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Noticing What They Need

"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...

Correcting Course: Saving Cases That Are Going Sideways

"That is why, no matter how desperate the predicament is, I am always very much in earnest about clutching my cane, straightening my derby hat and fixing my tie, even though I have just landed on my head." - Charlie Chaplin [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="" Keep Reading...

Not Just a Sweater

As we go through life, we inevitably talk with a lot of people and hear snippets of their life stories. When you work in customer service, you hear these stories as a part of your job, but also tend to be “one of those people that people just start telling their life stories to while Keep Reading...

How a Glass Repairman Made a Difference

When we remember to connect with our customers on a human level and seek to assist them as though they were a friend or neighbor, we are driven to do extraordinary things for them. When our customers receive extraordinary care and help, our interactions with them move beyond mere transactions for goods or services and Keep Reading...

3 Ways to Create Evangelical Customers

Evangelical customers are the goal of every company.  Why?  Because they have built such a positive relationship with a company and fostered such love for it, that they proclaim its virtues to anyone who will listen.  Evangelical customers become your best and strongest sales force, and they do so without expectation of compensation.  So how Keep Reading...

Friendliness Is Credibility

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...

Turning Customer Service Nightmares into Dreams

[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...