Camille
was a guest service associate working in a hotel. She had natural service
instincts and had received hospitality training. Despite her qualifications,
Camille routinely provided poor service.
She
did it deliberately.
Camille
didn’t enjoy providing poor service. She felt terrible every...
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Today’s “always on” customer expects service at the speed of now - anytime, anywhere. But this leaves many service organizations wondering how to deliver on this expectation. In just four weeks at Dreamforce, over 100,000 attendees will have the opportunity to learn how the Service Cloud...
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In the
connected-customer era, there’s only one way to keep customers engaged: meet
them when, where, and how they want. Cloud, social, and mobile have the
potential to enable this, yet on average, only 20% of customers are fully
engaged. To bridge this gap, and avoid becoming irrelevant in...
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Service Cloud and Sales Cloud are two of the core products at salesforce.com, and they are working together more than ever before. Customers are using both products together to get a better and more 360 view of their customers.
For instance, out of our six customer company showcase...
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One form of customer service on the rise is self-service support - a cost efficient and effective way to provide accurate product information to customers. In fact according to Forrester, 72% of customers prefer self-service to resolve their support issues over picking up the phone or sending an...
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The rise of social media and mobility has made it more important than ever before to foster a customer-focused company. The advent of mobile devices means social media is always at customers’ fingertips, and that instant feedback in the form of tweets and Facebook posts gives them a voice that...
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New technology is continuously emerging all around us, particularly in the world of the consumer market. Companies are seeing massive advertising space in social media like Facebook and blogs, and customers are increasingly using online platforms to shop, compare, recommend or review...
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One of the best ways to excel at customer service is to understand and organize employee interactions with customers and ask for feedback. Here are four approaches to do that:
Personal observation
Ask for feedback
Break down barriers
Provide contact information
Learn more about these four...
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In today's business world, your competitors are everywhere. Companies are striving to be the best in every way possible so they can stand out amongst the rest. Want to stand much taller? Focus your efforts on customer service. No matter what industry you compete in, it’s key in...
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