Lowering prices may be the traditional method to ensure customer retention, but research shows that the values and practices behind a company may be just as important to...
Businesses that want to venture into the mobile customer service apps space to improve customer contacts face many challenges in getting their customers to actually use these...
Online shopping made speed and convenience the most important aspects of the customer experience. Now that fast delivery and unlimited variety are the norm, customers are...
Airlines are making waves in the American media — and not in a good way. United Airlines made headlines with incidents of banning girls wearing leggings and a poor customer...
Listening to complaining customers and negative feedback all day long can poorly impact any customer service representative. If you don't make an effort to remain positive at...
The Internet of Things continues to change the American landscape, from connected refrigerators that know when your milk expires to sensors that tell factory machines when a...
A customer service nightmare can feel impossible to overcome, particularly when it goes viral or tarnishes your public image. Whether you're dealing with a small-scale snafu or...
Gone are the days when businesses could get away with selling poor-quality products or providing subpar service. The internet gives customers a powerful voice, which they can...
You want to do everything you possibly can to keep your company safe from harm. That includes maintaining a positive sentiment for your company. Part of that effort includes...
The way your company responds to an upset customer can either strengthen or sabotage the relationship. By training service department workers and other customer-facing staff...
In saturated marketplaces, it can be difficult for businesses to gain the competitive edge. Unless your company is fortunate to have proprietary ownership over a specific...
Approaching customer service as a "yes" or "no" situation drives away people who look to your company for fair solutions. Customers know nothing about the politics behind your...
Great customer service doesn't just happen in any organization. It's the role of leadership to build the framework in which customer service is a priority for employees....
Reducing customer effort for your company does several things for your bottom line. That's why your customer service numbers are so important when it comes to measuring how...
Customer service experts gathered in 2017 at the sixth annual Customer Experience Professionals Association Insight Exchange in Phoenix. These experts talked about trends in...
Customer loyalty is hard to earn and easy to lose. Consumers have many choices, and they quickly move on when products and services don't meet their expectations. Customer...
With competitors large and small disrupting almost every industry, smart brands are rethinking the customer experience to earn more market share. Businesses that want to drive...
Understanding the customer experience is a critical component of a successful business. Thanks to the proliferation of big data, companies have even more ways to evaluate how...
Some organizations believe the key to success is pouring more and more money into operations, using new technology and implementing expensive improvements that drive down the...
Customer surveys have been around a while, but their efficacy is still strong. The key is to use the information you collect. Customers want to know their voices are being...
These days, good customer service isn't enough to keep customers loyal and coming back. Today's customer expects consistency from all aspects of a company's customer service...
Chatbots may be the key to delivering fast, consistent customer support, but only if they can win over skeptics. Automation has a bad reputation for adding hurdles to the...
In customer service, a repeat customer is golden. That's because it takes less money and less energy to keep a repeat customer coming back than it does to attract a new one....
Gone are the days when a friendly smile and good prices were all you needed to keep buyers satisfied. Today, meeting customer service expectations is just as important. Social...
A killer knowledge base is essential to a healthy, successful business. With effective company knowledge management, an organization can capture, retain and share information...
Customer feedback is essential for determining how customers feel about your products or services. It also gives you insight into what your competitors do extremely well and...
Thanks to the Internet, social media and feedback requests printed on retail receipts, companies have tons of opportunities to seek answers from consumers. To avoid bombarding...
Customer experience can easily make or break a business, which is why many organizations are beginning to invest in dedicated customer experience management. Here are a few key...
You're likely already familiar with the roles of Chief Executive Officer (CEO), Chief Financial Officer (CFO) and Chief Information Officer (CIO) in a business, but what about...
For many businesses, social media is no longer an optional customer service tool. As more companies jump on the Twitter and Facebook service bandwagon, customers come to expect...
Customercentricity — designing all elements of a company to better serve the customer — can be a transformative business practice. Whether you sell to other businesses or...
Buyer personas have long been a way for businesses to understand customers and make informed marketing, development and sales decisions. With the rapid introduction of personal...
Good customer service blends the efficiency of your staff with convenient technological tools and delivers results that make your customers happy. You don't want to spend too...
Building customer loyalty helps your business on two fronts. First, you have a steady stream of regular sales from a group of people who truly value your products or services....
To retain active customers and attract new ones, businesses must stay on top of the latest customer service trends and commit to providing the best customer service possible....
As the millennial age group grows to become the largest generation both domestically and internationally, it is more important than ever for businesses to implement customer...
Although "customer service" and "customer support" are often used interchangeably, the two terms are definitely different. The primary goal of both customer service and...
One of the most effective customer service strategies relies on gathering client feedback and incorporating it into future actions. Your client base matters, and taking their...
Customer service is the backbone of any organization. Good customer service keeps clients coming back for more, but it only takes one bad experience to send loyal customers to...
A customer intelligent company designs its operations around the customer. Each interaction, from a quick viewing of the website to a service department call, is engineered to...
What do companies such as Virgin Airlines and Ritz-Carlton have in common? Loyal customers. Behind the remarkable customer loyalty these companies experience is a commitment to...
Delivering bad news is an inevitable part of the job for customer service agents, and the language you use can play a big role in how customers receive the information. Certain...
What happens when you decide to take a closer look at the expectations your customers and clients have with regards to your company? Managing customer expectations is one way...
If your company is dismissing negative reviews, it could be detrimental to your success. Customer service strategies drive consumers to either praise your business or publicize...
For modern businesses, great customer service is more important than ever before. After all, with the tap of a screen, customers can share good and bad experiences instantly...
The act of providing good customer service used to be as simple as being helpful and friendly to customers and handling the occasional phone call or visit from an upset or...
When you think customer service, you probably imagine a salesman meeting with clients or a phone representative offering after-the-sale support to a customer. An example that...
Dissatisfaction with customer service is a recurring experience for most consumers, who often feel frustrated by inconsistent and indifferent responses from support staff....
