Practical Tips, News & Advice for Customer Contact Professionals.
Few industries are as intricately dependent on customer service as the hospitality industry. With a new customer in each room nearly every night and a range of demands and preferences, hospitality customer service reps become experts in delivering a great experience with what they have on hand. Here are five lessons you can learn from […]
Understanding your customers is key to having a long-lasting, mutually beneficial relationship.
A CEO I work with mentioned that during a recent customer service call, the representative—who was helping process a business purchase worth several thousand dollars—seemed distracted. Midway through, he heard laughter in the background and could hear the rep trying not to join in. Frustrated, he ended the call. The sales manager later called him […]
Great body language, thank-you notes, a calm tone of voice—these are all essential. But what’s the number one tactic that will keep clients coming back for more?
Improving your customer experience should be a constant process. Here are a few quick things you can do today to make your customers’ lives that much easier.
Learning from your customers is an essential step in the process of creating lifelong fans. Here are a few questions to ask that will ensure you’re delivering the highest standard of customer care.
Your customers are the cornerstone of your business. What are some tactics you can implement to ensure they remain lifelong buyers?
In today’s connected environment, unhappy customers take to social media, blogs, mainstream press outlets, and more to blast companies that fail to meet their expectations. A truly bad experience can capture leading headlines and drive the news cycle for days. In many ways, it’s possible to completely undo years of a carefully established brand’s trust […]
In customer service, time is money, and it’s important to use every tool available to deliver an effective customer experience while controlling costs. Yet, it can be difficult to anticipate and train your contact center team for every customer service issue that arises during their shift. Increasingly, companies are relying on a shared knowledge base […]