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Customers expect support for products they buy. Besides that simple fact, nothing is obvious or given about customer service. In Support we cover the best ways to improve the customer experience and make sure your customers come back for more.
Vacation time is in its prime. People are leaving their offices to go on their dream holiday. They want to rest and don’t think about their jobs for one, two or maybe even three weeks. But before packing your suitcase with sun blockers, summer dresses and new bikini, there’s one... read more
Expectations for customer support and response times have become sky high. Even when you work at a small company with a tiny team, people are accustomed to fast responses to their questions and complaints. According to data collected by Edison Research, at least 39% of people... read more
5 minutes
Jul 18, 2016
When we face a difficult situation many of us immediately have a bad day. Situations like a little argument with another driver on our way to work, morning dispute with a neighbor or disagreement with our colleague at work raise stress and influence your mood. How often... read more
Customer service is a serious and responsible job. But like in any serious job, there are people who are just not doing it right. They deliver bad service and give others a reason to joke about it. Luckily we can learn from their mistakes. Read funny customer service quotes to... read more
When you think about your life, you can probably find people who appreciate you at some point. People at work, in your private life, your colleagues or even your tennis teacher. The people who appreciate you, are the ones who say how important you are, how great you do your job,... read more
Building the perfect customer service team is a challenge. While interviewing potential hires, there is a lot to cover, ranging from technical knowledge to soft skills. Moreover, the recruitment process does not end after the final handshake – it is the beginning of a journey.... read more
We usually write about great customer service and advice on what you can do to provide it in your company. Yet we don’t keep off ourselves from posting about angry and irate customers. We know how hard it sometimes is to deal with them. We already wrote posts about rude customers... read more
People loved watching Downton Abbey for a reason. There was something magical about following the Grantham’s family from the early 1900s and watching the transition from the Edwardian era to World War I. The important part of the series was the change in the British aristocracy.... read more
“But I didn’t get the answer to my query. This is the second time I am calling you people for the same problem. Why don’t you just put me through somebody helpful?” - John shouted at the agent. “We appreciate your endurance and feel sorry for the inconvenience Sir. But this is... read more
An angry customer is a business nightmare, right? Wrong. An angry customer is a business opportunity. If you handle your complaints process right, you can transform an angry customer into a brand advocate and a high-value return customer. Marketing professors Michael McCullough... read more
Forming a strategy for your Twitter is a must but it’s only the beginning. The next big things are creating an engaging content and nurturing relationships on Twitter with your customers. Luckily you can build relationships through smart, well–planned messaging. To do that you... read more
Recently, I’ve read an interesting customer service story. An American Express customer has made a decimal mistake while making a payment and paid thousands of dollar instead of hundreds (ouch!). He called AmEx to inform them about the mistake and ask for advice. He was assured... read more
I’m sure you remember at least one really, really bad story of a customer having a problem and the customer service failing to solve it. The most famous one is the story of Ryan Block who tried to cancel his service with Comcast and the representative did his best not to let him... read more
When you want to help customers on your website, there are basically two ways you can go about it. On one hand, you can sit tight and respond to any questions customers ask, either via phone, chat or email. This is reactive customer service. On the other, you can show initiative... read more
No matter how extraordinary a service you provide, somewhere along the way you will meet difficult customers. We know something about it. Difficult customers are as inevitable as cold and rainy autumn after a nice and warm summer. You just have to deal with it, best by preparing... read more