Your firm's marketing plan must focus heavily on its target audience to successfully serve customers and attract new clients. With advanced technology, customer service...
Customer loyalty is the foundation of most strong businesses, and building loyalty requires an excellent customer service team. Your clients' customer service experience is...
Social media can be a godsend for a customer service department. Each conversation is fast, informal and visible to other customers who might be having a similar problem. Like...
Customer satisfaction scores are an often-used key performance indicator for many retailers and brands to gauge how customers view products and enjoy the overall transaction....
Customers and clients have increasing amounts of choice in today's marketplace, and the key elements that attract or retain your customers are great customer service and a bond...
Workers are generally required to act professionally towards all customers, which isn't always easy. Dealing with angry customers is a challenging and sometimes scary aspect of...
Good customer service requires a healthy mix of both hard and soft skills. Operational customer service skills, such as working a cash register or processing a return, are...
Customer expectations continue to increase as technology advances, and business owners must meet these expectations to compete and retain customers. Satisfy customers and...
Instead of calling a hotline or shooting off a quick email, today's customers are likely to contact companies on social media with their questions and complaints. Social media...
Recent trends in customer service point to different ways of doing things that do not necessarily involve having to pick up a phone to call someone at a company. While several...
Companies often experiment with customer service strategies to better meet the needs of their clients while also streamlining internal processes. While tapping into social...
A company is only as good as its customer support team, who should be skilled to masterfully handle service responsibilities as staffers deftly reassure loyal consumers having...
Client engagement is the ultimate goal of customer service, but with the digital age booming, the risk of losing sight of how to better serve customers is slowly becoming a...
The customer experience can make or break your company. While a great experience instills confidence and trust, and keeps customers coming back for more, a negative one can...
Consumers and companies alike believe the future of customer service lies in some kind of self-service solution that streamlines the process of solving a problem. Instead of...
The classic struggle of human versus machine plays out in customer service every single day. As technology makes customer interaction more automated, a self-service customer...
Consumers are attracted to companies and retailers based on products and services, but they are retained and transformed into loyal customers with quality customer service...
Exceptional customer service is the cornerstone to keeping repeat customers and the way to expand your customer base through word-of-mouth advertising. Therefore, you must have...
It's no secret that technology has significantly affected how businesses operate. You know that customer service strategies must embrace social media to better serve your...
With its high-visibility conversations and real-time interactions, Twitter can be a useful tool for customer service. When done correctly, customer service tweets can resolve...
Thanks to the Internet, businesses face a highly competitive online marketplace to try to win customers. This same technology also creates opportunities for companies to add...
Technology trends have significantly impacted customer service strategies. As businesses look ahead, though, the push for self-service and mobile access is driving the...
Dealing with customer complaints is difficult, but negative feedback can actually help your company achieve greater success. Not only can the complaint help you fix a business...
Whether you sit behind a desk and answer phones or stand at the front lines of a counter in a brick-and-mortar store, a customer service career entails a lot of hard work...
The best companies in the world evolve concepts of customer service, price and value into an overall paradigm known as the customer experience. This way of thinking takes into...
The key to gaining a competitive edge in any industry is to treat your customers well. It's no secret that the retention rate of your client base depends heavily on your...
Your customer service staff is the backbone of your business. Make sure your employees have the tools and resources they need to answer consumer questions, supply clients with...
In order to stay competitive, it is essential for companies to tailor their services to their targeted audiences. Customer service strategies must be in line with what your...
The internal dynamics of your company affects the quality of your customer service and how clients perceive your business. Every interaction with your staff gives customers a...
Fortune 500 companies know that good customer service is a cornerstone of a successful business, and their customer-focused strategies prove it. Smaller businesses may have the...
Good customer service never goes out of style, no matter how much the trends for this aspect of your business change over the years. Treating your customers the right way leads...
Businesses must keep up with current trends to provide the best customer service. The service you provide significantly impacts profitability and customer retention. Know how...
Focusing on customer service is an essential tool in growing your business. However, as customers become more demanding, it can be challenging to satisfy every single request....
A key element of successful customer service is to keep the client happy and satisfied. The phrase, "the customer is always right" still rings true, but changes to how...
The millennial generation — people born from around 1982 to 2004 — expect a certain level of customer service when interacting with a business or workplace. These people...
For many businesses, the month of December brings increased traffic and higher sales numbers, along with a tougher workload for customer service employees. Whether you're...
There are many ways to gauge customer satisfaction, from tracking complaints to calculating service scores for each employee. Unfortunately, compiling data takes a lot of time,...
Consumers seek to deal with businesses who are focused on fast and efficient customer service. Your company's growth and success depends on your ability to satisfy, recruit and...
How you phrase a response to a person on the other end of the line may make all the difference when it comes to managing a phone call from a concerned customer. Saying the...
As customers grow increasingly attached to online communication, the age of the service call center is drawing to a close. Instead, many customer service departments are...
Even the most successful companies would be nothing without their customers. In recent years, customer expectations have changed due to technological advances, and many...
In this day and age, many people have come to expect poor customer service from the companies with which they interact. This is unfortunate, as excellent customer service...
Customer service is an important part of any successful business model. If it's good, you retain loyal customers. If it's bad, the negative repercussions can make a serious...
Excellent customer service practices are crucial to any business' success and longevity. As modern technology changes the way customers and businesses interact with each other,...
The first step toward achieving good customer service is realizing that complaint-free transactions do not automatically equal happy customers. Customer complaints are often...
For businesses that seek loyal, long-term buyers, trust is one of the most important parts of the customer relationship. When you create trust, you make customers feel secure...
Over the last 20 years, customer service has expanded beyond the telephone and the written letter. Customers now have many additional communication options if they experience...
A business that invests in providing the best multifaceted service for its customers can maintain the pace of its competitors or exceed them in sales success. Consider how you...
