Category: Customer Service

“Unless both sides win, no agreement can be permanent.” – Jimmy Carter Conflict is a reality. It is a fact of life in the workplace, in homes, in relationships and with customers. Conflict is not necessarily a bad word but letting it intensify in to personal animosity is bad. It must be resolved for things…

“If you would persuade, you must appeal to interest rather than intellect.” –Benjamin Franklin Does not this quote sum up what effective customer service is all about? Using persuasive skills while dealing with customers is to address their needs, wants and their emotional side in an attempt to keep them happy and gain profits for…

“Be a customer service role model. Regardless, of what you do for your company, be that person that everyone admires and wants to emulate”. – Shep Hyken Before delving in to the duties of customer service staff, it would behove us to define customer service. We all know in practice what it should be and…

“Don’t ever doubt in the customer service business the importance of people and their attitudes”. – Southwest Airlines CEO Herb Kelleher Things can go seriously wrong in a company if customers get upset and decide to speak ill of the company and also take their business elsewhere. It is absolutely essential that companies focus on…

‘77% of employers says soft skills are equal to hard skills in importance’. – Aol.com We’ve all heard – work hard, party harder! Hard obviously seems the way to be and therefore better. In customer service, we would think, having the requisite soft skills will have a better impact on customers. Soft is often associated…

“Your bottom-line starts with your front line”. – John Villere This quote encompasses the essence of the subject – it is a fact that the frontline employees are the face of the company and their demeanour and customer service would define the company. Frontline employees are the ones that come in direct contact with the…

“Exceed your customer’s expectations. If you do, they’ll come back over and over. Give them what they want – and a little more”. – Sam Walton Customers are allowed to be fastidious – they invest in a company with time and money and very often have to put up with not so great service. However,…

“Even your most loyal customers always have a choice about where to take their business”. – Marilyn Suttle Customers and companies continue to remain fascinated and intrigued by incidents that related to exceptional customer service. Truly, these are not just ‘stories’ but should serve as regular and needed reminders of how service wins the game…

Customer service is tough! As simple or as complicated as this statement may be, it is arduous to maintain high standards of service and professionalism at all times, especially when customers tend to push the limits of patience. Humans tend to get emotionally more intense when they feel they are being attacked and that’s how…

“There’s no good idea that cannot be improved on.” – Michael Eisner The Business Dictionary defines innovation as – The process of translating an idea or invention into a good or service that creates value or for which customers will pay. Pretty straightforward isn’t it! For a company innovation means creating new products and or…