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The Meaning of Multitasking in Customer Service
“Putting the customer at the heart of the business means that every procedure, process, and system keeps the customer in mind.” – Shep Hyken With so many customers, and their increasing demands it is not surprising that multitasking in customer service is becoming a norm and an essential requirement. We believe that multitasking has always…
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Making Holiday Shoppers, Customers Forever
“Customer Service is everything and anything that touches a customer – directly or indirectly. Customer service means servicing customers and it’s so much more than just solving problems or addressing complaints. Customer service is part of a holistic customer experience that is capable of providing a critical competitive advantage in today’s increasingly cluttered and commoditized…
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Service for Customers with Special Needs
[et_pb_section admin_label=”section”] [et_pb_row admin_label=”row”] [et_pb_column type=”4_4″][et_pb_text admin_label=”Text”] Photo by Mikhail Nilov “Also note that invariably when we design something that can be used by those with disabilities, we often make it better for everyone” – Donald Norman Within the customer service realm, the one thing that stands out is that all customers are to be…
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Maintaining Customer Privacy
“Privacy is not just a compliance issue for the legal department. It should be a priority for everyone. You have to translate privacy into a customer issue because this is really becoming the holy grail of doing business for everyone in an on-line world”. – Larry Ponemon The quote is apt and clearly describes why…
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Building Robust Customer Engagement
“Offered by company, chosen by customer. That’s incredible customer engagement.” – Paul Greenberg Building robust customer engagement is vital to the success of any business, and is quintessential for retaining customers long-term. We know that customers begin to add profitability to a company only after some time of being associated with a company, and hence…
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Using Customer Service to Foster Growth
“There are many who subscribe to the convention that service is a business cost, but our data demonstrates that superior service is an investment that can help drive business growth. Investing in quality talent, and ensuring they have the skills, training and tools that enable them to empathize and actively listen to customers are central…
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Importance of Closing Customer Feedback Loop
“Get a feedback loop and listen to it…When people give you feedback, cherish it and use it.” – Randy Pausch We know for sure that customer feedback is essential and companies know it too, which is why they use various methods and formulate strategies to gather as much information and insights from their customers. Despite…
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Understanding the Complexity of Cross Channel Service
“Supporting customers through multiple channels is no longer an option for financial services organizations; it’s a necessity.” – Sonny Singh There is no doubt that customers expect companies to serve them in the way that customers want. While it may seem easier to stay connected now, given the number of communication channels, the truth is that…
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There are Types of Customer Service
“Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has the customer expectation. In our case, that our service meets and exceeds the expectation of our clients through what we do, say, and portray in our day to day…
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Building Brand Admiration in Customers
“People do not buy goods and services. They buy relations, stories, and magic.” – Seth Godin The quote above states lucidly what building brand admiration is all about and why companies must focus on this activity. With so many brands and companies mushrooming all around, it creating admiration for one’s brand has become even more…
