Category: Customer Service

“The keys to brand success are self-definition, transparency, authenticity and accountability”. – Simon Mainwaring Building trust is extremely important for the sustenance of any relationship. Trust is built through honesty and keeping promises. This amounts to transparency. So also with customers – who are the reason companies are around and without whom there would be…

Customer service employees have a high stress job and it is an area that is known to have the highest attrition. Incessant ringing of phones, queued up calls and queries, screaming customers and the likes is part of the daily routine of a call center employee. It is no wonder then that just providing them…

“Motivation is everything. You can do the work of two people, but you can’t be two people. Instead, you have to inspire the next guy down the line and get him to inspire his people.” – Lee Iacocca Almost all customer service staff deal with many challenging and overwhelming customer situations and this is a…

“So when you are listening to somebody, completely, attentively, then you are listening not only to the words, but also to the feeling of what is being conveyed, to the whole of it, not part of it”. – Jiddu Krishnamurti Active Listening as mentioned in the quote is the key to getting customer service right…

New companies are springing up round every corner and are using better technology to further their business. This is resulting in to additional and massive volumes of data for all possible aspects. More companies, translates to more customers and that in turn means additional data and scores of information about them. The sum of all…

Companies are inadvertently doing just this – running businesses that make them lose customers and may be on a regular basis. At first it may not seem like much but this losing begins to sabotage other customer relationships when others begin to hear about it. Customers hate being ignored and treated shabbily (just like all…

“The best journeys answer questions that, in the beginning, you didn’t even think to ask”. -Jeff Johnson It possibly did cross your mind, but all the same we reiterate that customer experience is ongoing and continues for the entire life of the customer’s association. Since it is continued process it can be said that customer…

Integrity is about being honest and upright in all aspects. A person with integrity will do the right thing always and will earn the trust and respect of those around. A brand is the defining part of any company. Managing brand integrity then becomes as vital as the integrity of a person. Companies can claim…

“To be a champion, you have to learn to handle stress and pressure. But if you’ve prepared mentally and physically, you don’t have to worry.” – Harvey Mackay Everyone faces some amount of stress irrespective of the stage of life, position, occupation, age – there is a point when stress seems to overpower and overwhelm.…

“In the not-so-little mind of your customer, consistency is absolutely essential in delivering a world-class customer experience.” – John H Fleming Don’t you just hate it when the regular store, you visit, has fresh stocks on one visit and is severely out of stock on the next? Or when your broadband connection is smooth as…