Tag: experience
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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…
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Some Pointers on Creating a Great Customer Service Survey
We’ve all seen them—little blurbs at the bottom of our receipts asking us to take a quick customer satisfaction survey, usually promising us a free Whopper in exchange. Or we’ve been on the phone and heard a recording ask us to stay on the line and take a survey. Whether or not we actually do…
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Want to Deliver Really Good Customer Service? Practice Empathy
We hear the word empathy a lot in today’s culture, in a variety of fields and disciplines. But what is it exactly? Dictionary.com, an online reference site, defines empathy as “the intellectual identification with the thoughts and feelings of others.” With this definition in mind, it’s easy to see why having empathy is absolutely important…
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Don’t Underestimate the Power of Word of Mouth on Your Business
When it comes to publicity, word of mouth is still a powerful factor to be considered. We’ve all heard the adage that a bad customer service experience will result in word of mouth far more than a positive one. Yet the truth is that a good customer experience will indeed generate good word of mouth.…
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Here are More Hints for an Awesome Self Support Knowledge Base
Through a series of posts, we’ve been looking at the concept of customer self support, and how companies are using it more and more to handle routine customer experience issues, such as troubleshooting. In the last post, we looked at how knowledge bases, or articles that address common support issues, are a big part of…
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Using a Knowledge Base As Part of A Customer Self-Support System
In a previous post, we talked about the rapid rise of customer self-support systems in helping to manage the customer experience. The post provided a general overview of the concept, as well as interesting statistic: that over half of customers will use a self-support system. Clearly, this is a grand opportunity for your business, so…