When it comes to customer service, the millennial generation represents an extremely important consumer base. Generally defined as people born between the early 1980s and the...
In an age where social media is a key mode of communication, a single bad customer review can spiral into a customer service nightmare. Despite the risks, however, social media...
Customers, or a lack thereof, make the difference between a successful, thriving company and a failing corporation on the brink of ruin. In order to develop and flourish, any...
Understanding what customers want from the shopping experience is essential for cultivating a booming business that does not stumble in customer service. A business that fails...
Customer expectations have changed rapidly in the past few years, thanks mostly to changes in current technology such as mobile devices, smartphones and near-constant...
Successful executives understand that the three basic things customers want from them is to listen, adapt and deliver. They actively listen to customers and incorporate their...
A key element of buyer needs is quality customer service, and consumers have changing expectations that businesses need to know. Technology has enhanced the way companies can...
Employees are sure to encounter difficult customers from time to time. Consumers are demanding and want premium customer service at all times. Fortunately, you can learn how to...
Contrary to popular belief, there is a keen difference between customer success and customer service. Company representatives have to do more than develop strategies to...
Business owners rely on customer loyalty to prosper and grow within the industry. Clients who are attracted to the products and services you provide and leave each and every...
Poor customer service has the power to turn customers away for good. Many consumers complain about bad customer service at big-name retailers, but small businesses can also...
As more customers take to social media to remark on bad customer service, increasing numbers of companies are making it a priority to say "yes" to the customer. When your...
A successful customer service journey relies heavily on the storyline and plot of a company's branding strategies. Employees must embrace the mission and goals that outline...
Customer service professionals are tasked with the challenge of providing customer resolution while still upholding company policy to the best of their abilities. Research...
Customer service is an essential component of any successful business or organization. While a great customer experience keeps customers coming back and helps drive new sales,...
Customer service continues to evolve, which marks one of the main trends for 2015 throughout many industries that rely on data from consumer interaction. Managers in various...
Investing in customer service is one of the best things that a company can do. Without good customer service, operating a retail environment that consumers love is impossible....
Great customer service is no accident. How an employee or representative treats you depends not only on their company culture and business strategies, but also on how you...
The primary goal of customer service is to attract and retain loyal consumers by providing them with premium care. This goal has not changed over the years, but management...
Highly experienced salespeople understand the fundamental tenets of great customer service. The ugly truth is that poor customer service can be especially damaging to a...
Employee turnover is a serious concern for all business owners, but it is a particularly big issue for the customer service industry. Studies show up to 70 percent of customer...
In the past, the focus on customer service has revolved around attracting new clients through creative marketing strategies. A transition toward retaining customers has...
Customers don't always realize it, but emotions play a key part in their buying experience. Customer service strategies that focus on the emotional side of buying can create a...
Customer service is one of the most crucial aspects of a business. A great service department builds loyalty and delights customers; an ineffective department leaves no...
Even though online shopping has become more popular, many customers still prefer face-to-face or telephone contact for help with customer questions. Companies and...
Six Sigma represents a quality management program that gets companies to a very high standard of quality control. Firms that reach the highest mark of the program have only 3.4...
Great customer service can be hard to accomplish when companies have to please shareholders, support new initiatives, train incoming employees, and maintain products or...
Many companies focus on hiring friendly customer service agents and implementing policies that make the buying experience as pleasant as possible. Unfortunately, supervisors...
Service trends may seem fleeting, but they provide a valuable insight into customers' changing needs and communication styles. In 2015, the newest customer service ideas are...
Providing excellent customer service helps differentiate your brand and makes it easier to stand out in a crowded marketplace. Whether you provide in-person support or deliver...
Companies that sell products and services generally have two basic components to the value delivered to people. The first is the product or service itself. A more intangible...
Customer service is unpredictable in any industry, but it is a necessary practice to attract and retain clients. The purpose of catering to customers is to ensure your company...
Twitter posts present a different opportunity for companies to handle customer service in better ways than traditional methods. Social media websites have direct access to...
Now that many customers use social media tools to connect with others, customer service representatives have many opportunities to deliver social customer support. This type of...
How do your employees handle customer problems and complaints? Many companies train employees to immediately apologize to the customer and then try to solve the customer’s...
Clients and customers seek out customer service that shows a company genuinely cares about their business, their well-being and their satisfaction. Businesses that invest time,...
It's no secret that good customer service strategies retain loyal clients and improve profitability for businesses within any industry. Connections with customers are crucial...
In the age of constant connectivity, customer service is a round-the-clock activity. With a Twitter account, agents can meet your customers on their turf, in real time. By...
Language plays a significant role in customer service. The wrong choice of words can alienate customers or invalidate the entire interaction. By choosing customer service...
When a new customer is greeted by your employees, the first impression can determine if you gain business and retain clients. Companies that evaluate whether their customer...
A loyal customer base is the key to a successful business. Customer retention relies on your employees' ability to build that loyalty with every transaction, product and...
One way firms can provide continuous improvement opportunities, from the CEO down to entry-level positions, is by setting performance standards for customer service —...
Customer service professionals are taught to be empathetic while handing a complaint. Agents who go to great lengths to put themselves in the customer's shoes may find that too...
For your business to thrive and survive, customer service needs to be a priority. Retaining high-value customers is the key to profitability and productivity in all industries....
Each and every customer interaction should leave both the employee and the client satisfied. Answer questions, resolve issues and place orders with customer service and company...
Your growing business has a good problem when you get so many customers that you have too little time to pay attention to individual customer needs like you used to back when...
Listening skills are arguably the most important qualification for customer service professionals. When an agent takes the time to hear out the customer, he can gather all of...
Training is a key element of ensuring your customer service staff is prepared to represent the business on sales calls. Even the best training program may fail to emphasize the...
Tending to customers in a bustling call center can be a difficult job at times. Unfortunately, many customer service representatives find themselves completely stressed out by...
