Category: Customer Service

“The best customer service is if the customer doesn’t need to call you, doesn’t need to talk to you. It just works.” – Jeff Bezos This is as simple an explanation as is possible of how to reduce customer effort. Customer effort is described as the amount of effort the customer must exert in order…

“If you are patient in one moment of anger, you will escape a hundred days of sorrow” – Chinese Proverb Anyone who is working or has worked in customer service knows fully well that there is never a completely calm day. There are bound to be interactions with a customer who is frustrated or worse…

“Why are phone skills so important? Because they put money in your pocket!” The telephone is a wondrous invention. It connects us. For companies – it is about connecting with customers and letting them connect with the customer service staff. A major part of the interactions between customers and companies still take place over the…

“To give real service you must add something which cannot be bought or measured with money, and that is sincerity and integrity.” – Donald A. Adams If the service your company gives customers is a reflection of the quote above, it is sure to get the customer’s attention. Is your Customer Service making Customers pay…

Is there a specific definition of customer service? Can you define it? More often than not when this question is asked, the response is either vague, disjointed or just a long pause. Most people think they know and can define customer service but fall short when actually asked. If customer service were to be defined…

“You don’t earn loyalty in a day. You earn loyalty day-by-day.” – Jeffrey Gitomer Loyalty is about being stable, committed and dedicated to a relationship – you are either loyal or not. This applies to any kind of relationship! Customer loyalty is the same. As a company, you have it or you don’t and that…

“The possible solutions to a given problem emerge as the leaves of a tree, each node representing a point of deliberation and decision.” – Niklaus Wirth (1934 – ), Programming language designer The decision tree method of logically reaching conclusions has been around for a long time and been the basis for troubleshooting personnel to…

“We can believe that we know where the world should go. But unless we’re in touch with our customers, our model of the world can diverge from reality. There’s no substitute for innovation, of course, but innovation is no substitute for being in touch, either.” – Steve Ballmer So much has been said on how…

“Push your business technology in to the cloud and get back to focusing on your core competencies” – Tom Cochran The newest ‘weapon’ around that will help take your company’s customer service to unprecedented heights is the ‘cloud’. Cloud computing offers speed, flexibility to companies while offering customers a plethora of options with multi-channel service.…

“We are what we repeatedly do. Excellence, then, is not an act, but a habit.” – Aristotle Customer Service is about being pro-active, which incidentally raises the number of complimentary things a customer will have to say about you. Companies that are on the ‘back foot’ and largely reactive will find themselves dealing more with…