March 30, 2020 By Heidi Robbins

How to Communicate With Customers During Times of Crisis

Whether it’s a global issue like COVID-19 or a local emergency, businesses must have a crisis communication plan in place for their customers. This goes beyond minor adjustments to marketing messages. The plan must extend to customer service teams, your website, social channels, customer-facing... Read More

Customer Engagement, Customer Service, Marketing, Best Practices, Leadership, Thought Leadership, Leading Through Change

February 26, 2020 By Salesforce Canada

Could You Run Your Entire Customer Service Department From A Smartphone?

"We are experiencing higher than normal call volumes . . .” “All of our agents are currently busy . . .” “We’ll get to you as soon as we’re back at our desks.” That last line may not be something you’ll hear when you reach out to a company for service and support, but you can almost imagine... Read More

Customer Service, Small Business

January 31, 2020 By Salesforce Canada

How To Make Your Customer Service Agents Seem Omniscient

Go to the counter at a coffee shop or fast food restaurant and you’ll occasionally see an employee looking slightly nervous and wearing a badge that says “TRAINEE.” These people usually aren’t left completely on their own. There’s often a more experienced team member showing them the ropes.... Read More

Customer Service

December 6, 2019 By Salesforce Canada

No Matter What, You Still Need Customer Service Reps

Anyone can rhyme off a bad experience that soured them on the promise of customer service. This can range from being kept on hold indefinitely and having no one respond to a message or post on social media to an urgent email message that seems to disappear into the ether. This is why, at first,... Read More

Customer Service

November 12, 2019 By Salesforce Canada

Do You Offer Customer Service Or Company Service?

Sometimes, when kids ask “Why” a few too many times, frustrated parents might find themselves hauling out the age-old response, “Because I said so!” Children are rarely satisfied with this kind of answer — just like customers who hear a phrase like, “That’s just our company policy.” Customers may... Read More

Customer Experience, Customer Service

October 10, 2019 By Salesforce Canada

How To Set Up Your Customer Service Dashboard

There are plenty of posters, laptop wallpapers or even fridge magnets that extol the virtues of great customer service. Maybe some of them are visible in the office where you work. They might say things like, “Customer Service Is Not A Department. It’s Everyone’s Job,” or “Customer Service Is Not... Read More

Customer Service, Service Cloud

September 20, 2019 By Salesforce Canada

What Does Customer Service Mean To Your Customers?

Someone should do a “streeter” about the definition of customer service. You know those quick interviews that TV crews sometimes do with a wide range of everyday people, where they’re all asked the same question? That’s what those in the media call a “streeter.” Streeters are fun in part because... Read More

Customer Service

August 23, 2019 By Salesforce Canada

Ways To Help Your Customer Service Agents Love Their Jobs

Free coffee, boxes of donuts and the occasional pizza lunch are all great treats or perks to offer members of a customer service team. They just aren’t enough to ensure they’ll have the level of happiness you need. This is more important than some firms might initially realize. There is often a... Read More

Customer Service

August 21, 2019 By Amanda DiSilvestro

Do You Have a Customer Service Management Strategy?

“We treat our customers like family” is a lovely sentiment, but it’s much too broad to be a customer service strategy, especially for larger customer service departments. An effective customer service management strategy is essential for the growth of a business; it sets the tone for how customers... Read More

Customer Service

FEATURED CUSTOMER SERVICE POST

Before, During, and After: How to Improve Customer Service Every Step of the Way

BY FAN BI

How to Communicate With Customers During Times of Crisis

Could You Run Your Entire Customer Service Department From A Smartphone?

How To Make Your Customer Service Agents Seem Omniscient

No Matter What, You Still Need Customer Service Reps

Do You Offer Customer Service Or Company Service?

How To Set Up Your Customer Service Dashboard

What Does Customer Service Mean To Your Customers?

Ways To Help Your Customer Service Agents Love Their Jobs

Do You Have a Customer Service Management Strategy?

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