Role of the Customer Service Manager: Motivating People
One of the key roles of the Customer Service Manager is to motivate his or her staff. This article aims to help you become a better motivator!
Ian Miller
Ken Blanchard – Lunch with the Best Selling Author
I met for lunch with Dr Ken Blanchard, best-selling author of “The One Minute Manager” and “Raving Fans”. It was a great opportunity to gain an insight into the mind of one of the world’s leading management thinkers..
What Exactly is Customer Service?
From a practical prospective, customer service is the activity of satisfying customer needs. From an emotional one it’s much more than that – customer service is caring for customers and treating them with respect.
CRM Glossary
The A-Z of Customer Relationship Management Learn the CRM jargon and the most commonly used buzzwords. Analytical CRM Analytical CRM uses Business Intelligence (BI) and data mining to report on and predict customer behavior. Back Office Administrative staff of a company who do not have face-to-face contact with the company’s customers such as operations, IT … Read more
What Exactly Is CRM?
CRM may or may not prove to be the answer to providing excellent customer care, but the philosophy of putting customers at the heart of our business is definitely a step in the right direction.
We Know Our Technology, But Do We Know Our Customers?
Sounds like a strange question, but you would be amazed to learn how many companies implement new CRM technology without first considering the question “Do we know our customers? All of them?”.
Time Management Skills for Customer Service Managers
Time management, although a skill which can be learned, is one that involves organization and a good work ethic. Learn more in this article.
What is a Customer Service Supervisor?
The Customer Service Supervisor plays a key role in the management of the customer service department. Duties of the Customer Service Supervisor can vary from one organization to another but supervisors are often responsible for the smooth running of the customer service operation. They may be responsible for the supervision of Customer Service Representatives (CSRs) … Read more
Customer Service Policy – What is it?
These days most organizations have a customer service policy. This is because customer care is becoming more important as companies strive for better customer engagement.
Customer Service Variables
Predicting how customers will behave is a challenging business. This is because there are a number of important variables.
Customer Service Job Description
You may be interested in a customer service Job description from two points of view. Firstly, you may be an employer who wishes to fill a customer support role. Secondly, you may be a prospective employee searching for a position in customer service. Let’s look at the first requirement. As an employer, it is important that … Read more
Definition of Customer Management
In today’s complex business world, a company must ensure it has the right systems in place for managing customers. Here we define what is meant by Customer Management.
Definition of Customer Service
Customer service is often seen as an activity, performance measurement and a philosophy. That is why generally speaking, one single customer service definition does not exist. Let’s give it a shot anyway.
What is a Customer Service Advisor?
Roles and responsibilities of a Customer Service Advisor. This important job position is responsible for interacting with customers and providing information in response to product or service enquiries. The customer service advisor communicates with clients in variety of ways; by telephone, by e-mail, fax, snail mail or face-to-face. Some will spend most of their day … Read more
25 Customer Service Buzzwords Everyone Should Know
Love them or loathe them, here are some of my favorite customer service buzzwords for you to use and enjoy.
23 Essential Customer Service Skills
At the heart of great customer service is the way we interact with our customers. It will come as no surprise to hear that we don’t always get those interactions right. In my opinion, what we need is a distinct skill set that can be applied consistently throughout the service industry.
Recreation Department is on a Mission to Improve Customer Service
In the City of Fort Collins, the Recreation department has recognized that customer service is a top priority. The City of Fort Collins Recreation department has announced that it is on a mission “to provide world-class recreation services that inspire living healthy and engaged lives”. It says that is committed to improving all aspects of … Read more
Customer Service Phone Tips
Making a good impression on the telephone phone is not that difficult. Here are 7 customer service phone tips to help you succeed.
Customer Service Facts
68% of customer defection takes place because customers feel poorly treated. Source: TARP It can cost five times more to buy new customers than retain existing ones. Source: TARP 1% cut in customer service problems could generate an extra £16m in profits for a medium-sized company over 5 years. Why customers quit: 1% die 3% … Read more