Companies focused on improving customer service strategies are well aware that attracting new clients and satisfying existing clients relies heavily on communication. Customer...
The leader of the National Cable and Telecommunications Association, Michael Powell, spoke out in February 2015 about the unacceptable state of customer service. The...
If your company has several major competitors, the best way to differentiate yourself in a crowded market is to provide excellent customer service. Unfortunately, many customer...
Today, digital services are broadening the customer service landscape in ways never imagined even a decade ago. Huge, over-the-top players, such as Amazon, Google and Facebook,...
At many large companies, customer service departments use a set of scripts to help staff find quick solutions to common problems. Over the course of business, however, you are...
It's no secret that a company's success depends on the satisfaction of customers and clients. Customer service must be a priority to survive and thrive in the business market....
Your customers and clients crave tools that make life easier. Customer service tools should provide convenience, simplicity and satisfaction. Companies who seek to adopt mobile...
It’s important that your customer service representatives know how to handle a variety of situations and are trained to speak properly to your customers. Most people know the...
Customer support for many businesses today is being reshaped by transparency and crowdsourcing because it proves to work as a win-win situation for both customers and...
As the technology has improved, global companies have been turning more to video chat as a means of conducting job interviews, long-distance business meetings and customer...
In the competitive business market, many companies fight to avoid losing their customers to savvy competitors. Studies show that even a small increase in customer retention can...
One of the most important customer service trends in business today talks about customer momentum. No matter how you add up sales figures, revenue, sales per client or dollars...
Solving a customer's issue during a single phone call saves staff time, money and extra effort. Therefore, one phone call per issue increases your company's profits. First call...
Technology changes at a rapid pace, and as it evolves it changes the way that customers communicate with companies. Easier access to needed information has increased consumer’s...
Customer service ideals continually evolve, much like the fast-changing world of retail sales and technology. Gone are the days when consumers tolerate holding for 30 minutes...
Staying on top of shifting trends in the world of customer service is a challenge for even the most dedicated workers. Fortunately, experts in the field are more than willing...
Creating value is the key to success for any business. Value is the benefit that customers gain from using your products or services, and actively striving to create and renew...
In a busy world, businesses are expected to provide some form of customer service 24 hours a day, seven days a week. Your customers are busy, and they don't want to settle for...
It's no secret that customers know what they want, when they want it and how they want it. Companies who employ customer service strategies to decipher consumer needs can...
The new year offers businesses the opportunity to evaluate policies, procedures and practices. Customer service trends should be a top priority when determining sales and...
Good customer service is the hallmark of any company that wishes to keep customers coming back again and again. Customer service skills go beyond just empathy, appreciation and...
Many brands focus heavily on their prices and costs, with the result that they neglect customer experience. However, research shows that customer experience can have huge...
A new year is the ideal time for businesses to investigate customer service trends and evaluate practices that were successful within the past year. Look forward, though, by...
Social media trends continue to drive business decisions and change the marketplace. Early indications for 2015 are that this movement will continue to accelerate. Here are...
Good customer service is an elusive concept to many. For most, the fundamental concepts of excellent customer service are empathy, appreciation and helpfulness. However, just...
Individuals provide customer service based on skills inherent in each person. However, a customer service culture comes from a company-wide statement created by a firm's...
A new year or even a new day provides employees with the opportunity to make a fresh start. Begin a quest for success by focusing on your client base to increase revenue and...
Training your customer service reps to smile when interacting with customers is likely the first thing you teach them. You may not fully understand why a smile should be the...
The journey a customer experiences while navigating your businesses products and services can make or break the potential of repeat service. Catering to customers with a...
Providing excellent customer service is a skill that every company must cultivate to survive. Gone are the days when consumers quietly accepted mistreatment and inconvenience...
The best customer service creates a customer experience that is consistently attentive and positive. Even an occasional long wait or unresponsive staff member is enough to keep...
Companies with vibrant customer support staff continually hone their skills in order to keep customers happy. Firms must, without fail, improve customer service with proper...
If you operate a customer service center, you expect your employees to treat your customers well, to be empathetic and to answer the phone with smiles on their faces. One of...
According to the 2014 customer satisfaction report from Zendesk, the United States is currently in 15th place when it comes to customer service. The U.S. score of 82 percent is...
Building a loyal customer base that grows every years is a challenge for many small business owners. With quality customer service, you can create a strong foundation with...
Improving customer service is vital for any company that regularly deals with the public. Whether you're selling services or retail goods, the way your customer service reps...
Customer service is a crucial component of any organization’s success. If a company fails to provide its customer base with effective assistance, the business is going to...
Businesses that fail to focus on the needs and demands of consumers are often plagued by lousy sales numbers. If you want your business to retain vital profits long-term, your...
Listening to customers is a key part of customer service, but too many businesses still aren't getting this simple part of the process right. Your organization can improve the...
Companies strive to foster great customer service experiences to maintain positive images of their brands but also to keep customers coming back again and again to improve...
Customer loyalty is the lifeblood of every business in every industry. With it, you can withstand almost anything, from economic failures to public-relations scandals. Without...
These days, it can be difficult to achieve the elusive work/life balance. Long hours and overtime are the norm, especially in work-intensive industries such as customer service...
In the age of the Internet, consumers have come to expect instantaneous gratification. For service agents who have trouble meeting modern time constraints, Twitter can be an...
Calling customer service can be a positive experience or a lengthy and annoying process. Taking a look at what goes on behind the scenes can help you understand what goes into...
The future of customer service could see robots taking the places of human workers if the latest innovations in Lowe's stores are successful. Lowe's is introducing robot...
Many companies make the mistake of focusing on price or value instead of the way the customer experiences and perceives the brand. Research shows that the customer experience...
Many consumers have experienced the frustration of working with a customer service agent who refused to budge in seemingly flexible situations. In most cases, the fault lies...
