Exemplifying a customer service mindset is not just an asset but a necessity. Here are twelve ways in which you can demonstrate an authentic customer service mindset and lead by example..
As a customer service manager, you’re in a unique position to foster relationships that leave a lasting impression of warmth and care, making every interaction feel like a St. Valentine’s gesture of appreciation..
When most people think about customer service, the first thing that comes to mind is solving problems. While this is an important part of the job, it’s not the only aspect. Showing empathy for others is key..
We all know what empathy is and hopefully, many of us display it and receive it daily. Empathy builds human connections. It fosters an emotional rapport and bond with your customers..
Shep Hyken looks at some of the most common words and phrases that are guaranteed to get customers rattled..
A visit to a busy restaurant, some barbecue sauce and a beautiful jacket provide a valuable lesson in customer service..
Susan Friesen explains why being generous in your business will result in more loyal customers..
Ashley Phillips reveals some very identifiable traits that set the best CSRs apart from the rest..
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..
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..
Learn why your customer service team must have empathy, sympathy, patience, tolerance, understanding, passion and, of course, sincerity..
Your customers are not loyal. The truth is that 75% of your customers would gladly do business with the competition—because companies have not created the emotional connection that creates customer loyalty and advocacy..
We’ve all had those customers that come looking for an argument when an issue arises. The number one way to win them over? Use empathy..
How to diffuse potentially difficult customer service situations.