Gone are the days when customer service was a boring chore, a necessary evil, an unglamorous afterthought. Today’s customer service has the potential to be nothing short of thrilling. By forging smart partnerships companies of all sizes can create unexpected benefits and transform customer service...
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As customers seeking help, we know we want fast, responsive service. That’s obvious. We are less aware of how the tone and language of the real person or automated voice responses affect us. Yet with apt use of big data analytics, companies can customize customer service to answer specific...
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Companies that want to achieve a high Net Promoter Score should ask themselves one key question: are your sales reps truly trying to help prospects, or are they only trying to help themselves? Customers form their first and most lasting impression of your company during the very first sales...
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When it comes to engaging with customers, few of your team members have more experience than the frontline agents fielding calls with questions, or complaints, from customers. You already know that they’re great for giving your users answers and walking them through processes, but frontline agents...
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I can’t help it—I still like to roll down my window when I’m driving and ask someone for directions. I also like to ask the server to recommend something when I’m ordering in a new restaurant. And I always ask the salesperson if the nearest register is open so I can pay for my...
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As they say, there is a reason you have two ears and one mouth. This is especially true for those of us in social customer care, where listening is so critical. As customers are migrating away from phone and email channels when they need help, social channels like Facebook and Twitter are becoming...
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I recently bought a custom picture frame from Pictureframes.com that suffered significant damage in transit to my doorstep. I braced myself for an inconvenient return process: the frame was large and awkwardly-sized, and would certainly be expensive to repackage and ship back to the...
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If you've ever worked in a service industry, you know that it can be a formative experience. Recently, a friend and I got to talking about what our early restaurant jobs taught us about delivering great customer service—and, really, about life and work in general.
Here are 10 of our top...
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It’s painful. A recent customer service fiasco has gone viral and a wonderful company’s image has been trashed in front of thousands of people. Although anyone who listens to the recording of the call would probably agree that the agent is a complete tool, many businesses are taking a step back to...
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