Whenever a customer encounters anyone from your business, what do they want to hear? In simplest terms, they want to hear “Yes”. If a customer has a need or a want, hearing “Yes” not only meets their immediate expectations, it also makes them feel special. Customizing the customer experience for the needs of each individual Keep Reading...
Before anything else, preparation is the key to success. --Alexander Graham Bell Summer has ended and fall is in the air. That means that the busiest time of year for customer service, the holiday season, is rapidly approaching. Is your team ready for the increased workload that’s soon to begin? Train [fusion_builder_container hundred_percent="yes" overflow="visible"][fusion_builder_row][fusion_builder_column type="1_1" Keep Reading...
Customer service is not that different than other areas of our lives: it's more fun when we are energized and feeling like our best selves. Our customers feel that energy and enjoyment from us and it becomes contagious, energizing them and making them feel happier for having interacted with us. But how do you keep Keep Reading...
When people are asked to list off industries from which they expect great customer service, car rental companies might not be on the shortlist. But the opportunities for excellent customer service abound and great customer service employees, like John Goodlett, know it. This summer, Coty Vincent was the victim of a traffic accident at the Keep Reading...
When cases come across our desks, they are not always issues that can be neatly wrapped up in one contact. But with repeatedly delaying resolution for these cases, how do we stay squarely in the positive view of our customers? It is quite simple: by being reliable. But what does dependability look like when we Keep Reading...
"It's the little details that are vital. Little things make big things happen." --John Wooden How often do we get sidetracked by the big things in customer service that we forget to pay attention to the little things? It is certainly important to hear and respond to what our customers contact us for assistance with, Keep Reading...
If our goal is to provide our customers with an excellent experience from the moment they come into contact with our company until the time they complete their transaction, we have to invest time and energy into seeing things from our customers' perspectives. Have you ever visited a new town and looked for a destination Keep Reading...
Have you ever contacted Customer Service and been connected with a representative that is too eager to help? If so, you'll know that having someone who is overzealous in their approach to help can backfire just as much as someone who is unmotivated to help. Lisa had a problem with a piece of electronics, so Keep Reading...
“Failure is only the opportunity to begin again, only this time more wisely.” - Henry Ford In our world of customer service, we are understandably focused on keeping our customers happy. We work tirelessly to create good policies, hire and train good employees, and treat our customers well. It's easy to perceive complaints from loyal Keep Reading...
"Tell me and I forget. Teach me and I remember. Involve me and I learn." --Benjamin Franklin In our line of work, we often began our jobs with a specific course of training. Over time, we've likely done occasional case study challenges to refresh how we want to be approaching cases. These are both valuable Keep Reading...
