Customer Service Articles

John Tschohl, founder and president of the Service Quality Institute, presents his guide to Handling Irate Customers and Difficult Situations Technique card. These are the principles that are taught at the Institute..

In the world of fast-moving consumer Goods (FMCG), product recalls are an inevitable challenge that brands must confront. The key question is; what can brands do to be better prepared and mitigate the damage?

Whether through help-desk interactions, marketing messages, or automated responses, voice moulds perception and can ultimately determine customer loyalty. A company’s tone of voice is more than just words..

The online casino industry is hyper-competitive. There is a limit to how much a casino can give away in promotions to acquire a new customer, and there are only so many games that publishers are distributing..

Demonstrating active appreciation to clients helps financial advisors build trust bonds and achieves better client satisfaction while generating referrals. A strategically built client appreciation system enables advisors..

Hiring outside help for customer service can really change things for a company. Lower costs? Check. Improved efficiency? Absolutely. More time to focus on your business’s core goals? Let’s go!

Product returns are a fact of life for most businesses. Whether it’s a sizing issue, a defective item, or simply a change of heart, customers value the opportunity to return products—and they expect it to be hassle-free..

Impressions really matter, especially the first ones, and you will want to get this right to ensure that your customers come back and see you again. How do you determine if you are making a good impression?

Companies are counting on the cloud contact center flexibility for enhanced communication, making it easy for customers to contact the company in several different ways. The following are the five most critical..

Companies providing top-notch customer service are finding that self-service portals make all the difference. These portals, as part of modern help desk software, enable customers to resolve common issues..

Whether you’re a small business or a growing enterprise, responding to customer inquiries quickly and efficiently plays a vital role in customer satisfaction and retention. Enter the virtual mailbox—a digital solution..

From cybercriminals breaching payment systems to internal bad actors manipulating data for personal gain, the array of threats facing financial institutions has become both widespread and increasingly sophisticated..

Service teams frequently face challenges that stem from scattered knowledge, complex issues, and inefficiencies in resolution processes. One tool that could be the soution to these challanges is Resolution Pathways..

The remote hiring process offers numerous benefits, for example: access to a broader talent selection, reduced operational costs, etc. However, it also creates unique challenges, particularly when it comes to legal..

With the current digital environment, safeguarding customer information is paramount for service teams. Companies process enormous volumes of sensitive data daily, ranging from personal information..

Companies may lose their clientele if support systems don’t meet their needs or expectations. Call centers which use AI tackle these problems head-on, reducing wait times and improving first-call resolution..

Allowing your team to control their hours doesn’t just benefit employees—it can create a ripple effect of positivity across your entire organization. From boosting morale to enhancing productivity..

Want to make your conference, corporate event, or workshop amazing? Speakers who really connect with the audience and offer practical advice for improving lives and businesses are the key..

For businesses that rely on customer trust, such as those in retail, e-commerce, and financial services, safeguarding customer data is not just a best practice—it’s a necessity. This is where endpoint security comes into play..