Moments of Truth for Veterinary Practice Customer Service

Diederik Gelderman offers a framework for successful customer service in a veterinary practice.

Top 5 Ways of Dealing with an Angry Customer

By staying calm, you may be able to satisfy even an upset customer. Even if you don’t, you can maintain your professionalism.

25 Customer Service Buzzwords Everyone Should Know

Love them or loathe them, here are some of my favorite customer service buzzwords for you to use and enjoy.

20 Essential Customer Service Skills

At the heart of great customer service is the way we interact with our customers. It will come as no surprise to hear that we don’t always get those interactions right. In my opinion, what we need is a distinct skill set that can be applied consistently throughout the service industry.

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Do you ever stop to think about how much time people spend on the phone making calls to complain about bad customer service? A recent article in The Street pointed out that, on average, adults in the U.S. spend about 364 minutes every year placing calls to report complaints..

How Banks Can Improve Customer Loyalty with Big Data

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When a good customer suddenly becomes an ex-customer, the cries of dismay in many banks are loud: How could something like this happen? In most cases, there are warning signs – but the task of automatically spotting them so far been virtually impossible..

Research finds web best channel for retail customer service. Despite significant investment in digital channels, UK retailers are still only answering just over half (55%) of routine customer questions asked via the email, Twitter and web channels. According to the 2015 Eptica Multichannel Customer Experience Study email performance has worsened considerably in retail since 2014, [...]

Using Games to Create a Better Customer Experience

Read about the latest trend of customer service “gamification”.

Instilling a Customer Service Culture

Creating a culture of service within your organization is vital..

How To Analyze Customer Feedback

Customer feedback is the one thing that gives a business a clearer view of how it is doing. Learn how to analyze customer feedback in this article.

In the City of Fort Collins, the Recreation department has recognized that customer service is a top priority. The City of Fort Collins Recreation department has announced that it is on a mission “to provide world-class recreation services that inspire living healthy and engaged lives”. It says that is committed to improving all aspects of [...]

What Type of Complainer Are You?

TV Documentary Sheds Light on Nightmare Customers.

Poor Customer Support Can Actually Kill Sales

New Freshdesk survey shows 75% of respondents have personally ended relationships with a company due to poor customer support.

How Do Customers Want to Contact You?

It now seems that the preferred channel for customer service is email – the landline phone has seen a huge 53% decrease in popularity.

Should I Fire the Customer?

Is it ever appropriate for a business to “fire” a customer?

Focus on the Customer, Not the Money

Striving to take your business to the next level of success? Perhaps it’s time to refocus. Stop worrying so much about the sale, and just take care of the customer.

Is Web Chat Becoming the Customer Channel of Choice?

According to research by BT, ‘web chat is climbing the ladder of customer channel preference’ and rapidly contributing to customer satisfaction, employee productivity and cost-reduction for contact center operators.

The Value of Customer Loyalty

Customer acquisition and development is a costly business. In this article we look at the true value of customer loyalty.

How to Handle Client Complaints

“The Customer is Always Right” was once a standard policy . In these difficult times, can we turn back the clock?