by Keith Fuchs | Dec 17, 2013 | Automate Support, CRM, Customer Support, Troubleshooting
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...
by Keith Fuchs | Dec 4, 2013 | Automate Support, CRM, Knowledgebase, Troubleshooting
In the sales and customer service-oriented world, we hear a lot of talk about “closing,” and it usually 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:...
by Keith Fuchs | Dec 3, 2013 | Automate Support, CRM, Customer Support, Knowledgebase, Troubleshooting
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...
by Keith Fuchs | Dec 2, 2013 | Automate Support, CRM, Customer Support, Knowledgebase, Troubleshooting
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...
by Keith Fuchs | Dec 2, 2013 | CRM, Customer Support, Knowledgebase
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...
