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Handling Customer Issues and Complaints Via Social Media
Saying there has been an explosion in the use of social media over the past five years is a gross understatement. It seems as if everyone is on some social media platform, be it Facebook, Twitter, LinkedIn or Google Plus, to name a few. Many businesses have moved to the social media sphere, and it…
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Facing the Inevitable: Telling a Customer “No.”
We work in the customer service field, and strive to provide excellent customer service all the time. We are successful at this most of the time, and rarely ever do we have to tell a customer “no.” Yet, it’s inevitable that eventually we will have to—so when the time comes, how do we go about…
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How Does the SAVE Method Work in Customer Service?
In a previous post, I mentioned the tried and true 4 Ps of marketing: Product, Place, Promotion and Price, and how they’ve helped form the foundation for customer service for many years. Yet as I was touching up my knowledge of the 4 Ps, I began to run across a new method, one more geared…
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Techniques That Contribute to Customer Satisfaction
Great customer satisfaction is characterized by fewer complaints, more word of mouth and putting a smile on customers face. Being able to ensure your customer leaves your premise happy is the biggest challenge you need to go for to become successful. A customer will only approach a shop whose customer care team knows what they…
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The Four P’s: Are They Still Relevant?
Those of us who have worked in the customer experience field for any great length of time have heard of the “4 Ps of Marketing.” These P’s include: product, place, price and promotion, and have guided customer service for decades. Let’s take a look at each. Product is simple: it describes what you’re selling. On a…
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Great Tips for Curing Bad Customer Service
One most single aspect that contributes to a successful business is good customer care. But currently this important aspect has been ignored which has led to a longer customer service dissatisfaction list. Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service. As if it is…
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How To Use CRM to Grow Your Business
The establishment of a CRM system has become the popular trend among businesses today. Entrepreneurs have seen CRM as one technique that can be used to grow a business. Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service. It is a tool that has enabled entrepreneurs…
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Using Empathy in Really Hostile Customer Service Situations
In previous articles, I’ve looked at using empathy as a tool in handling both routine and awkward customer service situations. Yet, as anyone working in this field knows, extremely angry and hostile customers come with the customer experience. We hear horror stories of employees reduced to the point of tears over a mean-spirited complaint, so…
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Using Empathy in an Awkward Customer Service Situation
I’ve often spoken highly of empathy as a valuable tool for enhancing the customer experience. It allows you to get inside the customer’s head, see things from their perspective and offer them a great customer service experience. But what about when we’re faced with a truly awkward customer service situation? How can empathy help us…
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Common Mistakes When Dealing With Customer Complaints
Attaining top-notch customer satisfaction is very challenging. Are you in a customer care team that rarely receives complaints from your customers? Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service. If so do you think that this is a good indicator to your customer care team?…