Can robots and mobile apps deliver the same great customer service as human representatives? Some retailers certainly think so, and they are using the new technology to enhance...
Customer service can make or break a business. Great service creates loyal customers, while poor service can damage your reputation irreparably. By understanding what customers...
Beverage giant Starbucks Coffee made headlines in October 2014 by announcing major changes to its dress-code policy. Previously, employees who regularly interacted with...
One of the key phrases often used in sales or retail is "added value." In the case of a hot dog salesperson, that means frying the sausage, adding a bun and offering ketchup or...
Automated customer service does not enjoy a great reputation among consumers; this is at least in part because may people only remember bad experiences with such services....
Customer service can be challenging. It's hard to deal with customers every day, especially as many of them can be unpleasant or downright rude. One bad experience with a...
Customer service metrics are a mystery for many professionals, particularly those that understand the qualitative nature of service. By finding ways to quantify the results of...
Customer service is more than just a smile and friendly attitude. In fact, there is a certain amount of seriousness required, especially if some customers aren’t happy with...
Businesses know customer communication is a key to success across many industries, but a surprising number of companies don't put that knowledge into action. Employees speaking...
Great customer service is one of the most important parts of running a successful business, and today's consumers need mobile and social customer service options. There are...
Customer service is a tough industry. Customer service representatives deal with customers day in and day out, and not all of them are as friendly or as pleasant as the rep...
AT&T plans to launch new customer complaint software that provides real-time data to its customer service employees. The program classifies complaints by location, verbal...
No matter what industry you work in, customer service is a crucial consideration. When you make an effort to keep customers happy, you build loyal relationships that last...
Multichannel marketing is a vital part of business, but so is multichannel customer care. While retailers expect to engage with their audiences across numerous platforms, some...
Self-service is one of the biggest business bywords of the 21st century, yet the self-service trend began in the early 20th century. The idea of allowing customers to walk in,...
Walmart is the biggest retailer in the world and arguably one of the cheapest. If price is everything, why doesn't everyone shop there? Customer service is vital, too. When all...
Treating your customers right is one of the best ways to build loyalty and remain competitive in your industry. All employees, from sales clerks to executives, should focus on...
Since 2002, when Friendster first opened its doors in cyberspace, social media has been changing the way the world acts and interacts. Facebook boasts 1.28 billion monthly...
Customer service is all about keeping customers satisfied. The most effective path to customer service satisfaction is spinning the traditional service model from reactive to...
According to Statistic Brain, social media is the new way that people meet and socialize. The statistics firm reports that as of 2014, there were 1.4 billion Facebook users...
Technology has made so many major advances over the past two decades that affect the way people live, work and interact with the world. The lifestyle of the past seems a...
Today, more and more people are relying on smartphones and mobile devices in their day-to-day lives. This has led to an explosion on the market for mobile apps, with tech-savvy...
In this day and age, tracking consumers and responding well to customers is necessary for strategic business survival. A company that values the customer and takes pride in...
How you handle angry customers can mean the difference between the success or failure of your organization. According to a 2013 survey conducted by ClickSoftware, 89 percent of...
Have you ever wondered why you hear so many more tales of bad customer service than stories of companies going the extra mile for their customers? The effect might not actually...
Customer service isn't what it used to be; customer service also isn't what it should be. Chalk it up to generation gaps, changes of economic climate or even entitled youth...
As a customer service representative, you are bound to encounter an irate, screaming customer from time to time. Whether the customer is wrong or right, it is your job to...
You have probably heard this familiar refrain: “The customer is always right.” However, this is not always the case. Sometimes the customer is wrong, and your customer service...
For companies that use organized service scripts, an off-script call can be confusing and difficult to handle. Without an internal protocol, agents may struggle to find the...
In an environment when one bad customer service call can be recorded and go viral, damaging a company's reputation overnight, it's more important than ever to give top priority...
Customer service is at the heart of any good marketing plan, or so the story goes. Nevertheless, anyone who has done business with the cable giant Comcast knows that good...
Social media has transformed entertainment, communication and daily life, but it also plays an important role in customer service. A customer's negative experience regarding a...
Viral videos are a staple of online entertainment, but that can be bad news for businesses when those videos are recorded to showcase poor customer service. Customer service...
Dealing with bad customers presents a myriad of challenges for business owners. On the one hand, "the customer is always right," as the old adage goes. On the other hand,...
In the past, companies typically created products first and then convinced customers that they needed them. Because corporations controlled the channels through which consumers...
Social media plays a very important role in how a certain company is perceived online and in general. Websites and forums allow customers to inquire, complain and write reviews...
When customers complain, it is natural for a business to go on the defensive. After all, no business wants to be told they are doing something wrong. However, creating a...
The Internet is filled with stories and even news reports of angry customers expressing rage at customer service representatives. Despite the old adage, "the customer is always...
In July of 2014, a recording of a difficult Comcast service call made the rounds on the Internet, racking up millions of viewers in a matter of days. After witnessing Comcast's...
In July 2014, a Comcast customer service rep took a call and did his job a little too zealously, not realizing that within days a recording of the call would go viral. That...
Dealing with bad customers frustrates workers across a wide assortment of industries. From rude retail shoppers to obnoxious corporate clients, curt customers infiltrate every...
When you work in the customer service industry, you’re bound to encounter angry customers. Sometimes the customer is justifiably angry, and sometimes they just might be taking...
Customer analytics are increasingly being used as a tool to improve corporate performance and to satisfy customer needs. These analytics can help companies examine customer...
Customer satisfaction is the best type of advertisement any business can have. When just 1 percent of the customer base becomes unsatisfied, the reputation of the business is...
In July 2014, Comcast customer service suffered further embarrassment and added to its already tarnished reputation when the recording of a call went viral. In the recording, a...
Quality customer service is at the center of many successful businesses. Companies providing the best customer service have high customer loyalty and easily win customers away...
