Fix Your Processes to Avoid Moments of Misery

Fix Your Processes to Avoid Moments of Misery thumbnail

How many processes in your business can, because of human error, cause a Moment of Misery? Shep Hyken explores how some customer complaints can be avoided by making common-sense changes..

3 Steps to Sustainable Customer Service Performance

3 Steps to Sustainable Customer Service Performance thumbnail

Customer service is not just about how a representative reacts to an individual customer; it’s about how a company as a whole reacts to its customers on a long term, sustainable basis..

Big Candy Customer Service: What’s Your Hook?

Big Candy Customer Service: What’s Your Hook? thumbnail

I love when great hotels offer nice amenities. Some include a newspaper in the morning, complimentary bottles of water, a piece of chocolate on the nightstand—you get the idea..

Top 10 Worst Things to Say to Angry Customers

Top 10 Worst Things to Say to Angry Customers thumbnail

You may have great products but you can still have customer service problems caused by equipment failures or human error. While you can’t control external events, you can control what you say to upset customers..

Why a Satisfied Customer May Be Worse Than an Unsatisfied Customer thumbnail

How are you tracking customer satisfaction levels with your customers? Are you asking whether they are satisfied? If so, you are probably not getting a true answer..

7 Customer Service Interview Questions You Need to Ask thumbnail

Myra Golden shares 7 questions you must ask when interviewing prospective customer service employees..

Lose the Customer’s Confidence and You Lose the Customer thumbnail

Following a poor customer service experience with his bank, Shep Hyken discusses the importance of customer confidence..

How to Deliver Moments of Magnificence to Your Customers

How to Deliver Moments of Magnificence to Your Customers thumbnail

Few companies deliver ‘Moments of Magnificence’ to their customers. It shouldn’t be that way. It doesn’t have to be that way..

What’s Your NPS? A Quick Guide to the Net Promoter Score thumbnail

Analysis shows companies that achieve long-term profitable growth have Net Promoter Scores two times higher than the average company. Learn more about the NPS system in this quick guide..

8 Simple Ideas to Improve Customer Satisfaction

8 Simple Ideas to Improve Customer Satisfaction thumbnail

As operational complexity takes its toll on the service industry, it’s important we keep our focus on the customer. Ron Kaufman offers 8 ideas to achieve customer satisfaction by keeping it simple..

How Brands Can Build Customer Trust of Chatbots: Make Them Smarter thumbnail

When it comes to customer service chatbots, today’s online shoppers have trust issues. Lior Bachar shares his ideas on how to build that trust by making chatbots smarter..

15 Ways to Conduct Successful Customer Focus Groups

15 Ways to Conduct Successful Customer Focus Groups thumbnail

With prior planning focus groups can provide valuable information for your business. Here are 15 important points to help you make your next customer focus group a success..

How to Be a Great Customer Service Representative

How to Be a Great Customer Service Representative thumbnail

If you want to become a great CSR, you’ll have to focus on a few essentials. Here are some of the most important skills you need to succeed..

Why Blaming Your Frontline Will Never Lead to Service Quality thumbnail

Successful companies are those that stop putting all the blame on employees and work to enhance frontline processes and tools—fixing the processes that cause the problems..

3 Words You Never Want Your Customers to Say

3 Words You Never Want Your Customers to Say thumbnail

In the world of customers service, there are three little words you never want your customers to say. Dr. Dennis Rosen reveals what they are and how you can avoid them..

Proven Strategies That Build Customer Loyalty

Proven Strategies That Build Customer Loyalty thumbnail

Many organizations struggle to find ways in which they can build customer loyalty and reduce customer churn. In this article, Bob Lucas offers some proven ways to create loyal customers..

Why CRM is Essential for Effective Contact Centre Engagement thumbnail

By combining great CRM and contact centre infrastructure together, smart things can be done to enhance the customer experience. Colin Hay explains..

Give the Gift of Presence: How to Improve Trust with Your Customers thumbnail

Trust is an absolutely essential part of customer service, as well as business in general. Here are some ways to create trust by choosing to be fully present when communicating with customers..

4 Ways Leadership Can Build a Superior Service Culture

4 Ways Leadership Can Build a Superior Service Culture thumbnail

Building and sustaining a superior service culture needs the support of committed service leaders and aligned leadership teams. Leaders must set a clear vision, inspire dedicated action, provide effective education, and cultivate a conducive environment..