What Every Customer Service Representative Should Know About Helping Customers
DECEMBER 14, 2016
Being a customer service representative is a huge responsibility. When working in customer service, you are the face of a company. I’ve round up a couple of tips and best practices customer service representative should know when working in support or sales.
How to Be a Great Customer Service Representative
MARCH 24, 2017
Being awesome at customer service is all about having the needed skills and personal characteristics. Some think that communication skills are most important for customer service professionals but this isn’t the case. Understand Your Product or Service.
Treat Customer Service Representatives Like Customers
MARCH 30, 2017
Every company has a team of customer service representatives who come to work every day and field customer calls. Their primary role is to speak with customers, giving them valuable insights into how your products are being used. Customer Service Call Center
These Are the Interview Questions You Need to be Asking Customer Service Representatives
DECEMBER 6, 2016
There was a time when customer service departments/jobs were solely reactive. But increased competition and higher expectations from customers have led companies to require customer service professionals to take on a more proactive role. Customer Service .
What it takes to succeed as a customer service representative
AUGUST 3, 2011
The best customer service representatives focus on people. For anyone considering a career in customer service, one must initially be able to handle stress, handle pressure, maintain friendly interactions with customers, and follow through on tasks.
Lose the Customer’s Confidence and You Lose the Customer
APRIL 12, 2017
Once the customer service representative came on the call, Cindy briefly described the problem. What do you think happened when the new customer service rep came on? Shattered customer confidence. My wife and I were on the phone with our bank.
Customer service representatives are heroes too
FEBRUARY 17, 2011
On January 21, a customer service agent for 39DollarGlasses.com has been lauded as a hero after some quick thinking. Customer service representative Donna Petrosini was speaking with Karen Ford, a customer since 2008, when Ford began to slur her words and dropped the phone.
When a customer service representative is limited to talk time
SEPTEMBER 21, 2011
Many of her friends and customers who I work with have had positive results modifying their loans; the process although at times frustrating and record intensive has helped many families remain in their homes with a more affordable monthly payment.
2016 Customer Service Trends: The Rise of Service Talent
JANUARY 4, 2016
“If you wonder what getting and keeping the right employees has to do with getting and keeping the right customers, the answer is everything.” – Fred Reichheld, Author, Business Strategist. Understand the shortcomings of the current service workforce.
Why Must I Repeat Myself Again and Again?
AUGUST 31, 2016
Customer Support. Have you ever called a company’s phone support number, talk to their customer service rep, have that rep transfer you to another person, only to have to repeat the story all over again? Why did she ask for my account or customer number?
Customer Service Employees are Among the Least Engaged: What’s One Way to Change That?
SEPTEMBER 4, 2015
The 2015 Employee Engagement Trends Report shows customer service employees are among the least engaged, falling behind human resources, sales, marketing, engineering, R & D, operations, finance and IT (in that order) when it comes to on-the-job engagement.
Guest Blog: The Power of Training in Customer Service
JUNE 17, 2016
This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. Brainstorming better ways to say “no” to a customer complaint.
Create a training plan that helps customer service representatives succeed
JUNE 29, 2011
Front-line customer service representatives impact our everyday lives. Why then, are service people often treated as among the lowest paid in many organizations? Be watchful of social media, however Twitter isn’t really the way to solve customer service issues.
You Can NEVER Do Customer Service without Doing Sales
Win the Customer
APRIL 27, 2015
Have you ever called to speak to a customer service representative who didn’t listen to your problem? Did it sound like the customer support person was reading answers off a page and wouldn’t let you get a word in edgewise? Call Center Customer Service
Building a Culture of Customer Care Isn’t Easy
APRIL 11, 2017
She will guide you through why customer care is so important and how teams can feel empowered to help their customers. You love doing everything that you can for your customers. Customers can make crazy requests. But, it’s the first step in helping your customer.
‘Your Call is Important to Us.’ Seriously?
SEPTEMBER 29, 2015
Yep, 16 minutes of my life until someone answered my phone call to the customer service line. Do you think it is reasonable to wait 16 minutes to get a customer service representative to answer and provide some online help Sixteen minutes! Seriously.
10 Warning Signs That Your Customer Service Sucks
AUGUST 24, 2016
We all want our customers to be happy with our products and services. As much as we want to assure the total satisfaction of each and every one of our customers, unfortunately, this is a practical impossibility. The problem might be with the quality of your product/service.
The Words to Avoid in Live Chat Communication
OCTOBER 12, 2016
While communicating with customers over live chat there is always a risk to spoil the impression of the conversation by writing something inappropriate. Quite often customer service representatives over-estimate customer knowledge about their products or services.
Evolving Customer Service to the Next Level in 2017
JANUARY 4, 2017
The evolution of the self-serve customer service solution isn’t exactly headline news as we enter this new year. We all know that many, if not most, consumers today prefer to avoid interacting with a live customer service representative if a self-serve option is available.
