Category: Troubleshooting
-
Using Positive Language During the Customer Experience
Rather we realize it or not, language is one of the most powerful factors in our lives. The way words are said, sentences phrased and tones used, can make all the difference in our message is received. You can be trying to communicate something positive, but due to poor word choice, it comes out sounding…
-
Don’t Write off Phone-Based Customer Service and Support Yet
As this Zendesk article points out, phone-based customer experience support, especially for large companies, is in something of a mire right now, for a variety of reasons, be it a poor infrastructure or poor technological resources. They point out a fact that may appear to be a contradiction at first, and that’s that many customers…
-
Motivate Your Employees To Provide Excellent Customer Service
The culture of a company or organization can have a direct impact on its customer service levels. If the corporate culture is one of respect and dignity, where employee involvement is fostered at every level, then you can generally expect customers to receive a higher level of service. In these situations, employees care about the…
-
For When You Have to Tell a Customer “No”, Follow These Tips
For those of us who work in the customer experience arena, having to tell a customer “no” can be quite disheartening. We go out of our way to please them, and ensure they receive satisfactory service, and telling them the dreaded “no” goes against all that. But sometimes we have to say it—the trick is…
-
Tips for Laying Out an Awesome Customer Self-Support System
Over the past few posts, we’ve looked at customer self-support systems, and how they can reap wonderful benefits for your business. We looked at how a knowledge base is an integral part of a self-support system, but now we want to turn our attention to the actual layout of the system. In the last post,…
-
How to Provide Customer Service Via Email and Support Tickets
As new technologies have appeared, so have new avenues in which to provide customer service. Just fifteen years ago, there were two primary methods for handling customer experience issues: face-to-face and over the phone. Those two methods are still in use, but now customers can utilize chat and email and support tickets to get the…
-
Handling Customer Service The Old Fashioned Way: Over the Phone
In this day and age, there are many methods customers can use to obtain service, such as email, chat and social media. It almost seems like phone-based customer service has gone the way of the dodo—but not so fast! Surveys have shown that many customers still prefer handling business over the phone, so here are…
-
It Goes Without Saying, But Treat Your Customers Like People
In this era of increasing automating of the customer experience process, it can be easy to overlook one simple, basic concept of customer service: that customers are people. In some cases, customers are treated like numbers, which is not an ideal scenario. There have been companies who have learned the hard way how to treat…
-
DIY: Going at it Alone During the Customer Service Experience
With the rapid changes in technology in today’s world, such as social media sites, email and increasing automation, it’s no surprise that customer service has been impacted. Think of the last time you were having a problem with a tech device or service, and needed troubleshooting—chances are, you were encouraged to take appropriate steps by…
-
Some Quick Information on Resolving Customer Experience Issues
There are many channels available to customers to help troubleshoot problems and manage other customer service issues. There’s email, chat programs as well as the tried and true telephone. But which of these do customers use the most? And which were they the most satisfied with? A recent post on Zendesk sheds some light on…