Tag: service
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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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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…
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The Benefits of Using a Self-Service Customer Support System
It goes without saying that in today’s fast-paced world, helping customers with their issues and complaints can be difficult. Customers understandably want a quick resolution to their problems, and under the pressure of providing quick service, some companies lose sight of the goal. In order to combat this, some businesses have implemented self-service customer support.…
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Going the Extra Mile When Providing Excellent Customer Service
I recently witnessed some truly great customer service, and I thought I’d share the story with you. I was in a fast food restaurant, waiting on an order to be filled. A gentleman came in after me and placed an order, and the employee told him it would be about five minutes before the order…
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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…