Categories - Customer Service

Listening v Hearing: How to Defuse Angry Customers

Dealing with angry customers is a (sometimes daily) reality for those working in the retail and customer service industries. Whether it’s in person or over the phone, a customer reacting harshly can easily put a damper on anyone’s day. Worse still is if a situation should arise where this ultimately affects business and money is... Read More

Drive Your Brand To Success With Proactive Customer Support

Mike Schneider of Conversocial points out that, apart from reacting to customers’ suggestions, queries, and complaints, customer service is about anticipating potential problems and addressing them proactively. A 2010 report from Enkata found that leveraging a proactive or preemptive customer service approach can reduce complaints over telephone by as much as 30%, while increasing customer retention... Read More

Whitepaper: How to Add Personality to your Customer Engagement Campaign

To download the whitepaper on customer engagement click here. In 1985, after years of extensive research, Coca-Cola unveiled its newest flavour titled “New Coke“. Despite millions of marketing dollars thrown at the product, it was a resounding failure. Customers did not agree with the change in taste and wanted “Classic Coke” back. Less than 3 months later,... Read More

How to Satisfy your Customers Using the Right Tone of Voice

In 1967, Albert Mehrabian came up with the “7%-38%-55%” rule determining that communication is made up of 3 parts: The actual words you use (7%), The tone of delivery (38%), and The body language accompanying your words (55%). Hence, merely using positive language in conversations (e.g. “thank you”) only has a 7% impact on a customers.... Read More

The Most Effective Websites Say, “Hello and How Can I Help You?”

You’ve poured a ton of effort into driving traffic to your website. You’re tapping into the spectrum of online marketing tactics, and practicing content marketing, social media, search, email marketing and more. New visitors begin to arrive to your website in droves. What happens next?   Should I Stay or Should I Go? Newcomers to... Read More

Infographic: Hiring the Right People for Customer Service

Did you know that 75% of consumers say they have given companies more business because of a history of positive customer service experiences? Any veteran reader of this Blog will immediately understand the importance of providing awesome customer service.  But sometimes poor customer service is not directly the fault of the company or its policies. After all... Read More

Winning the World Cup of Customer Service with Consistent Goals

Soccer is a lot like running a business. Both can generate lots of money, but it can also be painful to watch when your team does poorly. The big difference here is that while in soccer you might get booed off the pitch when you lose in business, you lose actual paying customers. Your customers... Read More

What Businesses Can Learn from Spain’s Early World Cup Exit

What does it take to fall from grace? Just ask the Spanish football team. After being unceremoniously ejected from the 2014 FIFA World Cup, fans of the defending champions were in shock. Although it’s been a few days since Spain’s tika-taka maestros were knocked out, football pundits around the world are still trying to come to grips... Read More

How to Create Raving Fans with Legendary Customer Service

The social media marketing revolution has made us all aware of the importance and value of customer service and feedback.  We know that at any instant, a disgruntled customer or client can blast us on any number of channels, e.g. Facebook, Twitter, Yelp, Foursquare, etc.  These diatribes are typically extremely damaging to a brand, especially... Read More

What Game of Thrones Can Teach Us About Customer Service

Game of Thrones fans understand the importance of power in the Kingdom of Westeros. But, there are also a variety of other characteristics that can help individuals survive in this brutal world. Similarly, in the world of business there are numerous strategies a company can employ to satisfy their customers and grow their organization. With the season... Read More
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