can’t seem to keep a caller on the line. All of these factors lead to dissatisfied employees and potentially agent attrition.
Speaker: Adam Cutler, Co-Founder of IBM Design, IBM Distinguished Designer, AI Design
How long will it be until AI comprises the entire CX sector and real people no longer connect with real customer concerns? In this webinar, you will learn how: the use of AI can enhance the human experience in customer interactions. companies can specifically implement AI to teach agents how to approach customers at all levels.
Speaker: Amy VanHaren, CEO and Founder, pumpspotting
In this exclusive webinar, you'll hear from Amy VanHaren, CEO and Founder of pumpspotting, on how to create inclusive work cultures for women and families that will ultimately attract, retain, and delight employees, customers, students, and visitors.
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