7 Trends in Customer Service Expectations
Due to the rapidly changing world in which we live, customer expectations continue to shift dramatically. Find out the latest trends..
Customer Service Articles
Welcome to our article library where you will find an extensive collection of customer service articles by expert authors.
Customer Service Strategy: Is the Customer Always Right?
“The customer is always right!” Many businesses live by and preach this phrase. But is it true?
Lessons Learned for Proactive Customer Service
Shep Hyken reflects on some lessons learned from an encounter with a proactive customer service coordinator..
4 Customer Service Styles that Need to Go
The whole notion of good old fashioned customer service seems to be disappearing quickly. Is it due to these customer service “styles”?
4 Words You Should Never Hear in Customer Service
It happens all of the time. A customer makes some kind of special request. It’s not that it is all that special. It’s just not the norm. And, the first response from the employee is, “We can’t do that.”
10 Principles of a Successful Customer Strategy
Based on a recent global survey and interviews with key industry players, these 10 principles show how companies can position themselves for future customer success..
12 Steps to Handle Customer Complaints
No business likes to get complaints. However, we have to accept the fact that complaints will happen. Here’s a step by step guide to handling them well..
The Financial Imperative of Best in Class Service
Creating self-improving customer service operations that drive long-term revenue through customer retention and repeat business..
5 Habits of Highly Customer Focused Companies
In the quest to improve customer experience and loyalty, it’s helpful to consider the ‘cultural habits’ of successful service organizations..
Customer Service: The Good, the Bad and the Ugly
A compilation of all-time favourite instances of good, bad and ugly customer service to help you learn the dos, and don’ts..
Why Customer Loyalty Should Not Be Your Goal
Loyalty has become a goal of many businesses. However, it is important that we define our goals correctly since they represent where and how we will direct our efforts..
Customer Service that Gives Food for Thought
If you’ve ever had the pleasure of dining at a Michelin-starred restaurant, then you will know that customer service is a major part of the experience. Here’s how it’s done..
How to Move from Customer Service to Customer Experience
Companies that truly want to grow need to focus on improving their relationships with customers and providing an experience that will get customers talking..
3 Little Words That Can Lose a Customer
Are you rewarding your team only for speedy transactions, or are they also being rewarded for building relationships? Learn how the little things you say or don’t say can either help you keep or lose a customer..
The 20/5 Rule of Customer Service
On average, when people are asked to share their experiences, we find they share 20 negative experiences vs. 5 awesome experiences – this is the 20/5 rule of customer service..
Six Reasons Live Chat Keeps Customers Engagedlive
George Skaff, CMO of TouchCommerce provides six reasons live chat benefits brands by keeping digital consumers satisfied..
The Foundation of Top-Notch Customer Service Is Organization
Along with establishing a sense of structure and order, an organized work environment reduces stress, promotes team spirit and allows you to provide excellent customer service..
How to Get Customers to Rave About You and Your Service
Here are some of the most important things that customers want from you. Fulfill these needs and you will be well on your way to creating “raving fans”..
Customer Service Perception Is Fact!
As business owners we can tend to fall into a big trap when we assume our customers will accept our word that our service is excellent and better than everybody else’s..