The Importance of Customer Service Touch Points
Mike Bindrup shares his experience with two very different service providers and reflects on the importance of customer touch points.
How to Provide Contact Center Customer Service
Multiple channels in the contact center mean multiplied challenges.
A GREAT Model for Keeping Customers Happy
When it comes to handling angry customers who feel underserved, not heard, or not appreciated, it’s often about doing the little things that can make it end up right.
How to Create a Customer Service Culture
Take these four steps to create a culture of service within your organization.
Watch Out for Those Customer Service Toll Gates
Make sure you are not putting up your own barriers in the way of great customer service.
Do You Provide Middle Seat Service?
Regardless of your line of business, your organization may have a middle seat that needs fixing.
The Importance of Customer Service Excellence
Just how important is customer service to you? In this article, Bryan K. Williams examines some companies for whom customer service is everything.
Make Your Customer Number Two!
Do you want to provide fresh customer service? Try ignoring conventional wisdom and make your employees number one.
Marketing Good Customer Service
Marketers really should market good customer service more than they do. Why? Because customer service really does matter.
Are Your Customer Relationships Simply Brief Encounters?
Brief Encounter: “A minor meeting, short in duration with a person who you will probably never see again.” Does this describe the relationship between you and your customers?
Empathy Statements for Customer Service Representatives
How to diffuse potentially difficult customer service situations.
How to Use Feedback to Fuel Customer Retention
Learn about the next generation of customer feedback.
Using Video to Improve Customer Service
Learn how video can enhance the quality of the customer experience.
12 Tips for a Positive Customer Experience
In this article Dr. Parson gives us some great tips on how to create unforgettable customer experiences.
Make Your Customers Happy with Better Answers
Knowledge Management is a key capability for enhanced customer support. Learn more in this article by Chris Hall.
How to Successfully Handle Customer Complaints
Find out why companies are employing Dynamic Case Management.
Achieving a 360 Degree View of Your Customer
How to achieve a 360 degree view of customer information for dramatic results.
Complaints – The Tip of the Iceberg
Welcome complaints! As long as you get complaints from someone who is interested in your service and wants to help you improve.