Category: Customer Service
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Why are you keeping your customers waiting?
“How much of human life is lost in waiting?” – Ralph Waldo Emerson We all know and have experienced the ‘pain’ of waiting. No one likes it and takes up a lot of time. In the realm of customer service it is probably one of the worst kinds of service to make your customers wait.…
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Why companies need Customer Feedback Surveys
“There is a big difference between a satisfied customer and a loyal customer” – Shep Hyken Companies exist because there are customers. It is the customer’s word that can make or break a business and decide whether they are in existence or not. It is not an easy ‘business’ keeping customers happy or even acceptably…
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Nonverbal Communication in Customer Dealings
Photo by fauxels ”The most important thing in communication is hearing what isn’t said” – Peter F. Drucker Nonverbal communication is a highly interesting realm, apart from being extremely important. It plays a vital role in the workplace and particularly when the job involves dealing with external customers. When a customer service agent is interacting with…
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Manage Diversity through Customer Service
“Diversity in the world is a basic characteristic of human society, and also the key condition for a lively and dynamic world as we see today.”- Jinato Hu The world we live in is geographically large but is shrinking! Owing to the rapidly changing technologically advancements, a decision to buy is no longer governed by…
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Creating a Customer Service Culture
“The right measure is not how many customers you’ve got, but how closely you hold them”. – Ron Kauffman In the current competitive market scenario, organizations cannot afford to be anything but customer focused. Some organizations are still lagging behind and there are some that do not appreciate the how vital their employees are in…
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Online Customer Complaints
Customers are invaluable to a business and it stands to reason that what they say about your company and the brand would either serve to spell success or doom your company to failure. Handling of these comments is vital and even more so customer complaints. Left unattended or unresolved, customer complaints prove to be excruciatingly…
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Customer Service Managers must Resolve Conflicts in teams
“The more we run from conflict, / The more it masters us; / The more we try to avoid it, / The more it controls us; / The less we fear conflict, / The less it confuses us; / The less we deny our differences, / The less they divide us” – David Augsburger The…
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Etiquette in Customer Service Interactions
Photo by Mikhail Nilov The dictionary describes etiquette as “the customary code of polite behavior in society or among members of a particular profession or group.” What is etiquette in customer service? Etiquette in customer service is conduct that is acceptable to customers. It is a behavior that encompasses the expectations customers have when doing business…
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Benchmarking customer service
“It starts with respect. If you respect the customer as a human being, and truly honor their right to be treated fairly and honestly, everything else is much easier.” – Doug Smith In the current market scenario, both customers and companies have access to information – constantly. For companies it means that they are able…
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Sharing Customer Feedback
Transparency breeds trust, both in the minds of customers and employees. Transparency is not subjective and must be practiced actively by companies to maintain that trust. So why does it unnerve senior leadership in companies to openly share customer feedback? Since feedback from customers is actively sought it should be a means to improve the…
