Customer Service

Your customers are your industry. Learn how to show them.

Tag(s): business of support, customer service, framework and methodologies, leadership, metrics and measurements, people, process, practices and processes, professional development, research, technology, workforce enablement, RESOURCES

Explore best practices that your organization can use to effectively deliver exceptional customer service.
Tag(s): best practice, customer experience, customer satisfaction, customer service, tools, training, metrics and measurements


Coaching involves regular communication with the goal of building skills through encouraging feedback. In this webinar, Mary Cruse will introduce attendees to the coaching feedback loop, which includes preplanning events as well as the ever-important one-on-one coaching session. She'll...

Tag(s): webinars, customer experience, customer service, customer-service-week


Gain a better understanding of the total customer experience! In this webinar, Julie Mohr will cover the core concepts of customer experience management, including the five steps of the CEM framework:

  1. Analyzing the experiential world of the customer
  2. ...
Tag(s): webinars, customer experience, customer service, customer-service-week

You aren't defined by your job, but rather by how you do your job.  When you master customer service skills, you develop transferrable skills—leadership, emotional intelligence, relationship building, resourcefulness, problem solving, and more—that will serve you well in any...
Tag(s): webinars, customer service, customer-service-week, customer experience

Technical support centers must demonstrate their value. They can add value with personalization, concierge services, walk-up, excellent self-service, and more.
Tag(s): business value, chat, customer experience, desktop support, mobility, multichannel support, self-service, service level agreement, service strategy, support center, support channels, technical support, value-add, workforce enablement, customer service

Customer service is about common courtesy, artfully delivered. True professionals stand out from the crowd and grow rewarding and satisfying careers.
Tag(s): customer service, customer satisfaction

A comprehensive list of Customer Experience information and tools.
Tag(s): customer experience, customer satisfaction, customer-satisfaction-measurement, customer service, business value, crowdsourcing, culture, customer-service-week, customer survey tools, incentives, marketing, outside-in, relationship, self-service, self-service tools

Any service desk can hit service level metrics (SLAs and KPIs). Whether you’re an internal service desk manager or an outsourcing provider, you need to add value to improve CSAT scores.
Tag(s): customer service, KPI, metrics and measurements, service level agreement, SLA, performance management


The adventure begins March 24–27, 2015, at the Mandalay Bay in Las Vegas—but it doesn’t have to end there! For the fourth consecutive year, we’ll follow up the HDI 2015 Conference & Expo by hosting the most immersive and educational virtual event in the technical service and support...

Tag(s): customer service, workforce enablement, professional development, people, technology, mobility