What happens when your frontline employees don’t seem to have customer service skills? Customer service is more than being polite and helpful. Service needs to begin the moment a customer steps foot in your business and carried throughout every interaction they have with your company. If you want to retain customers and build rapport, you […]
Not many blog posts deserve a sequel. But we received such a great reaction from Customer Service Is Cool that we decided to write a follow-up. Thanks for reading customer service professionals — prepare to be inspired! Why Customer Service is Cool While Googling around last week I discovered many sites dedicated to call center customer […]
What happens when your frontline support professionals don’t have great customer service skills? Customer service is more than being polite and helpful. Service needs to begin the first moment a customer contacts your business and be carried throughout every interaction they have with your company. If you want to retain customers and develop a great […]
There is a lot of buzz in the industry about US based companies creating new call centers in Georgia. After reading a couple articles I sat down and gave it some thought. Is it because many Georgia colleges offer customer service certificate programs? Or is it because the Georgia accent is so dang endearing? Perhaps […]
Reality TV never had much appeal to me until Undercover Boss came along. It is the only reality show about business and management and is therefore intriguing if you are interested in the workplace and creating exceptional customer experiences. Many of the episodes feature companies that are comprised of multiple departments that interact with customers. […]
Whether or not you believe that "the customer is always right", it's true that sometimes customers make unreasonable demands. So, what is the best way to deal with customers who make unreasonable demands? Start by using positive language, telling the customer what you can do for them, rather than what you can't. Avoid slang and […]
I'm sure by now most of you have seen the article, "Stop Trying to Delight Your Customers" in the July-August issue of the Harvard Business Review (pp. 116–122 if you read it the old-fashioned way). In the article, Dixon, et. al., report on their 3-year survey of more than 75,000 B2C and B2B customers about […]
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