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Online Customer Complaints
Customers are invaluable to a business and it stands to reason that what they say about your company and the brand would either serve to spell success or doom your company to failure. Handling of these comments is vital and even more so customer complaints. Left unattended or unresolved, customer complaints prove to be excruciatingly…
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Customer Service Managers must Resolve Conflicts in teams
“The more we run from conflict, / The more it masters us; / The more we try to avoid it, / The more it controls us; / The less we fear conflict, / The less it confuses us; / The less we deny our differences, / The less they divide us” – David Augsburger The…
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Etiquette in Customer Service Interactions
Photo by Mikhail Nilov The dictionary describes etiquette as “the customary code of polite behavior in society or among members of a particular profession or group.” What is etiquette in customer service? Etiquette in customer service is conduct that is acceptable to customers. It is a behavior that encompasses the expectations customers have when doing business…
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Benchmarking customer service
“It starts with respect. If you respect the customer as a human being, and truly honor their right to be treated fairly and honestly, everything else is much easier.” – Doug Smith In the current market scenario, both customers and companies have access to information – constantly. For companies it means that they are able…
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Sharing Customer Feedback
Transparency breeds trust, both in the minds of customers and employees. Transparency is not subjective and must be practiced actively by companies to maintain that trust. So why does it unnerve senior leadership in companies to openly share customer feedback? Since feedback from customers is actively sought it should be a means to improve the…
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Transparency in customer relations
“The keys to brand success are self-definition, transparency, authenticity and accountability”. – Simon Mainwaring Building trust is extremely important for the sustenance of any relationship. Trust is built through honesty and keeping promises. This amounts to transparency. So also with customers – who are the reason companies are around and without whom there would be…
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Incentive Schemes for Call Centre Employees
Customer service employees have a high stress job and it is an area that is known to have the highest attrition. Incessant ringing of phones, queued up calls and queries, screaming customers and the likes is part of the daily routine of a call center employee. It is no wonder then that just providing them…
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Motivating Customer Service Staff
“Motivation is everything. You can do the work of two people, but you can’t be two people. Instead, you have to inspire the next guy down the line and get him to inspire his people.” – Lee Iacocca Almost all customer service staff deal with many challenging and overwhelming customer situations and this is a…
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Understand your customers through Active Listening
“So when you are listening to somebody, completely, attentively, then you are listening not only to the words, but also to the feeling of what is being conveyed, to the whole of it, not part of it”. – Jiddu Krishnamurti Active Listening as mentioned in the quote is the key to getting customer service right…
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‘Knowing’ Big Data to deliver great customer experience
New companies are springing up round every corner and are using better technology to further their business. This is resulting in to additional and massive volumes of data for all possible aspects. More companies, translates to more customers and that in turn means additional data and scores of information about them. The sum of all…
