Developing a Customer Service Vision

When you don’t know where you are going, it is really hard to get there. Delivering exceptional customer service starts with defining a clear and motivating vision of what you want to become. This is referred to as a customer service vision, without it, your employees can’t have a clear direction as to what to do for sure to ensure service standards are met.

How can you reach your destination if you don’t know where you are going?

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Customers Are People, Not Numbers – Shep Hyken

Alot of times service reps  treat customers like numbers or files to be processed, especially in situations when the customer and service rep cannot see each other. They are impersonal and treat you like an account number or file. They respond to you with a less than enthusiastic tone of voice that makes most people wonder if the company actually cares.

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The Customer Service Rep’s Guide to Acronyms

As hard as it may be to believe, the online acronym “LOL”  – laughing out loud, has been around for 25 years. Initially meaning “lots of love” used in letter-writing.

Acronyms are everywhere, and for good purposes: They speed up conversations by eliminating the need to repeat multi-word phrases everyone knows already and they’ve been around for thousands of years.

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The Customer Service Rep's Guide to Acronyms

As hard as it may be to believe, the online acronym “LOL”  – laughing out loud, has been around for 25 years. Initially meaning “lots of love” used in letter-writing.

Acronyms are everywhere, and for good purposes: They speed up conversations by eliminating the need to repeat multi-word phrases everyone knows already and they’ve been around for thousands of years.

Continue reading The Customer Service Rep's Guide to Acronyms

Infographic: Six Mind Blowing Customer Centricity Statistics

A customer-centric company is more than a company that offers good customer service. Apple, Amazon, Ritz Carlton hotel, Jet blue airways and Zappos are prime examples of brands that are customer centric and have spent years creating a culture centred around the customer and their needs.
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Is This The Future Of Online Customer Experience?

Late last month i put up an article The Futuristic Customer Experience about Connie, a robot concierge developed by IBM for Hilton McLean, which draws on domain knowledge from Watson & WayBlazer to enhance location data and make suggestions based on proximity to the hotel, to help hotel guests figure out what to visit, where to dine, and how to find anything at the property.

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Six Customer Service Mistakes

Customer service has become a key driver of customer retention and loyalty as it’s been proven to create more profitable business results. Organizations with foresight now take Customer service very seriously. But the truth is – Even the most customer centric companies make customer service mistakes, this can be as a result of varying causes. The important thing is to recognize these errors & fix them ASAP.

Here are 6 common Customer Service mistakes organizations are making

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Passive Aggressive Behavior in Customer Service

Passive-aggressive behavior is one of the most destructive cancers to an organizational culture that ends up killing a great company, the self-esteem of the individuals working there, and the trust of their customers.

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Infographic: Challenges Facing Customer Support Professionals in 2016

Kayako surveyed a cross-section of customer support professionals early this year to discover what motivates and excites them about their jobs and their challenges in 2016.
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How To Turn An Angry Customer To An Advocate

It doesn’t matter how great your service or products are, and in reality, not all Customers will love you or be satisfied. In fact, many of them may not even like you. On some days you might be referred to in derogatory terms such as – useless, incompetent, fraud, or other unsavory terms. It comes with the job in Customer service (Don’t take it personally).

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