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..
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..
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..
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..
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..
Myra Golden shares 7 questions you must ask when interviewing prospective customer service employees..
Following a poor customer service experience with his bank, Shep Hyken discusses the importance of customer confidence..
Few companies deliver ‘Moments of Magnificence’ to their customers. It shouldn’t be that way. It doesn’t have to be that way..
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..
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..
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..
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..
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..
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..
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..
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..
By combining great CRM and contact centre infrastructure together, smart things can be done to enhance the customer experience. Colin Hay explains..
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..
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..