The following story tells how a customer service experience went from funny to sad in less than 24 hours..

Please and Thank You might not earn you a complaint – but it won’t have customers storing an emotional memory that you’re service was exceptional either.

Customer relationship management tools abound, yet let’s hear it for old technology. Your voice is the most multifaceted customer service tool in your toolkit..

It finally hit me this week what every single client, customer, person and patron truly wants – and it’s not what we’re giving them..

How to Keep Customers

Maybe the customer isn’t always right, but if you want to keep them, make sure they like you..

Are You Being Dead Right?

There are times in our lives – both at work and at home – when our actions may have been justified, but an alternative approach may have been a far better choice..

American Airlines Enhance Customer Experience

NICE SmartCenter suite helps American Airlines respond quickly..

Customer Service Cartoons

Need a fun, new idea for your team? How about using customer service cartoons? There can be no better way to put across your message than with a dash of humor. Customer service cartoons can do this job nicely, providing a visual message that your customer service team will take away, remember and most importantly, [...]

What is Customer Satisfaction?

Customer satisfaction is a term generally used to to measure a customer’s perception of a company’s products and services. It’s not a straight forward science however, as customer satisfaction will vary from person to person, depending on a whole host of variables which may be both psychological and physical. The challenge for companies in recent [...]

CRM – An Essential Overview

Are you looking for a brief overview of Customer Relationship Management and CRM Software? You’re in the right place..

How to Keep a Customer Even When They Are Wrong

Charlotte Sorrentino believes the customer is not always right. Find out what can be done about it..

Getting your customer to yes is not always easy. Here are some “trigger tips” to help you on your way.

Good Customer Service

A good customer service strategy is essential to maintain customer loyalty and retention. In this article you will learn how to achieve good customer service..

Communicating with Customer Focus

What you say as a Customer Service Professional is key to increasing customer satisfaction. This article focuses on what you should say..

Hard Skills, Soft Skills

Call centres, contact centres, help desks, etc., not all are bad. Likewise, not all are good..

What is Customer Service Software?

Customer service software enables an organization to manage and track customer relationships and provide customer support. Learn more in this article..

When it comes to setting out on your quest to find a job as a Customer Service Manager, it pays to construct a professional looking resume. Not only will a good resume capture your skills and experience on paper for your prospective employer to consider; it will give you a real confidence boost by reminding [...]

Customer Service Improvements Result in Increased Satisfaction. IRIS Accountancy Practice Solutions (APS) today announced that the results of its new customer satisfaction survey saw a 60 percent improvement in 2009. The company’s Net Promoter Score (NPS), an internationally recognised methodology that measures customer satisfaction and company performance, leapt from 29 points in April 2009 to [...]

Airline Staff Get Bonus for Helping Customers

American Airlines pay USD 150 performance bonus..