Big companies are no strangers to succeeding at and understanding the importance of great customer service. Companies such as Lowe’s, Samsung, FedEx and State Farm all use...
T-Mobile customers may have been scammed out of millions of dollars, according to the Federal Trade Commission. The regulatory body announced on July 1, 2014, that it would sue...
In an age of online review sites, customer satisfaction is crucial for businesses. With a single click, an unhappy customer can damage a company's reputation. When you are...
Customer service experts understand that escalation is often inevitable. Not all customers will be content with the policies and procedures established by the organization, and...
Customer service representatives have one primary tool — their words. The words they choose have the ability to smooth an interaction with a frazzled customer or help a...
Setting up social media profiles for your business is a smart idea. Social media sites give you a convenient channel for communicating with customers and a way to market your...
Companies thrive or collapse by the level of customer service they provide. From large to small companies, customer retention and feedback mark the longevity and profits of a...
Language plays a powerful role in customer service. The wrong words can sour the mood and turn a customer off; the right words can make customers happy and create brand...
The modern age of technology and interconnection has created new opportunities for workers seeking a lower-stress work environment and greater flexibility in their personal...
An online help desk can make dealing with customers' problems much easier. By facilitating communication between customers and support staff, an online help desk allows...
Whatever line of business you are in, you occasionally meet customers who know (or at least think they know) more about your industry than you do. Although sometimes...
On a resume, numbers stand out to employers in a sea of text, providing solid, memorable facts to hold onto. As a customer service professional, who deals largely with...
Any business that has customers needs staff to provide customer service. That means that there are many customer service jobs available for people who have the skills and the...
Some of the largest companies are extremely successful at customer service. These companies recognize the importance of customer satisfaction and its impact on brand loyalty....
In business, customer service is not limited to the designated department; any employee who has contact with customers is, in effect, a service representative. By developing...
Capturing the attention of the young customer is a tall order for many businesses these days. Younger customers are more technologically advanced, more budget conscious and...
As technology changes the face of buying and selling, customer service has also shifted. Modern businesses, when faced with rising competition and a tough economy, often leave...
The business model for retailers and customer service professionals is constantly evolving. Customers' expectations keep increasing, and it is up to progressive companies to...
The consolidation of communications companies that provide cable television, Internet connections and telephone services appears to be the trend for 2014, based on the several...
Customer service is becoming increasingly important as customers gain buying power with improved economic conditions. The recent announcement of yet another GM recall reflects...
Many consumers have a love-hate relationship with automated systems. Sometimes they're convenient, and other times they're a hassle. For companies, automated email responses...
Google has long been known for its poor customer service. For years, customers have complained about slow response times and ineffective solutions. In May of 2014, however, the...
The Internet has made communicating easier than ever, but this means it's also easier to communicate dissatisfaction with a product or service. Customer reviews are key to any...
Effective customer service is essential for nearly any company to survive. However, exceptions exist to this rule. Comcast Corporation is one of the largest communications...
Phishing scams are getting more sophisticated. In April 2014, some Netflix users who thought they were logging in to the popular video streaming service were taken to a page...
Many catchphrases pepper the customer service industry. "Service with a smile" is everyone's motto. "The customer is always right" is another industry standard. "Thank you" and...
As a customer service professional, your job is to deliver timely solutions to customer problems while maintaining a positive customer experience. While this sounds simple...
An increasing customer demand for company interaction via social media websites has many companies integrating social media into their customer service strategies. Social...
Word-of-mouth advertising has long been the most powerful form of promotion. A personal recommendation can be considerably more effective than all other advertisements and...
Conflicts in the workplace are inevitable when individuals of all ages, backgrounds, levels of experience and personalities come together. Not only is fighting in the workplace...
In the recent past, email was the most advanced form of customer service; however, more and more options have appeared in leaps and bounds, such as online chatting and social...
Customer service has never been one of the Federal government's strong suits. Notoriously lacking the high-energy customer support that often characterizes the private sector,...
Michael Kors is a fashion designer mogul who commands massive worldwide retail sales for his brand. This award-winning style icon increased retail sales by altering his...
The Temkin Experience Survey rates the customer service experiences of 10,000 customers who have recently used the services of 268 companies. Temkin’s survey focuses on the...
If you have Comcast service, the odds are you have received poor customer service at some point. According to a recent Temkin Experience Ratings Survey, Comcast's customer...
From its humble roots in 1901 as a small shoe store, upscale fashion retailer Nordstrom, Inc. is opening stores while other retail companies are shuttering locations and...
Work in a call center can be rewarding and good for your CV, as it helps develop good communication skills, teamwork and patience. Finding a call center job to fit your skills...
Good customer service is what separates great businesses from average ones. Make a great product, then stand behind it by offering professional customer service. That is how a...
Customer service is one of the most neglected aspects of business management. Moreover, according to a 2013 study conducted by Customer Care Measurement and Consulting,...
Customer service professionals are the foundation of any successful business. In a world where competition is tough and the consumer is always right, customer service...
Most often, the only person your customer will come into contact with during a phone call to your business is one of your customer service representatives. Every email, phone...
Getting a cashier job is a great way to use your customer service skills and work with many different people each day. In many cases, the hiring process is more informal for...
The recent merger announced by Time Warner Cable and its rival, Comcast, has come as an unwelcome surprise to some, while others see the move as predictable and opportunistic....
Customer service resume samples are excellent tools to help you formulate the best resume and get the job you want. Your resume can often be seen as a one-way track to the...
If you want to become a customer service manager, you will need some skills that will help you in your new career. While some of these skills can be taught, others are learned...
Customer service used to be about interacting with customers and finding out why they were visiting your store or contacting your company. Now that online customer service is...
Customer referrals are one of the most cost-effective ways to generate new business, especially if you sell services rather than products. Unfortunately, many people do not...
Customer service representatives often learn quickly that certain customer service words can help calm down upset clients. Representatives may build their own selections of...
