Category: Knowledgebase
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Knowledgebase – Empowering Customers to Fix Their Own Problems
It is a fact that there are a lot of issues and concerns that the customers can solve on their own without calling customer support. Sometimes the problem, however, is the fact that they lack the information necessary to get this done. This is where you should think about empowering your customers by giving them…
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Closing the Conversation: Very Important to Customer Service
Photo by George Morina In the sales and customer service-oriented world, we hear a lot of talk about “closing conversation,”. It means “closing the sale,” the part in the transaction where we ask the customer to buy our product or service. However, it has another, lesser-known connotation: closing a conversation. This is a very important…
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Using The Reporter’s Questions in Customer Service
Have you heard of the “reporter’s questions?” If you took a journalism course in high school or college, or any kind of writing class for that matter, you probably did. If you didn’t, or need a refresher, here they are: who, what, when, where and how? What you may not know is you can use…
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How to Use Positive Language in Customer Service
You probably have some inkling of this concept, but language, and words, are very powerful things. The way we say a particular phrase to someone can make all the difference in how it is received. Simply changing one word can mean someone becomes angry, or someone becomes happy. In the customer service arena, how can…
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Skills for Handling Customer Service Issues Via Email
Just fifteen years ago, most customer experience issues and troubleshooting were done either in person or over the phone, but now, thanks to the Internet, new avenues for customer service have opened up to businesses, and email is one of them. Handling customer service issues in any medium can be a challenge, but doing so…
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Don’t Be Afraid to Say You’re Sorry
No business is perfect, and mistakes will be made. It’s how you handle those mistakes that will define you as a business. After all, there’s a good reason many customer service experts state that you can easily create a customer for life based on how you handle a customer’s complaint. In my experience, empathy has…
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You’ve Heard of CRM —But What Is It?
When it comes to customer service and the customer experience, it seems as if there’s a veritable alphabet soup of acronyms floating around, and one that comes up often is CRM—but what exactly is it? And how can you incorporate it into your business model? This post will provide a general overview of CRM, and…
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Hiring Only the Best Customer Service Agents
You’re a manager of a large company with an excellent reputation for customer service, and you want to uphold that reputation. You obviously know that your agents are the lifeblood of your operations, for without them, you would have no customers and no sales. So how do you go about hiring and training excellent customer…
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Keeping Customers Happy is No Secret in Customer Support
One of the crucial keys to business success is keeping customers happy. It is easy to point out the obvious but it’s hard to implement strategies because along the way the customers’ wants and needs would change according to the rapidly changing times. Customer support will always remain as a constant in the equation but…
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What is CRM? How Can It Help Me?
In the realm of customer service, there is a seemingly infinite parade of acronyms floating around, and CRM is the latest in a long series of them. Yet—what is it exactly? How do businesses use it, and most importantly, how can you profit from it? CRM is short for Customer Resource Management, and there are…
