Category: Troubleshooting
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Troubleshooting Customer Service Issues Over Chat Programs
Just fifteen years ago, the traditional method of handling customer complaints and issues was either over the phone, or face to face. The times have changed, and technology has opened many other avenues for troubleshooting customer experience issues, and chat programs are one of the key methods. There are some advantages to chat over email,…
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The Importance of Being A Good Listener
There are a lot of skills needed to provide a great customer experience: communication skills, empathy and so on. It also goes without saying that good listening skills can help provide excellent customer service. After all, you will need to be able to figure out the customer’s problem, ask appropriate questions, and troubleshoot the problem—all…
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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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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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Getting Your Business Started on Social Media Platforms
Social media platforms are rapidly becoming the new standard in businesses handling of the customer experience. Sites such as Facebook, Twitter, Instagram and Google Plus offer many great features that can enhance your customer service. Let’s take a quick look at each. By now, you’re probably familiar with Twitter and Facebook, so we’ll keep it…
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Handling the Customer Experience on Social Media: Twitter
Since the internet began, people ranging from everyday Joes to celebrities, shared their thoughts and feelings through various blogging sites, such as Blogspot, Live Journal and Diary Land. Then came Twitter, and changed the blogging game forever. In the past, blog posts could actually be mini dissertations, but Twitter forces you to say what you…
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Handling Customer Service Issues Via Social Media
We’ve talked about the various channels available to handle issues related to the customer experience: email and support tickets, chat and the old stand-by: the telephone. Another that has gained in popularity over the past few years have been social media platforms such as Facebook, Twitter and Google Plus. These sites offer new challenges and…
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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…
