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..
Customer Service Articles
Welcome to our article library where you will find an extensive collection of customer service articles by expert authors.
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..
6 Reasons Why You Should Never Lie to a Customer
Shep Hyken reflects on poor service in a local restaurant and explains why honesty is always the best customer service policy..
5 Ways to Create a Customer Service Culture
When both customers and employees are engaged, companies see a significant increase in customer service performance. John Tschohl reveals five ways to create a customer service culture in your organization..
5 Reasons Companies Fail at Customer Service
There are a number of reasons why companies fail at customer service. Sometimes it’s not what you are supposed to do, but what you should avoid doing..
Why Customer Service Employees Need Guidelines Not Just Rules
Management must trust their staff enough to establish guidelines with a degree of autonomy and flexibility when it comes to making decisions..
3 Ways to Commit to Delivering First Class Customer Service
Customer service excellence is a continuous, ongoing process. Here are some key ways to deliver first class service..
How to Deliver an Exceptional Customer Service With Your Contact Centre
The trends and challenges impacting contact centre people, processes and technology, illustrated with case studies and in-depth Interviews with customer service leaders..
Analytics Breakthroughs: How to Really Know What Your Customer Wants from You
In business today, excellence in customer experience is not just a buzzword, it is an absolute necessity. Learn how analytics can play a key role in identifying and understanding your customers’ needs..
Are You Prepared for the Hidden Side of Social Media?
In today’s digitally connected world it’s critical that you don’t sit on the sidelines and observe—you must actively engage with your customers. Elena Lockett at FM Outsource, digs deeper into the hidden side of social media..
7 Signs of Legendary Customer Service
The possibility to provide exceptional service is available to almost any company—if it believes in its people, is willing to innovate, and really cares about their customers’ experience..