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Business success depends on strong communication. In customer service, this is especially true. When reflecting on the importance of customer service experiences, recent studies have revealed their direct impact on a business’s customer retention and profits. The result of a good customer experience: 7 out of 10 consumers are willing to spend more money with a […]
Time management is the ability to use one’s time effectively or productively, especially at work. But this is easier said than done. There are a lot of things competing for our time and attention every minute as business owners and customer service professionals.
Think about this: Amazon, Uber, Zoom, and Tesla Motors, what do these brands have in common? They were each, not the first to do what they do, but they did the consumers’ job better than their competitors. And, they consistently give their customers the best service experience they deserve. They are all disruptors. Walmart disrupted […]
Bosses are the most misunderstood persons on earth! Even when they mean well, their actions and inactions affect company morale and productivity more than anything else. Now, not everyone knows how to be a great boss. But we all have stories to share of enduring a bad one. Employees go to work and want to […]
The race to make money is more heated than ever as a direct response to the economic crisis caused by the Covid-19 lockdown last year. Corporations and SMEs seem to be more concerned with ROI than customer satisfaction, and the old argument between ethics and profits has become a daily struggle for managers. Ethics […]
It’s not that hard to notice when you’re dealing with a customer support rep who is less than sincere. Some people can fake sincerity, at least for a short time. Eventually the effort and pressure to be someone that they’re not will catch up with them, and can manifest itself in potentially angry behavior. That’s why some employees lose their […]
There is no way we can deny that social media is a part of our lives in this age. Service excellence cannot be achieved in the short-term, nor can you ever truly say that you have ‘achieved’ excellence because it’s a journey not a destination; the quest for excellence will mean that you are constantly […]
This sounds like an obvious point but service excellence demands that you first know your customers’ needs and expectations better than anyone else. Yes, some common needs are obvious, but needs by segment are less so. Even harder to discern are individual needs, but if you are serious about excellence then at the very least […]
If you deliver poor customer service instead of first class, you will lose money. According to Customer Engagement Index by [24]7 almost half of consumers will stop shopping with a company and move to a competitor within one day of having poor customer service. In order to provide good customer service, you need to know what you’re selling, […]
When we talk about a customer service perception being a fact, we mean, a marketing concept that encompasses a customer’s impression, awareness and/or consciousness about a company or its offerings. Simply put, customer perception is what your customers and potential customers think of your organization. This is affected by advertising, reviews, public relations, social media, personal experiences and other channels. Consumers don’t […]