An organization, no matter how well designed, is only as good as the people who live and work in it." -Dee Hock We’ve spoken a lot about extraordinary examples of customer service that make the news, but it’s as important (if not more so) to celebrate the daily occurrences of service done right. When a Keep Reading...
You don’t need much of an imagination to put together a worst-case customer service scenario. Say a consumer is emailing your rep about a lapse in service. Something went wrong, maybe not horribly wrong, but wrong to the point of irritating your customer. Already cranky, the customer shoots off a message to your representative. All 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...
Sure, Miss Cleo could always tell who was a Libra and who was pregnant just by talking to them on the phone, and that guy on America’s Got Talent knew what each judge was drawing even while blindfolded, but your customers aren’t mind readers. Contrary to popular belief, they haven’t taken time out of their Keep Reading...
Few things instill fear and dread more in people than having to contact their credit card company’s customer service department. Whether it’s a billing issue, a lost card or an impending cancellation, many customers procrastinate initiating the inevitably unpleasant conversation that follows. However, one company has completely revamped its customer service program, and what used Keep Reading...
One of the best ways to both create a positive experience for your customers and provide them with exceptional support is to study real-world examples of business leaders who made customers their priority. There’s nothing wrong with modeling your own company and customer support department after one that has seen a great deal of success. Keep Reading...
It can be easy to forget yourself when you’re the big kahuna of the office, but no matter how big your paycheck is, you’ve got to set a good example for those who work for you to keep your business afloat. Head honcho status aside, always remember that customer support begins with you, and your Keep Reading...
Recently, there have been a lot of companies under fire because of immature or burned-out employees insulting their customers. I'm sure you've heard some of the stories and they're really not worth repeating. When you're in front of a computer or a telephone, you're in the position of power, but as Peter Parker's uncle once said, Keep Reading...
When you’re managing an online help desk, it can sometimes feel like you’re a broken record, especially if your company has strict language that you must use when responding to customers, a la “Thank you for contacting 1-800-Support-a-Customer. We appreciate your business…” But no matter how tedious writing customer support responses becomes, there’s one thing Keep Reading...
If you’ve got a heavy volume of emails flowing in from customers, or if your customer support representative has several duties to manage during the day, then creating email templates to use in FuseDesk from within Infusionsoft is the best way to save time and streamline your customer support for consistency. The Basics Your basic Keep Reading...