Category: CRM
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Active Customer Support by Going Social CRM
When your company has a goal of globalization, social CRM becomes an integral part of customer support. Every business invests a lot in their marketing strategy locally with a goal for expansion. This becomes an ongoing investment and to protect it your reputation must be spic and span clean. A certain budget must therefore goes…
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Knowing What Customers Say through Social CRM
The use of social media is alarming especially for businesses that have not yet discovered how these free platforms can do for their business. If this sounds like you, it is time that you should use start using social CRM. Social CRM lets you to monitor what customers say about you on a global level.…
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Going Above and Beyond for Your Customers
You can probably think of numerous occasions where you received good customer service, but how often have you received exceptional customer service? We are talking service that went above and beyond what you were expecting? I’m banking the answer is: “not that often.” And you would be right—we rarely ever do receive those kind of…
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Motivating Your Employees to Provide Good Customer Service
You’re passionate about delivering excellent customer service, and you strive to do so everyday. Yet, some of your employees may not be on board with this mission, for whatever reason. They may not have the tools necessary to provide sterling customer service, or they may flat out not care. How do you handle these situations?…
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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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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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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…