How Self-Service Support Improves Customer Experience
FEBRUARY 17, 2017
Customer service has always been a topic for people all over the world. It’s either you’ve read a viral excellent customer service you want to experience yourself or a bad customer service you want to avoid. Customers favor knowledge bases at 91%.
How to help call center representatives improve customer service
APRIL 15, 2014
Centralized call centers receive and transmit an enormous volume of telephone requests daily, with the purpose of collecting and handling information, ranging from product inquiries, questions about transactions, and customer service.
10 Ways to Prevent Customer Service Agent Burnout
OCTOBER 21, 2015
How to Prevent Customer Service Agent Burnout. I wish I knew it before, when I just started my career as a customer service representative. Burnout is a widespread issue in customer service today. Articles burnout in customer service job burnout
Customer service journey map can lead to instant gratification
JANUARY 6, 2016
How’s this for a customer service strategy: Instant Gratification. During the customer experience there are multiple touch points, or moments of interaction with the company’s employees, website or product. How can you provide Instant Gratification for the customer?
Social CRM: An Idea Whose Time has Come?
MAY 28, 2012
Thanks for chiming in on Customers Rock!, That’s the perspective many customer service experts have had toward social media-based customer service, or social CRM. But to a marketer that pristine forest of social media represents opportunity to be harvested.
Multichannel + Escalation Management = Omnichannel
FEBRUARY 23, 2016
Unlike multichannel service, omnichannel customer service considers the entire customer journey, and manages the escalations and transitions between channels and customer service representatives that sometimes need to occur to successfully resolve a customer issue.
The Subtle Differences Between Customer Support and Customer Service
DECEMBER 22, 2016
The term ‘customer service’ evokes nostalgia for sales clerks in long aprons in country town emporiums. Some see it as the old-fashioned version of customer support. Many people can’t distinguish between terms ‘customer support’ and ‘customer service’.
Customer Service Satisfaction across the Globe
JANUARY 16, 2017
The first thing that comes to mind when you hear the words “customer service” is something bad because social media has made itself a portal for rants and feedback to bad customer service. This is where customer service satisfaction comes in.
The Best Advice I’ve Ever Heard For Getting Customer Service Reps to Convey Empathy
AUGUST 25, 2016
Two years ago I was working with a company to help their customer service representatives convey empathy to customers. The intended outcome of the training was for employees to speak to customers with care, concern and compassion.
6 Useful Examples of Apology Letters to Customers
JANUARY 19, 2017
According to Ruby Newell-Legner’s book, Understanding Customers, “It takes 12 positive experiences to make up for one unresolved negative experience”. When our customers are unsatisfied with an interaction with or a purchase from our company, the best thing that we can do is apologize to them.
Customer service: what not to do when you don’t know
JULY 15, 2016
She called again and spoke to another representative who offered a completely different answer. So she called a third time and reached a knowledgeable customer service support person who was able to explain how to handle the situation in terms that made complete sense. .
Service Untitled» Blog Archive » Working on customer service skills
AUGUST 5, 2010
Service Untitled The blog about customer service and the customer service experience. The second customer is a young, good-looking man dressed in an expensive business suit and says, “Excuse me, but I need to get into my safe deposit box immediately.
Delivering Powerful Customer Service!
Wired and Dangerous
OCTOBER 24, 2016
Customers have changed! Research shows their expectations for customer service have increased 60% in the last 12 months. And 76% of customers say that the level of customer service you provide is the true test of how much your organization values them!
9 Ways Millennials Have Transformed Contact Center Customer Experience
DECEMBER 8, 2016
Years before this generation’s full influence will be felt, however, millennial preferences have already changed how contact centers think about customer experience. Read on to learn the 9 things that millennials are expecting from the organizations they buy from and interact with, and how you can adjust your contact center to exceed their customer experience expectations. 68% of Millennials have higher expectations for customer service today than just a year ago.
20 Customer Service Training Ideas and Activities for Busy Teams
JUNE 16, 2016
This activity is adapted from 10 Customer Service Activities To Supercharge Your Team. The concept of an attitude anchor is an activity or thing that helps you maintain the awesome attitude you need in order to be effective in customer service. Write Customer Letters.
5 Easy Steps to Top-Notch Customer Service
DECEMBER 30, 2016
You can’t just pay lip service to the idea of improving your customer service—you have to take dedicated action to do it right. Here are five easy ways to help you create top-notch customer service. Make customer service everyone’s focus.
6 Things Every CEO Should Know about Customer Service
JUNE 26, 2015
Sometimes an investment or a culture change supporting customer service is a hard sell to the CEO and the C-suite. So to help make the case, here are six things every CEO should know about the importance of customer service: 1. Let’s face it.
10 Factors that Negatively Affect your Customer Service Quality
FEBRUARY 28, 2017
Customer Service Quality. Almost all businesses strive to offer superior customers service. There are certain factors that negatively affect customer service quality and do not allow companies to reward their customers with exceptional customer service.