In many ways, good customer service is its own reward. The pleasure of meeting a customer's needs and getting the job done in a timely manner is one of the perks of working in...
There are an unlimited number of horror stories pertaining to bad customer service across all areas of business. The old adage of the customer always being right no longer...
The rise of automated customer service systems has been one of the most remarked-upon trends of the last several decades. From company managers pitching automation to...
Most companies strive to provide excellent service to customers, and successful companies know that they wouldn't succeed without good customer service departments. But, not...
Whether you're looking for a new customer service job or wanting an opportunity to advance your career, the new year is a great time to start the job search. Focusing on how...
Holiday season customer service is paramount for companies looking to cash in on the high level of retail sales activity that occurs in the final quarter of each year. Many...
Customer service is a hallmark of business, and it's one of the biggest factors when it comes to customer satisfaction. It's surprising, then, that cable companies continue to...
As a customer service professional, you know it's significantly easier to serve satisfied customers than unsatisfied individuals. It's also much easier to function in a...
As the first month of 2014 comes to a close, many businesses are taking steps to integrate customer service tips into their existing procedures. If you're at a loss about where...
The minimum wage debate rages regularly in America, and its effects are felt acutely by the customer service community. Many customer service jobs pay either the federal...
It's no secret that customer service can make or break a company; angry customers are bad for business. According to a recent consumer survey, however, the problem is even more...
Internet retail giant Amazon came out ahead in the latest ForeSee Experience Index with an overall rating of eighty-seven points. That marks a two-point increase in the rating...
For many years, the path to success in customer service call center management was to contract with an overseas offshoring firm to get customer service tasks done at a...
Customer service jobs can be difficult to find, and competition among applicants hoping to land one of the few available customer service jobs is fierce. Putting an action plan...
Your resume is the key that opens doors to opportunities. In today's competitive job market, you have thirty seconds to impress hiring managers and recruiters with your resume....
Providing excellent customer service is never easy, but the holiday season presents special challenges. Customers flock to busy malls and commerce centers to find gifts for...
If speed and convenience are the most important factors of customer service, plans for online retailer Amazon to deploy package-delivery drones should inspire brand loyalty...
No one likes coming last. Unfortunately for Sprint, that's exactly what happened to its ratings on one Consumer Reports survey that asked nearly 60,000 customers about their...
One of the most common complaints about wireless service providers is the poor customer service delivered by some sales associates and tech support workers. Fortunately,...
At any given time, Google has a number of new products it is working on, some with more success than others. For every unsuccessful and shuttered project like Google Wave,...
Is your job search stalled or dead-in-the-water? If you live in a major metropolitan area, like New York or Los Angeles, you may be sending out lots of resumes with little...
If you plan on taking on a CSR career, and especially if you are doing so in the capacity as a member of management, it is so important to understand some of the best ways to...
Mail carriers have traditionally been able to count on having Sundays off, but a new deal between Amazon and the United States Postal Service (USPS) could change that. The...
In October of 2013, the FAA announced that it would relax the rules governing mobile device use on planes. For customer service professionals, particularly those in the airline...
Of all the customer service tips you're likely to come across, perhaps none are as important as this: make the customer's experience with your company a pleasant one. Bad...
I would expect that everyone in a CSR field knows the saying “The customer is always right.” Usually this means always trying to satisfy the customer as best as possible....
Customer service delivery has gone through a lot of changes over the years. It began with face-to-face, personal service in every type of business. It expanded over time...
The holiday season is one of the busiest travel times of the year. Even though travel was down this past Thanksgiving, CNN.com predicted that over 43 million people would be...
A huge driver in any market competition is price, but companies can only bring prices so low before business longevity is put in danger. That's one reason today's businesses...
Back in November, I wrote about the issue of time, in the article entitled “Remember – Time is Money for You and Them,” which took a look at how a recent study found that the...
There are various types of workers out there, but I tend to sum them up into two broad sweeping categories – those who do their job and those who go above and beyond their job...
So you are now a customer service manager? Congratulations! Now what? Let’s look at the perks first: A bigger paycheck, probably a bigger, corner office with a nice view, and...
For decades, the DMV has been the last place anyone would look for customer service tips. This hasn't just been a problem in a few states; the delays, obstructions, and...
For small businesses, Yelp customer service reviews are a big deal. An academic study of Yelp's effect on the restaurant industry in Seattle found that every star in a...
If you do not handle customer service complaints properly, you run the risk of losing loyal customers and attracting negative attention to your company. There is no way to...
Experienced customer service agents encounter a range of customer emotions on a daily basis, from mild irritation to rage. Some of the most difficult types of customer...
A few weeks back, I wrote an article called Can You Actually Listen? which took a brief look at overcoming some of the hindrances to truly listening. As a brief recap, it...
Customer service is a tough job. Your job title may not include those two words, but no matter what your job, every job has a customer service component. You’re either...
Customer service managers and representatives know how much their roles can affect people. Netflix, the popular video service, recently impressed countless users with its...
Tis the season to be…shopping? Businesses are looking for ways to bring more customers into the stores to spend, spend, spend. That’s a great idea for the business and a...
Technology has done so much to make the customer service industry better, but it has still not made it perfect. With better websites, better social network connections and all...
There have been many more service philosophy slogans that have become popular in some CSR circles, and it is good to know and understand them, as each adds a little different...
For many consumers, technology is an integral part of everyday life. Devices from smart phones to tablet computers are changing the way people communicate and look for...
Companies know that in order to attract and keep customers you have to deliver great customer service. Yet when a company does deliver exceptional service, they stand out among...
How much is your time worth? For hourly workers, spending time in customer service is fine. It's what they do until the whistle blows. But for the consumer, time spent with...
You don’t have to look any further than any newspaper, TV news report, or the Internet to find the worst example of customer service. Nothing can match the fiasco that is the...
