Category: Knowledgebase
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Customer Support Understands What Modern-Day Customers Want
As we embrace the technological era, customers have now become tech-savvy and majority have become different from traditional customers of before. Because of this, you need to have a customer support department that’s tailored to meet the needs of these digital-oriented customers. Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting &…
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Customer Service Skills Needed for Phone Interactions
There are so many channels for customers and businesses to interact in our modern world, but in many instances the telephone is still the most preferred way to conduct business. While there are general customer service skills that stretch across any platform, here are some phone-specific strategies you can try. It may sound like an…
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Using Chat To Enhance The Customer Experience
Just fifteen years ago, the telephone was the primary method for obtaining troubleshooting for products and services. Yet now, with the proliferation of the internet, there are many more avenues for customers to pursue, be it email or chat programs. The latter has gained in popularity, because much like the phone, it offers real-time support…
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Enhancing Customer Service Through Empathy: Part Five
This is the last in a series of blog posts on empathy and how it relates to the customer experience. We’ve looked at many techniques, such as research, mystery shopping, visualizing the experience and keeping abreast of online comments. Now, let’s turn our attention to empathic language—which is just as common a topic in customer…
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Enhancing Customer Service Through Empathy: Part Four
By this point, you probably have many good ideas and strategies for building empathy with your customers, be it conducting research, mystery shopping or keeping your ears to the track regarding your business. All of these tactics put you in the place of your customers, and gives you insight into what they need, want and…
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Enhancing Customer Service Through Empathy: Part Three
Empathy is understanding. Empathy is feeling and empathy is all about perspective. It requires you to step outside your comfort zone, and into the shoes of another. It can be difficult, especially for the first few times, but the valuable insights you gain into your customers and others around you makes the effort well worth…
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Enhancing Customer Service Through Empathy: Part Two
When discussing empathy, in any context, the phrase: “walk a mile in the other person’s shoes” is brought up. We hear it so much that it’s almost become a cliché. Yet, there is a lot of wisdom in the statement, particularly when it comes to providing a spectacular customer experience. I speak from experience when…
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Enhancing Customer Service Through Empathy: Part One
It seems like every single customer service blog stresses the importance of empathy in the customer experience. There’s a reason they do though—it’s a fantastic way to provide exemplary customer service on every occasion, as well as build strong relationships with your customers. This series of blog posts will examine different ways to use empathy…
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Some Empathic Words For Good Customer Service
There are two common themes that I’ve learned about good customer service. The first is the importance of positive language. It goes beyond “yes sir/mam” or “no sir/mam.” It means taking negative words and spinning them positively. The second aspect I’ve learned is crucial for a good customer experience is empathy, or understanding a customer’s…
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Empathy is Your Friend: See It Their Way
You don’t need to work in customer service for very long before you run into a customer complaint or issue. How you deal with these issues defines not only your businesses’ sales and bottom line, but its reputation as well. Numerous customer service experts and blogs, including this one, have said using empathy is one…