We’ve talked in the past about metrics for satisfaction and what to do with them, but while we can all agree that the value of that data is far-reaching, there is also tremendous value in exploring things that are not quantifiable measurements of our customer service successes and failures. Inviting a more organic, open-ended conversation Keep Reading...
Have you ever had a customer that can't seem to stop apologizing? Whether this is due to true embarrassment or a desire to not seem an inconvenience is not as important as how we handle these cases. Our job is to help our customers relax and feel comfortable. Here are some easy ways to do Keep Reading...
Customer service can grind us down as we go through case after case. However, we do not have the luxury of allowing ourselves to be any less fresh or positive for one customer than another. But what can we actively do to ensure that we can brush off the tough cases and maintain our positive Keep Reading...
The age old adage of "the customer is always right" is thrown around a lot in conversations about how to provide great service, but what does it mean in reality? What are concrete ways to show a customer that she's always right? Tiffany recently switched telecommunications providers. She made the move from a big, national Keep Reading...
[fusion_builder_container hundred_percent="yes" overflow="visible"][fusion_builder_row][fusion_builder_column type="1_1" background_position="left top" background_color="" border_size="" border_color="" border_style="solid" spacing="yes" background_image="" background_repeat="no-repeat" padding="" margin_top="0px" margin_bottom="0px" class="" id="" animation_type="" animation_speed="0.3" animation_direction="left" hide_on_mobile="no" center_content="no" min_height="none"] Photo by NYPhotographic A chill may be in the air, but sales are about to heat up as the holiday season explodes at the start of November. Everyone in customer Keep Reading...
There are certainly a good number of cases that come through customer service because customers' errors have created problems for them or another company has dropped the ball, leaving them in a bind. They then reach out to us, hoping that something can be done in order to fix the situation. While not every case Keep Reading...
Reading inspiring customer service stories are an excellent way to focus our efforts on wowing our customers and remind us to connect with them whenever possible. Here are three such stories. The first involves a customer by the name of Kelly Kinkel. She had purchased a coat from online retailer, Zulily. However, when it arrived, Keep Reading...
Have you ever browsed a catalog or a website and had a basic, maybe frivolous question about an item? Did you call customer service for assistance or did you try to come up with the answer on your own? Chances are, you did the latter, and your customers may be as well. But being a 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...
[fusion_builder_container hundred_percent="yes" overflow="visible"][fusion_builder_row][fusion_builder_column type="1_1" background_position="left top" background_color="" border_size="" border_color="" border_style="solid" spacing="yes" background_image="" background_repeat="no-repeat" padding="" margin_top="0px" margin_bottom="0px" class="" id="" animation_type="" animation_speed="0.3" animation_direction="left" hide_on_mobile="no" center_content="no" min_height="none"] Photo courtesy of Vaikoovery Have you had this happen to you? You call a company with a need to have a problem rectified. You roll the dice and Representative X takes Keep Reading...
