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Explore expert articles on customer service management, training, and tools to enhance your support team’s performance and customer satisfaction.
Being a customer service representative is a huge responsibility. When working in customer service, you are the face of a company. Customers who will think about the company will think about how you treated them and whether you helped them before thinking about the company’s... read more
Enterprise customer service is largely about how many people you can help before the costs become prohibitive. To do it well, you need to forget a bit about the quality of contact and about customers’ contact preferences. You pick what gives you the most answering power. No... read more
During Black Friday and Cyber Monday it was easy to encounter difficult customers who wanted to get their deal “right now,” or didn't believe a product was already out of stock. They probably couldn't hold back what they are thinking about you and your company. Threatening to... read more
In the age of huge online competition, it might be difficult to stand out from the crowd. The companies that win customers’ hearts have a couple of things in common: great quality of their products, their own brand identity, and exceptional customer service. In this post, I’ll... read more
In the last two articles from this series, we’ve discussed pretty big companies. We've already talked about Apple, Netflix and Uber. We’ve touched on Verizon, Comcast and Amazon. But can we go even bigger than that? Today, I’d like to give it a try and discuss Facebook and Google... read more
If your customers have time, you are lucky but unfortunately they normally don’t have that. As a service provider you have to manage the little time you get to interact with customers to convey the pros of your services. According to a recent report by CFI group, customers are... read more
When talking about customer service, we often look at it from a business perspective. We think how it can improve our relations with customers or how many more sales it can help us close. For businesses, it’s a way to get in touch with customers, help them and get some extra... read more
Jack was indeed in a mess when he reached the customer care agent, seeking help to complete an online transaction that was held without any clear sort of a reason. The agents who spoke to him was not of a great help either as he spoke a language that was totally out of the way... read more
The “customer is always right” slogan is both: a customer service mantra and a curse. On one hand, it encourages representatives to go above and beyond customers’ expectations. On the other hand, when the customer is not right, reps still have to provide the best possible service... read more
Improving your typing speed is one of the more productive things you can do when working in online customer service. Most of your work involves computer activities like contacting existing or potential customers via email, live chat or social media. All those digital channels are... read more
Artificial intelligence has always been a hot topic. The problem of creating a machine that can think, make its own decisions and at the same time lacks human limitations, has always aroused controversies. Why? Because what is the artificial intelligence, what do we know about... read more
Jack was in the nearby food store and he faced some problems while making a transaction on the service counter. He was clueless, why his credit card was not working, whereas the very previous day, he had made a transaction using the same card. He reached out to the customer care... read more
In this week’s article on big customer service, we take a closer look at support done on a really big scale. We have three companies lined up that definitely fit this bill: Amazon, a one-stop shopping destination for thousands of customers around the globe, along with two huge... read more
Looking to bigger brands for advice and know-how is a pretty good idea when you’re trying to improve your customer service. The tech giants sunk millions of dollars to find out what works best and what doesn’t work at all. You can make the smart move and use the methods they... 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
