6 Habits of Highly Successful Customer Service Representatives
Ashley Phillips reveals some very identifiable traits that set the best CSRs apart from the rest..
Customer Service Articles
Welcome to our article library where you will find an extensive collection of customer service articles by expert authors.
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..
Lose the Customer’s Confidence and You Lose the Customer
Following a poor customer service experience with his bank, Shep Hyken discusses the importance of customer confidence..
How to Deliver Moments of Magnificence to Your Customers
Few companies deliver ‘Moments of Magnificence’ to their customers. It shouldn’t be that way. It doesn’t have to be that way..
What’s Your NPS? A Quick Guide to the Net Promoter Score
Analysis shows companies that achieve long-term profitable growth have Net Promoter Scores two times higher than the average company. Learn more about the NPS system in this quick guide..
8 Simple Ideas to Improve Customer Satisfaction
As operational complexity takes its toll on the service industry, it’s important we keep our focus on the customer. Ron Kaufman offers 8 ideas to achieve customer satisfaction by keeping it simple..
How Brands Can Build Customer Trust of Chatbots: Make Them Smarter
When it comes to customer service chatbots, today’s online shoppers have trust issues. Lior Bachar shares his ideas on how to build that trust by making chatbots smarter..