Tag: management
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Generate Reports for Management of Interactive Troubleshooting Guides
To understand areas that may need improvement and popular topics among customers, generate reports about the use of your interactive troubleshooting guide. Continued management exists to ensure that every part of the customer support mechanism is operating to its fullest capacity. Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related…
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Using Positive Language During the Customer Experience
Rather we realize it or not, language is one of the most powerful factors in our lives. The way words are said, sentences phrased and tones used, can make all the difference in our message is received. You can be trying to communicate something positive, but due to poor word choice, it comes out sounding…
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Don’t Write off Phone-Based Customer Service and Support Yet
As this Zendesk article points out, phone-based customer experience support, especially for large companies, is in something of a mire right now, for a variety of reasons, be it a poor infrastructure or poor technological resources. They point out a fact that may appear to be a contradiction at first, and that’s that many customers…
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The Basics of Having A Customer Loyalty Program
It seems as if every business, from major big-box retailers on down to mom-and-pop ice cream parlors, have some sort of customer loyalty program. These programs can take many forms. It can be a card swiped at the register at the time of purchase that gives a discount. It can be a “buy 10 cones…
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Using The Reporter’s Questions in Customer Service
Have you heard of the “reporter’s questions?” If you took a journalism course in high school or college, or any kind of writing class for that matter, you probably did. If you didn’t, or need a refresher, here they are: who, what, when, where and how? What you may not know is you can use…
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How to Use Positive Language in Customer Service
You probably have some inkling of this concept, but language, and words, are very powerful things. The way we say a particular phrase to someone can make all the difference in how it is received. Simply changing one word can mean someone becomes angry, or someone becomes happy. In the customer service arena, how can…
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Don’t Be Afraid to Say You’re Sorry
No business is perfect, and mistakes will be made. It’s how you handle those mistakes that will define you as a business. After all, there’s a good reason many customer service experts state that you can easily create a customer for life based on how you handle a customer’s complaint. In my experience, empathy has…
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You’ve Heard of CRM —But What Is It?
When it comes to customer service and the customer experience, it seems as if there’s a veritable alphabet soup of acronyms floating around, and one that comes up often is CRM—but what exactly is it? And how can you incorporate it into your business model? This post will provide a general overview of CRM, and…
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Handling the Customer Experience on Social Media: Twitter
Since the internet began, people ranging from everyday Joes to celebrities, shared their thoughts and feelings through various blogging sites, such as Blogspot, Live Journal and Diary Land. Then came Twitter, and changed the blogging game forever. In the past, blog posts could actually be mini dissertations, but Twitter forces you to say what you…
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Some Empathic Words For Good Customer Service
There are two common themes that I’ve learned about good customer service. The first is the importance of positive language. It goes beyond “yes sir/mam” or “no sir/mam.” It means taking negative words and spinning them positively. The second aspect I’ve learned is crucial for a good customer experience is empathy, or understanding a customer’s…