Customer Support Best Practices

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3 Happy Customer Themes

In tales of happy customer service experiences, there are common themes.  Let's take a look at a sample of stories shared to Reddit by customers about noteworthy experiences they've had. Michael-Bell shared a story about an experience with tech support.  Rather than proving to be a frustrating, drawn out experience, he was delighted by the [...]

Who Has Time for That?

Customers don't have time to waste. Efficiency is key. News article after news article talks about the diminished amount of time the average American has these days.  It's a pervasive problem that squeezes every single corner of their lives, so the last thing a customer wants to do is invest time they already [...]

Loyalty – It’s a Two Way Street

When we're speaking about business, if you ask people to fill in the blank of ______ loyalty, they'll say "Customer Loyalty" nine times out of ten.  But what's even more important is a company's loyalty, as it is a necessity in order to build an organization worthy of its customers' loyalty. Image by Nick [...]

There’s No Time Like the Present for Service

It's 9:00pm, you want to get into your new high tech bed and enjoy a night of blissful sleep.  But, alas, your new purchase isn't working properly and you can't troubleshoot it on your own, so you decide to turn to the company for help.  You then find that they don't staff customer service outside [...]

A Service Comparison

Customers patronize many different companies, some small, some large.  But customers do not differentiate between them when comparing their experiences as customers: every company is measured against the performance of all the rest.  This means it is especially important for us to not only compete against our marketplace competitors, because every industry is our competitor [...]

What to do When the Point of Service Fails

Another name for a customer service representative is simply: Fixer.  Our job centers around fixing customer problems.  Sometimes they are problems with the product, or the website, or a return.  But other times, they are problems customers have experienced at the point of sale or service.  It is our duty to handle these situations with [...]

Service Simplicity Doesn’t Beat Accuracy

When we asked about easily avoidable customer service frustrations, responses ran the gamut of experiences.  But one theme stood out overall: it is more valuable to be 100% accurate than it is to be 100% accommodating to our customers.  Consider Greatta's story for an illustration as to why. Gretta had ordered a large rug online.  [...]

Making Sure Your Service is Easy

Over the years, we've talked a lot about ensuring that it is easy for your customers to reach you and to interact with you.  From prominently displaying multiple channels through which to contact you on your website, to logical phone trees (or live operators), to clearly developed FAQ's that are easy to find on your [...]

Why Customers Expect Communication

"I just made a big purchase: a car.  The caveat was that they had to find one with my selected options, so it was a drawn out experience.  And while I was very excited about the final product, the process was really stressful because I never knew what was going on or when things should [...]