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How Mindfulness in the Workplace is Changing Customer Service
- August 28, 2018
- Posted by: CSIA Editorial Team
- Category: Community, Competitive research, CSIA, CSIA Blog, Professional Implementation
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Mindfulness is becoming a buzzword in the workplace, and could be one of the most important trends in customer service and employee development. Those who practice mindfulness meditation report that they are becoming more effective and more focused and in the process, getting better at their jobs. What is mindfulness meditation exactly? In short, mindfulness
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Emotional Intelligence in the Age of Automation
- July 20, 2018
- Posted by: CSIA Editorial Team
- Category: Community, Competitive research, CSIA, CSIA Blog, Employee Development, Innovation, International Customer Service Standard, Professional Implementation
As we discussed in a past article: Artificial Intelligence and the Customer Service Experience, emerging technologies that include artificial intelligence will only have long-term value if augmented with human touch. Coined a few decades ago by psychologist and author, Daniel Goleman, “Emotional Intelligence” or E.I. will become increasingly important in this Automation Age. What defines
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Customer Service That Would Make Mom Proud – Webinar with Jeanne Bliss
- June 25, 2018
- Posted by: CSIA Editorial Team
- Category: Community, Competitive research, CSIA, CSIA Blog, Employee Development, Innovation, Professional Implementation
We recently hosted a dynamic and very refreshing webinar with customer service expert Jeanne Bliss. Jeanne is one of the foremost experts on customer-focused leadership and paved the way for the role of the Chief Customer Officer. She has held customer service executive roles at Lands’ End, Coldwell Banker, Allstate, Mazda, and Microsoft. Since 2002
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MicroLearning: The Modern Solution for Employee Development
- May 21, 2018
- Posted by: CSIA Editorial Team
- Category: Community, Competitive research, CSIA Blog, Economics, Employee Development, Professional Implementation
In this world of minimal attention spans, busy schedules, and an abundance of distractions, organizations have to consider this when planning and developing training for their employees. Many companies can vouch for the success of microlearning, a training method that is delivered in very small segments, which is why it is was given the name
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Defining Service Excellence
- May 1, 2018
- Posted by: CSIA Editorial Team
- Category: Community, CSIA, CSIA Blog, Innovation, International, International Customer Service Standard, International Service Excellence Awards, ISEA, Professional Implementation
What is Service Excellence? Simply stated, good customer service is the extent to which a product or service meets the customer’s needs and expectations. Excellent service is when these expectations are surpassed and when customers feel that a company or employee has gone beyond the call – it’s that intangible, unexpected “extra” in the form