Tag: market
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How to Provide Customer Service Via Email and Support Tickets
As new technologies have appeared, so have new avenues in which to provide customer service. Just fifteen years ago, there were two primary methods for handling customer experience issues: face-to-face and over the phone. Those two methods are still in use, but now customers can utilize chat and email and support tickets to get the…
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Closing the Conversation: Very Important to Customer Service
Photo by George Morina In the sales and customer service-oriented world, we hear a lot of talk about “closing conversation,”. It means “closing the sale,” the part in the transaction where we ask the customer to buy our product or service. However, it has another, lesser-known connotation: closing a conversation. This is a very important…
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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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Skills for Handling Customer Service Issues Via Email
Just fifteen years ago, most customer experience issues and troubleshooting were done either in person or over the phone, but now, thanks to the Internet, new avenues for customer service have opened up to businesses, and email is one of them. Handling customer service issues in any medium can be a challenge, but doing so…
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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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Enhancing Customer Service Through Empathy: Part Five
This is the last in a series of blog posts on empathy and how it relates to the customer experience. We’ve looked at many techniques, such as research, mystery shopping, visualizing the experience and keeping abreast of online comments. Now, let’s turn our attention to empathic language—which is just as common a topic in customer…
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Enhancing Customer Service Through Empathy: Part One
It seems like every single customer service blog stresses the importance of empathy in the customer experience. There’s a reason they do though—it’s a fantastic way to provide exemplary customer service on every occasion, as well as build strong relationships with your customers. This series of blog posts will examine different ways to use empathy…
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Empathy is Your Friend: See It Their Way
You don’t need to work in customer service for very long before you run into a customer complaint or issue. How you deal with these issues defines not only your businesses’ sales and bottom line, but its reputation as well. Numerous customer service experts and blogs, including this one, have said using empathy is one…
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Using Reciprocal Strategies When Providing Customer Service
We often hear that it’s the little things we do in business that go a long way to establishing a good customer experience. These little things can take the form of a hand-written “thank you” note sent with products via the mail, or sending a loyal customer a greeting card at a holiday. It’s all…