6 Ways to Establish a Winning Customer Service Culture – Tal Shnall

A service culture is a true competitive asset. Not necessarily in the accounting definition, but a form of human potential. A toxic culture and negative customer experience can be a liability for any business. Leaders must be intentional about establishing a service culture. Often times when I speak with new clients, I encounter several slogans and good intentions to turn a company culture around. Continue reading 6 Ways to Establish a Winning Customer Service Culture – Tal Shnall

How To Deliver Great Service During The Holiday Season

Anyone who works in customer service knows the job gets a lot more hectic as the holidays approach. Big holidays like Christmas are usually accompanied by an increase in the numbers of customers who patronize a business. This is especially true for industries like Retail & Hospitality, but despite the surge in the number of customers, a business is expected to maintain a consistent and satisfactory level of service all year round.  Continue reading How To Deliver Great Service During The Holiday Season

The Power of Speech Analytics in Improving Customer Experience (CX)

In the last two decades, the call center industry has dramatically evolved.  Gone are the days, when the call center infrastructure was equated to a sweatshop, a room full of agents dialing and receiving calls. Today, call centers are referred as contact centers and have transformed into engagement and customer experience (CX) hubs. Continue reading The Power of Speech Analytics in Improving Customer Experience (CX)

Setting Customer Expectations Is Important – 4 Tips For Doing It Right

Lots of businesses today do not put much thought into setting realistic customer expectations, they focus on aggressively hyping marketing their products to draw in prospects. While this strategy might work in the short term, the business will eventually be unable to meet the unrealistic expectations customers have, and this would lead to disappointment and conflict between customers and employees. Setting customer expectations early-on is a good way to build trust and retain customers in the long term. Continue reading Setting Customer Expectations Is Important – 4 Tips For Doing It Right

Five Ways To Achieve Customer Excellence – Tal Shnall

Every business understands that giving excellent service is the key to long-term success. However, it seems to me that few businesses actually deliver consistent, exceptional customer service. Many business leaders know it’s critical and want to build a pipeline of new clients, but somewhere it falls short of this goal. Continue reading Five Ways To Achieve Customer Excellence – Tal Shnall

10 Things You Should Never Say To Angry Customers [Infographic]

If you work in customer service or sales it is inevitable that you would have to deal with angry customers from time to time. Handling angry customers is more of an art than a science. It requires a great degree of thinking on your feet, emotional intelligence, empathy, and humility. It also entails saying the right things. Continue reading 10 Things You Should Never Say To Angry Customers [Infographic]

5 Ways Your Business Will Benefit From Chatbots

A chatbot is a program that can have a conversation with a person using rules and AI to simulate a human-like interaction with users. Put simply a chatbot is a program that can have a conversation with you using certain rules earlier defined by the programmer. Chatbots have become increasingly popular in the last couple of years, already they are changing the way brands engage with customers. The combination of 24/7 availability and near real-time response makes Chatbots a powerful support tool. These are just one of the many ways your business will benefit from chatbots. Continue reading 5 Ways Your Business Will Benefit From Chatbots

The Apple Guide To Recruiting The Right People

One of my favorite Walt Disney quotes says “You can dream, design and build the most wonderful place in the world, but it requires people to make the dream a reality”. That couldn’t be truer in the business world today, where customers know they deserve to be treated well and given value for money or they can easily switch to competition, who can be halfway around the world with the click of a mouse.  Continue reading The Apple Guide To Recruiting The Right People

8 Signs of Unengaged Service Employees To Watch Out For

Customer service is a tedious career, your customer service team have to absorb a lot of negative energy and also act friendly while taking the hit, most of which would come from customers angry who don’t care whose fault the problem is. Being a customer-centric manager, you should not only be able to quickly spot signs of unengaged service employees but also, know how you can improve engagement and the productivity of your team.  Continue reading 8 Signs of Unengaged Service Employees To Watch Out For

5 Easy-to-Master Tips To Calm an Angry Customer By Hannah Karanja

If you are in customer service, chances are, at one time or another, you will have to deal with an angry customer.  I wish I could guarantee you that this will never happen but unfortunately, I can’t. Angry customers are just the reality of life. (If you’ve worked in customer service and have never had to deal with an angry customer, give yourself a big pat on the back…). Continue reading 5 Easy-to-Master Tips To Calm an Angry Customer By Hannah Karanja