Business owners, managers and representatives all know the importance of a broad, natural smile and welcoming words, even when we can’t see the person we’re communicating with. What many people don’t realize is how vital friendliness is to credibility in the customer service world. To put it another way, which of these scenarios would you Keep Reading...
Although we don’t know the true nature of customer service through the ages, based upon some historical inquiries, we can speculate as to the development of customer service from our distant past into the modern day and beyond.* Clan of the Cave Rep Before money, the only business human beings engaged in was trading goods Keep Reading...
It may sound like a bold statement coming from a grocery store chain, but regional retailer H-E-B has used fiscal smarts and an unyielding devotion to serving the customer to gain a lock on the Texas and Mexico comestibles market. To the rest of the country, HEB might sound more like “huh?” But in Texas, 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 Credit: Andrew Kubai Every now and then, even the most experienced rep comes across a situation which taxes our abilities as representatives of our companies and our skills as Keep Reading...
Sure, customer service may seem like a cushy job, but it has some very rough edges. Dealing with comments, questions, problems, and complaints on a day-to-day basis can take a psychological toll. A few common sense tips can keep your reps from burning out and passing the bad attitude on to your customers. Stress Management Keep Reading...
There is a certain subtlety to dealing with the intricate and sometimes intimate matters of business, especially customer support. Even as businesses have moved online, what we say, how we say it and how we back up our words becomes the backbone of our business. The Shadow of Our Words Since we can’t talk directly Keep Reading...
When something goes wrong, waiting for answers can be torture. We've all been there. Say your car breaks down on the highway. You call a tow truck and just sit there, waiting as valuable time evaporates in the exhaust-filled breeze. Eventually a big diesel truck latches onto your car, but by that time you're down Keep Reading...
You don’t want to hear those words when you’re taking your very first driver’s test. You don’t want to hear them when you’re presenting your thesis, getting a smog check or awaiting blood test results. And you sure as heck don’t want to hear them after calling a customer support line and requesting help. However, Keep Reading...
Those of us on the West Coast may not have ever ventured into a Publix Super Market. Located primarily in Florida and the South, Publix has ranked higher in customer satisfaction than all of its competitors (including such grocery store giants as Whole Foods and Kroger) for over a decade. Whether you’re pedaling books, technology, clothing Keep Reading...
We can keep saying it till our vocal chords collapse, but it’s exceedingly important that your customer support representatives are knowledgeable in the products and services with which they’ll be assisting customers. But extensive training, email templates and basic phone scripts aside, there’s another way to go about finding reps that will swoop in and Keep Reading...