Dealing with angry and disappointed customers is part of any customer service workflow. Not always customers are happy and satisfied. Sometimes we have to face frustration and disappointment. What to say to angry customers and how to deal with them should know any customer support agent. This skill is must have for any person who works in customer service. In this blog post I would like to share most powerful words and phrases which will help to deal with angry customers and defuse any conflict. […]
Customer analytics are essential for improving customer experience across all channels. If your goal is to approach your business from a customer-centric perspective you need to know who your customers are, what they do on your website, where they experience issues ad what kind of content they expect to see. No matter how good your customer service is, you should constantly improve it. Customer analytics will give you insight into the customer experience and help to improve it based on various customer data. The following facts will explain why customer analytics really matter. […]
If your customers were not satisfied with the customer service provided they will unlikely return. Moreover, they can spread the word among their friends about your brand’s failure. It is not always necessary to attract your customers by offering them various bells and whistles. Instead, you can win their loyalty with help of awesome and memorable customer experience. However, the way to it is rocky and full of obstacles. Even one negative experience will be enough to spoil your brand reputation. In this blog post I would like to tell about most popular customer service mistakes brands make and how to avoid them. […]
Providing positive retail customer service is vital today. This will not only help you stand out from the competition but also attract new customers who came to you because of positive reviews or word of the mouth.
Definitely customers expect quick, accurate and efficient retail customer service. However, they also want to get positive human approach no matter where they purchase – online or in-store. Today customer service has become a key differentiator for many businesses who decided to invest in improving customer experience. Their customers stay with them and demonstrate loyalty not only by making repeat purchases but also by sharing positive reviews.
2018 has been productive and successful for those companies that made customer service their main priority and invested in it. According to Aberdeen there is a 92% retention among companies with a well-crafted customer service approach. Personalization is the key to success. Each customer interaction should be positive, genuine and focused on treating each engagement as a unique conversation. Customer service will remain a top priority for businesses in 2019.
Not always poor customer service leads to customer complaints. There can be other issues behind this. In fact, according to NewVoiceMedia faced with poor customer service
- 39% of respondents indicated they’d never use the offending company again
- 37% would change suppliers
- 36% would write a complaint email/letter […]
There is no need to wait for your customers to ask for help. On the contrary, you can start assisting them right away when they start their journey. By making customer experience as easy and convenient as possible you will not only increase your customer satisfaction rate, but will also win more loyal customers. This in turn will boost your sales and attract new prospects. […]
With Christmas just around the corner it is time to prepare your customer service team for the busiest shopping season of the year. Though Christmas is the time of miracles and wonderful holiday spirit, it may become a nightmare for retailers and customers searching for special gifts. Shep Hyken shared a wonderful Christmas story about really special customer experience an elderly woman had had. It may inspire you to rethink your customer support strategy and focus on your customers. Our Christmas customer service tips will help you with this. […]
There are no exact instructions for building successful customer support department. However, without a strategy things may fall apart when you do not expect this. In this blog post I would like to tell you about main blocks you need to build when you start your customer support department from scratch or reorganize an existing one. They will help to create a solid foundation for successful development. […]
When Holidays are coming, the number of customers who actively search for discounts and holiday offers increases. If you want to succeed you need to get ready and prepare a customer service strategy for your business. For e-commerce this is the busiest season of the year and the chance to win lots of new customers. Why not to meet it with joy in heart and plan in place? Our customer service tips for e-commerce will help to get ready for this special time of the year. […]