Why Your Brand Should Have Good Social Media Presence

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Although social media is relatively recent, we can all agree that it is here to stay, and it has turned itself into a vital part of Customer Service and Marketing. With close to 1.4 billion active daily Facebook users and 645 million registered twitter profiles, not to mention Instagram, LinkedIn and a host of other social media platforms, it has become imperative for brands & companies to have a flexible and interactive social media presence.

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Types of Complaining Customers And How to Handle Their Complaints (Infographic)

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Can you relate?

Customer complaints are inevitable in Customer service, technology might fail, a overlooked issue might rear its head, there’s bound to be one problem or the other.

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Apple Creates a New Twitter General Support Channel

Apple has expanded its presence on Twitter, adding an English-language general support channel — called @AppleSupport — They will be tweeting out tips and tricks, as well as offering to help users with any Apple-related questions they may have.

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Ten Customer Service Skills Employers Look out For Part 1

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A career in Customer Service can be quite rewarding if you go into it with the right attitude and skills. If you’re looking forward to having a career in Customer Service, it’s important that you know what skills employers are going to be looking out when recruiting employees for a customer service role. In this series I’ll share the basic skill sets you have (or acquire), for a rewarding Customer Service career.

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Teach Your Staff How to Listen Actively

Most times companies hire staff, train them on Customer Service and deploy them to the field to carry out their various service functions, without giving appropriate attention to the very essential Customer Service skill of Listening.

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Image credit: www.chicagonow.com

Listening, constitutes a great portion of our interaction with Customers, one would have to listen very actively in order to understand what a Customers really wants. Yet most of the time people confuse ‘hearing’ with ‘listening’ and fail to realize that they have completely different meanings.

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Empathy and Its Role in Complaints Resolution

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Empathy is very important in the business of rendering services, we don’t live in a perfect society, things would go wrong at some point or the other and a Customer is bound to get upset.

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How the Customer’s Experience can Impact Business Results

Alot of people wonder how the Customer’s experience can affect their balance sheets, which is why you sometimes hear;

Forget about good customer service; people buy from those they like

Bruce Tempkin shared this infographic earlier this year (via Linkedin), which clearly shows the correlation between Customer eXperience and business results.

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How the Customer's Experience can Impact Business Results

Alot of people wonder how the Customer’s experience can affect their balance sheets, which is why you sometimes hear;

Forget about good customer service; people buy from those they like

Bruce Tempkin shared this infographic earlier this year (via Linkedin), which clearly shows the correlation between Customer eXperience and business results.

Continue reading How the Customer's Experience can Impact Business Results

Great Internal Customer Service is Profitable

Internal Customer

Customers are not just people who pay for the goods & services you offer, they also include those people whom you work with every day.

An internal Customer is any member of an Organization who relies on assistance from another individual/unit to accomplish his/her job duties.
An example; a personnel who needs the assistance of the HR department to get a vacation, is an internal Customer to the HR department.

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