Inspiration is a driving force of your customer support department. When new employees come on board they feel inspired and inspiration is guiding them. In this case the outcome is incredible. However, when you notice the team gets exhausted and you need constantly keep them motivated, stop and rethink your strategy. Motivation is not the same as inspiration. Moreover, it is quite difficult to keep that state of inspiration your team has had at the beginning. So how to deal with this? Consider trying different strategies to inspire your customer support department and get better performance. Read More »How to Inspire Your Customer Support Department for Better Performance
Your customer service representatives are your company’s face and voice. So the job they do should be superior and of the highest quality. Otherwise, your customers will feel that there is something wrong and will think twice before doing business with you. Happy employees are equal to happy customers.
However, sometimes they start out excited to help others, but after a few months that initial enthusiasm vanishes. There are lots of reasons why this happens. Here are some of them: Read More »7 Proven Ways to Motivate Customer Service Representatives
Lets first of all define the difference between customer experience and customer service. While customer service just covers communication with customers, customer experience refers to the sum of every interaction a customer has with a business. If you provide excellent customer service, this does not mean your customers will be happy and totally satisfied while interacting with your company. There lots of factors that impact this and cannot be ignored while developing your company customer experience strategy. Here they are: Read More »5 Tips for Building your Customer Experience Strategy in your Company
Any negative feedback can be turned into positive and can give a good advantage for your business. When your customers leave a review they want to express what they liked or what they didn’t. Negative feedback shows you where you need to improve and in future will let you win more customers and provide better service than your competitors. It contains too much information to be ignored. However, you need to learn how to filter the junk data from the good data in order to improve. Read More »5 Ways Negative Feedback Can Lead to Great Success in Customer Service
Whatever you say or write will make or break the customer service experience. Not much is needed to start a conflict. However, it may take too much effort to defuse it. Instead of devolving a conversation into shouting and arguing, you can have a fruitful discussion and win loyal customers who will become your brand advocates. Would you like to know how? Here are 10 defusing phrases that will help to avoid conflicts, win more loyal customers and brand advocates. Read More »Customer Service Survival Cheat Sheet: 10 Phrases that Defuse Any Conflict with a Client
According to Esteban Kolsky, if the customers are not satisfied, 13% of them will tell to 15 or even more people that they are unhappy. On the other hand, 72% of customers will share a positive experience with 6 or more people. However, there are still lots of customers who remain silent and do not share any negative feedback. This, in turn, prevents businesses from improving their customer service level.
We need to be careful with what we say and what we do not say. Right or wrong, many customer service agents don’t even know when they say a word or use a tone that may offend. Even professionals overlook phrases that can potentially turn off customers. Here are 12 phrases you should never say to customers: Read More »12 Phrases to Avoid in Customer Service
Customer service offers companies a competitive advantage that cannot be copied or reproduced. Customers get attracted by unique customer service culture and this becomes in most cases more important than quality or price. Even if your products are of super high quality, but you do not care about your customers, they will sooner or later switch to competition.
Nowadays customer service agents handle not only customer service requests, they are customer advocates. The gap between customer service reps of the past and modern specialists grows wider and wider. This is no longer an entry-level position. Today this is an opportunity to build a career in any company, no matter how big and famous it is. Read More »5 Customer Service Training Tips
Customer service jobs are often a good start of a career. They are a foot in the door to higher-paying jobs in all industries. However, for some customer service jobs a single desire to become a customer service agent is not enough. They require technical expertise, college education and various soft skills.
In this blog post we will describe most popular customer service jobs as well as hard and soft skills required for them. However, no matter what is the position or industry, the most important customer service skills are patience, self control and ability to listen and communicate. Read More »I Want to be a Customer Service Agent
Customers get rude or angry for various reasons. However, if you are in business to serve your customers, you may face different challenges and need to learn how to deal with angry customers. The way you respond can make the difference between the customer who will get the resolution or the one, who will never deal with you and leave a negative feedback. Read More »How to Deal with Angry Customers on Live Chat
No business can survive without customers. Thus high quality of customer service is as important as high quality of the products you provide. It’s obvious that failing your customers, no matter how difficult they are, can lose your company a great deal of business.
However, sometimes we deal with customers who act like they were sent from hell and their main purpose is to make customer service team frustrated, worked up and empty. As a customer service manager I have been dealing with angry customers for many years. They don’t want to act like that, but due to some circumstances they do this. Let’s find out why! Read More »4 Types of Angry Customers and How to Help Them