In
customer service–as in all business matters—the best kind of advice
comes from professionals like you who are dealing with similar issues to
the ones you are facing.
How many of us have cracked our
knuckles, put on our pith helmets, and tried to fight our way through
the jungle of...
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John Tschohl is a recognized
customer service expert drawing from years of experience sharing
methodologies, tips and best practices. This is one in a series of
articles from John that we will feature in the Expert Corner on the Desk.com blog.
How to turn customer problems...
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Everything was going smoothly at the call center. Agents were on top
of customer issues, customer cases were being resolved, nothing had
fallen through the cracks. But then out of nowhere, bad things started
happening. Unhappy customers. Missing customer cases. Glitches in promo
codes. No way...
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Jeff
Bezos, CEO of Amazon, once said, "You know, if you make a customer
unhappy they won't tell five friends, they'll tell 5,000 friends." Never
has this been truer than now in the age of social media and Twitter.
Not
only for promos and marketing anymore, Twitter is now a...
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Last month’s Dreamforce event featured more Service-related breakout sessions - upwards of 90 in all - than any previous year. Session topics ranged from improving agent productivity to self-service communities to an overview of the Service Cloud product roadmap. Additionally, we...
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Your business went from hot to not in a flash. How
can that be? The advertising and emails get response. The sales team is
working hard. Although some customers complain, it’s about minor things
– nothing worth worrying about. You’re too busy anticipating the next
fire or working on a product...
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Last week I made the case for
customer service through social media, and I’m going to assume everyone is now not only convinced
- but excited! - to transform the way their business does customer service.
So let’s take a closer look at the art of listening to your customers,
and why smart...
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written by Sukhjit Ghag, Social Marketing Manager at desk.com
We’ve all been on one side or the other of an unhappy conversation,
right? When your customer thinks your product or service isn’t
delivering on a promise, you may find that every single thing that’s
been bothering them in...
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The explosion of social media we’ve witnessed over the last decade is not news to anyone. However, the number of companies’ customer service organizations shying away - or even ignoring - this revolution is the part that should surprise everyone. When it comes to customer service,...
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