Take Your Customer Service from Good to Great
Peggy Murrah reflects on a bad customer experience and offers six useful tips to take your service from good to exceptional..
Customer Service Articles
Welcome to our article library where you will find an extensive collection of customer service articles by expert authors.
Celebrating the Impact of Customer Service Teams
Customer Service Week is a time for employers to celebrate their hard-working customer service teams—those on the frontline who are the unsung heroes of delivering a positive customer experience..
4 Strategies for Creating a Customer Service Culture
Over the years I’ve observed that the organizations who nurture the best service behaviors use these five strategies..
LEAP to Solve Customer Issues
Learn how to use the LEAP method to solve any issue and defuse even the most irate of customers..
How a Great App Can Help Your Bank Achieve Its Customer Service Goals
Banks continue to report that enhancing customer service is their number one priority. Dan Weis, Mobile Product Leader at NCR explains how a feature-rich app can help accomplish this goal..
6 Habits of Highly Successful Customer Service Representatives
Ashley Phillips reveals some very identifiable traits that set the best CSRs apart from the rest..
Two Questions Every Customer Service Manager Should Be Asking
Your most important assets are not your customers and your employees. It’s how your customers and your employees feel about your company..
Only Delighted Customers Should Bounce Back: Tips to Help Online Merchants Prevent Chargebacks
Riding on the growing trend of online shopping are customer chargebacks. Here are some key ways to deal with them..
Three Ways to Boost Satisfaction for the Customer of the Future
Customer satisfaction has always been a key contact centre metric, but now increased emphasis on customer experience has made it a focus for many boardrooms..
5 Secrets to Mind-Blowing Customer Service
Cindy Solomon invites you to check out these five secrets to creating a mind-blowing service culture..
Customers Love Talking About Great Service
New research shows that customers are just as likely to share a positive experience as a negative one. Read on to learn more..
Can Artificial Intelligence Drive Customer Loyalty?
If you are greeted by name next time you enter your favorite store, don’t worry, it is not a prank, you might be witnessing AI at work..
Fix Your Processes to Avoid Moments of Misery
How many processes in your business can, because of human error, cause a Moment of Misery? Shep Hyken explores how some customer complaints can be avoided by making common-sense changes..
How Reducing AHT Can Cut Costs While Improving Customer Experience
No matter what industry you’re in, companies are always looking for ways to reduce operating costs and improve the bottom line. Executives often hone-in on the call center as a prime place to begin cutting costs, but are challenged with how to do so, without negatively impacting the customer experience. Rather than reducing staff or … Read more
3 Steps to Sustainable Customer Service Performance
Customer service is not just about how a representative reacts to an individual customer; it’s about how a company as a whole reacts to its customers on a long term, sustainable basis..
Big Candy Customer Service: What’s Your Hook?
I love when great hotels offer nice amenities. Some include a newspaper in the morning, complimentary bottles of water, a piece of chocolate on the nightstand—you get the idea..
Top 10 Worst Things to Say to Angry Customers
You may have great products but you can still have customer service problems caused by equipment failures or human error. While you can’t control external events, you can control what you say to upset customers..
Why a Satisfied Customer May Be Worse Than an Unsatisfied Customer
How are you tracking customer satisfaction levels with your customers? Are you asking whether they are satisfied? If so, you are probably not getting a true answer..
Tips for Choosing a Call Center Service for Your Business
While the importance of customer service to the bottom line means that many business owners, managers, and customer support leaders will try to do everything themselves in this area, it can get very tricky trying to fit it all in every day..