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..
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..
Due to the rapidly changing world in which we live, customer expectations continue to shift dramatically. Find out the latest trends..
“The customer is always right!” Many businesses live by and preach this phrase. But is it true?
Shep Hyken reflects on some lessons learned from an encounter with a proactive customer service coordinator..
The whole notion of good old fashioned customer service seems to be disappearing quickly. Is it due to these customer service “styles”?
It happens all of the time. A customer makes some kind of special request. It’s not that it is all that special. It’s just not the norm. And, the first response from the employee is, “We can’t do that.”
A series of six simple, but effective strategies that will help organizations to keep customers coming back after even the worst has happened..
Based on a recent global survey and interviews with key industry players, these 10 principles show how companies can position themselves for future customer success..
No business likes to get complaints. However, we have to accept the fact that complaints will happen. Here’s a step by step guide to handling them well..
Creating self-improving customer service operations that drive long-term revenue through customer retention and repeat business..
In the quest to improve customer experience and loyalty, it’s helpful to consider the ‘cultural habits’ of successful service organizations..
A compilation of all-time favourite instances of good, bad and ugly customer service to help you learn the dos, and don’ts..
Loyalty has become a goal of many businesses. However, it is important that we define our goals correctly since they represent where and how we will direct our efforts..
If you’ve ever had the pleasure of dining at a Michelin-starred restaurant, then you will know that customer service is a major part of the experience. Here’s how it’s done..
Companies that truly want to grow need to focus on improving their relationships with customers and providing an experience that will get customers talking..
Are you rewarding your team only for speedy transactions, or are they also being rewarded for building relationships? Learn how the little things you say or don’t say can either help you keep or lose a customer..
On average, when people are asked to share their experiences, we find they share 20 negative experiences vs. 5 awesome experiences – this is the 20/5 rule of customer service..