Category: CRM
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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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Spinning a Negative Situation With Positive Language
Rather you realize it just yet or not, how you tell a customer something can mean all the difference in obtaining a sale or a lead. If you use overtly negative word choice and language, then you run the risk of alienating the customer, and losing a sale. Using more positive language and word choice,…
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Customer Service: Sometimes It’s OK to Not Know
When dealing with customers, it’s crucial to know as much about your product or service as possible. This allows you to answer customer questions as they arise, as well as handle complaints and issues. Sometimes, however, we don’t know everything about what we’re selling—and that’s OK. If we are new to a job, or a…
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Lines of Communication for Providing Good Customer Service
Sometimes it feels like navigating a company or organization’s customer service system can be downright frustrating. Businesses can be slow to respond, if they do at all, and when they do get back to you, it’s as if they don’t even care. We’ve all dealt with this before at some point, and we’ve all wondered…
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Giving Your Customers A Little Something Extra
A little while back, I stopped in a fast-food restaurant and ordered a meal. Turns out there was going to be a small wait on some part of the meal. Even though it wasn’t a long wait, and I told the employees it was no big deal, they nevertheless gave me a small drink for…
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Features of CRM System that can Enhance Customer Support
Customer support has radically changed through time and satisfaction depends entirely on the implemented systems such as CRM or Customer Relationship Management. CRM is regarded by experts as the single most efficient technique in building relationships and retaining customers. The technique exceeds the organizational scope and delve deeper into relationships between company and customers. Yonyx…
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Empathy is the Key to Good Customer Service
Throughout our customer service careers, there are times when we are not only dealing with a customer’s complaint or issue, but there are also times when we ourselves are customers and have an issue that must be dealt with. Working in customer service for years has given me a degree of empathy for those across…
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Using Empathy As a Tool For Customer Service
At some point in a company or organization’s history, customer complaints are going to rear their head, probably on a regular basis. We’ve all heard horror stories of customers practically foaming at the mouth over some minor detail. Those incidents really do happen—I’ve seen them first hand, but a majority of customer complaints are more…
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How to Manage Customer Service Using Social Media
Through social media pages, one comment from an account user goes public. Just as you can air your satisfaction on purchase of a product or service, you can also write your complaints about a poor service you received. These complaints are obviously not good for publicity. This has prompted people to effectively use social media…
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Why the Whole Company Support Model is Ideal
For many years, businesses maintained a working model where individual departments lived and worked in isolation. One department handled this aspect of the business, this department another. In many instances this led to a lack of communication and understanding. But then, starting roughly twenty years ago, companies like Amazon and 3M implemented the “Whole Company…