Gaining customer loyalty in a world of price competition is tough. A CSR manager can approach their job in various ways, and knowing some of the more efficient ways to do so...
Business loves customers. After all, without them, there is no business. If you’re in retail, sales or any other customer-contact business, you want those customers coming in...
Anyone in the CSR industry that is worth their weight in salt will know and understand the importance of properly, truly listening to a customer. Do you have this...
A few years ago, Starbucks CEO Howard Schultz announced that Starbucks would welcome people carrying concealed weapons in states where it was legal to carry concealed. This...
Motivational speaker Zig Zigler once said, “Statistics suggest that when customers complain, business owners and managers ought to get excited about it. The complaining...
When a company looks for customer service representatives, they usually look for someone with a winning personality. They hire smiles. It makes sense, because customer...
When it comes to being a CSR, would you consider yourself a motivated, “engaged” employee? An engaged employee is one who is involved in, enthusiastic about, and committed to...
It's not enough for your customer service strategy to focus on upbeat client interactions and efficient call-center processes. New technology is hitting the market every day,...
Since the advent of the industrial economy, both manufacturers and service providers have found it necessary to maintain a costly customer service department to stay in touch...
The push to raise the minimum wage to $15 made the headlines, with plenty of controversy. Fast food workers, retail, customer service and a variety of minimum wage workers were...
Customer service is fraught with potential for errors. Representatives have to think on their feet and learn from mistakes quickly. Failure to do so can have negative...
When going in for a CSR job interview, if the hiring agent were to ask you for examples of how you would handle an upset and disgruntled customer, how would you answer? Have...
Some customers are easier to deal with than others. They are all, however, a gift to a business since they pay the bills. Make a customer happy, and she will sing your...
Customer service is where the rubber meets the road in business. Nowhere else in the supply network will the people who keep you afloat have such close contact with your...
Customer service applies to external customers who buy products and services. There is another kind of customer service – internal customer service. It has the same purpose,...
When it comes to desiring a career as a CSR, it should be with a goal at not just doing the job, but at becoming an exceptional CSR, and to accomplish that, there are many...
Customer service is more than greeting customers with a smile or being polite to them as some customer service tips would have you believe. It also includes having policies and...
With jobs in short supply everywhere, it's essential that your resume always at its best. Many resume tips focus on generic skills, but there are a few things you can do to...
In recent years, that CSR team has been assisted with various forms of technology, and when used properly, can be a great benefit. The Interactive Voice Response (IVR) system...
Trek makes bicycles. Trek Travel plans bike tours and hires people to be tour guides. What could be better than biking around Europe on great bicycles, seeing the world’s...
Regardless of how long you have worked within the CSR field, there are always new things to learn and since every customer is different, there are always new angles to approach...
Customer service is a common phrase, used in just about every business. It can pertain to actually creating a product that solves a problem or meets a need. Customer service...
Just because a company is making money does not necessarily mean they are making people happy with their service. That is what was discovered in a recent study by Empathica...
Consumer confidence and a stronger job market are a bit like the chicken and the egg. It's impossible to say which one comes first, but it's obvious the two are closely...
Job searching can become frustrating and tiresome. In fact, there are many things about the job search that could be causing you problems without you knowing it. Here are a few...
J.C. Penney has been around since 1902 when it first opened as the Golden Rule Store in Kemmerer, Wyoming. It now has over 1,000 stores, known for filling the retail needs of...
Remember your first day on a new job? Everything was new, exciting. There was so much to take in. First impressions at every turn. Seeing a place for the first time was...
There are so many great and various types of tips that can be given for those desirous of joining the CSR field, many of which I have written on in the past. When it comes to...
Not much has changed in the world of customer service since Harry Selfridge, founder of Selfridge’s department stores coined the phrase, “The customer is always right.” The...
During a job interview, it's common for the potential employer to ask about your reasons for leaving your previous job. For applicants, it's a challenge to come up with a...
For customer service professionals, social media sites offer an easy way to reach out to customers and interact with them on an informal level. If your company uses multiple...
We constantly hear people who say they are looking for a job, and rarely do we hear them say they are looking for a career. Many people have fallen on hard times in the current...
Despite a drop in earnings, Amazon is launching into yet another market to grab its share of customers and revenue. A New York Times article, “Amazon Delivers Hiring Boom,”...
Innovations in communication technology have spurred new customer service trends in recent years. Many companies, especially those that do a significant amount of business...
The CSR is a key position for most every company. CSRs play a critical role as the interface between customer and company, but the position does not always get the just dues it...
At a five-star resort you’d expect the guests to be jet setters, dressed to the nines in the latest fashion, adorned with diamond studded earrings, watches and bracelets. What...
It is always a good idea to examine the ideas and philosophy behind great businesses that have had great success in serving others. July 17 marked the 58th anniversary of the...
Kickstarter has become the go-to funding source for many artists, designers, videographers, and other creative professionals. The company's website, Kickstarter.com, allows...
Almost every career field has its own language. The jargon of your career is great for internal communication with others who speak the same language. However it is important...
So you think your customer service is great and you’ve got lots of happy customers coming through the door and accessing your online stores. You’re making money, making...
Okay, so now you’re fresh out of school, and ready to pound the pavement seeking a career path. Unfortunately, you have never, or rarely ever been to a professional interview,...
If your job search has stalled, it may not be the economy or job market or the lack of new jobs in your area, profession or industry. Entrepreneur magazine reported that...
The United States Postal Service has long had a reputation for long lines and bad customer service, leading some consumers to avoid the post office at all costs. Unfortunately,...
Customer service professionals use information from the American Customer Satisfaction Index to see how well they are doing in terms of providing excellent customer service....
Can customers learn to love their banks? Banks are losing their luster with e-banking sites like PayPal and Google Wallet making banking and completing financial transactions...
Having a great customer service team means building with diversity. The CSR position, unlike some other career fields, tends to be less age biased in practice, because when it...