Category: Customer Service

“Learning and innovation go hand in hand. The arrogance of success is to think that what you did yesterday will be sufficient for tomorrow”. – William Pollard It is unwise and regressive to rest on laurels and forget about trying to better things or create new things. Innovation and creation will be vital in moving…

“The dark side of social media is that, within seconds, anything can be blown out of proportion and taken out of context. And it’s very difficult not to get swept up in it all.” – Nicola Formichetti There is no doubt that social media is a powerful channel of communication and can sway the opinions…

“As important as what you do is the enthusiasm with which you do it.” – J J Goldwag The most obvious method to improve your company’s relationship with your customers is to improve customer service to a level of excellence. Irrespective of great products and exceptional staff, the customers will remember the interactions they have…

“Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. Perception is all there is!” – Tom Peters Customer service is tough. Smiling through the stress, dealing with the emotional and irrational outbursts of customers is tough. It’s tough for the customer service agents and it is also tough for…

“The Internet: transforming society and shaping the future through chat”. – Dave Barry Customers have to deal with customer service of the companies they do business with and these introductions often become the bane of their existence. Although companies offer many ways to contact them, each method not only had their own drawbacks but also…

“Anyone who stops learning is old, whether at twenty or eighty.” Henry Ford Are your employees old? Well according to the quote, if they desist from learning then they must be! However, have you considered that maybe the customer service training your company provides is probably boring and a series of rote and bad conducted…

“There are an infinite number of reasons to say no. Instead, try to focus on one good reason to say yes.”- Jarod Kintz Customers are perhaps accustomed or hardwired to say no – and perhaps have an infinite number of reasons to. However, it is the skill of the customer service teams that will get…

“And it comes from saying no to 1,000 things to make sure we don’t get on the wrong track or try to do too much. We’re always thinking about new markets we could enter, but it’s only by saying no that you can concentrate on the things that are really important.” – Steve Jobs in…

“The golden rule for every business man is this: Put yourself in your customer’s place.” – Orison Swett Marden Companies and their representatives that don’t apply this golden rule are the ones that fail at customer service. One of the major lapses in customer satisfaction is the inability of managing hold times in customer calls.…