Category: Customer Service

“Myths are a waste of time. They prevent progression.” – Barbara Streisand Everyone who uses technology knows that there are bound to be times when things will not work as they should and it is best to be self-reliant in being able to fix minor technical problems. As an individual, member of a team or…

“One hundred minus one can’t be ninety-nine in the hotel business. It may be zero. If one employee out of hundreds gives a bad impression to a certain customer, it will be one hundred percent damage for our hotel image for that customer.” – Ichiro Inumaru (Japanese renowned hotelier) When you read this quote what…

“As customers switch channels throughout their journey with you, you need to deliver the same great experience across every channel.” – Genesys.com In the context of business today, the scenario is bizarre. Declining markets, constant state of flux and volatility with the added pressure of cut-throat competition are all putting excessive pressure on companies and…

“You must earn the right to continued relationships with customers”. – Jeanne Bliss The very premise of having customers is that the company also has a customer experience strategy in place. The customer service team’s primary job is to uphold this strategy but is not limited to them. Every member of the company must know…

“Customers require the effective integration of technologies to simplify their workflow and boost efficiency”- Anne M. Mulcahy We all know that customer service has been recognized and now firmly established as THE competitive advantage and differentiator. Think of how it would be to have a customer service person that never needs to take a break…

“All men are liable to error;” – John Locke Troubleshooting, as discussed is about being as logical, analytical and methodical as possible when approaching a problem. As a skill that can be learned it therefore, has its shortcomings and potential pitfalls. The pitfalls could be related to the product or equipment or to the incapacity…

“Good service is good business”. – Siebel Ad The Customer Service staff is now, more than ever, expected to consistently deliver excellent customer service that in turn enhances the reputation of the company and acts as a positive starting point for increased sales. In the increasingly competitive world of business it has become hard to…

“We are what we repeatedly do. Excellence, then, is not an act but a habit.” – Will Durant The reason we say good practices and not best practices, is because best implicitly says that there is no better way. Best says it is the ultimate. However, in a realm like troubleshooting, there are always ways…

“Social media is much more than self-promotion. It is a two-way street, a set of tools that allow you to reach out to people and become the bringer of positive things and experiences. In turn, these people will not just support you. They will be there to help you increase your reach and audience –…

“The aim of marketing is to know and understand the customer so well the product or service fits him and sells itself.”- Peter Drucker Consumers seem to want everything business related on the go – communication, promotions, responses, videos, troubleshooting – who can blame them, everything is moving so fast! Jumping on to this ‘on…