Archive for 'Customer Service'

November 23rd, 2017 | Customer Service | Isabella Steele

Introduction Oops, your company did it again. A computer glitch double charged a customer. A product got horribly mangled in shipment. Your website was hard to navigate. An under-experienced customer service rep treated a customer badly and failed to provide a much-needed solution. What do each of these situations have in common? For starters, each…

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November 17th, 2017 | Customer Service | Isabella Steele

Introduction Imagine that you’re in a situation where you are chatting with someone – maybe a customer, a friend, a relative, or a boss – and the air is getting tense. Your discussion escalates, and that person who you were once having a civil conversation with is raising their voice to you, and displaying signs…

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October 18th, 2017 | Customer Service | Carla Jerez

“Opportunities are like sunrises. If you wait too long, you miss them.” – William Arthur Ward You’ve probably noticed that customers hate waiting, whether it’s in person, online or on the phone. This frustration can actually do real damage to your bottom line: according to a study conducted in the U.K., 41% of shoppers have…

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September 21st, 2017 | Customer Service | Isabella Steele

Introduction “Your most unhappy customers are your greatest source of learning.” – Bill Gates Dealing with an angry customer is an unpleasant situation at best – at worst, it can turn a good day upside-down, or make a bad day get worse. But, like how nurses often have to care for angry patients and speak…

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July 26th, 2017 | Customer Service | Isabella Steele

“An objection and ‘no’ are two different things.” You’ve just made the greatest pitch to a prospective client. The rush of the possibility and anticipation of the sale has you bright-eyed and excited. The customer seems interested in your product, and the chemistry between you two is flowing like no other. Then, out of the…

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July 13th, 2017 | Customer Service | Isabella Steele

Humor is a multi-billion-dollar industry, saturated with actors, stand-up comedians, humor authors, cartoon artists, filmmakers, comedy writers, late-night TV hosts and more. A “sense of humor” is something we actively seek in a partner, and in our closest friends. Our favorite people, characters, and memories are often the ones that make us laugh. Why is…

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May 24th, 2017 | Customer Service | Lin Parkin

Have you ever been in a situation where you’re speaking with a perfect stranger who uses your first name way too much during the conversation? Most of us have, and it is cringe-worthy. It rarely happens in face-to-face interactions though. It’s much more likely that you’ve experienced it on the other end of a telemarketing…

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May 4th, 2017 | Customer Service | Lin Parkin

As a customer service representative, your work days are often spent handling complaints and resolving issues for customers. Despite that, or perhaps because of it, you likely strive to deliver an exceptional customer experience with every interaction you have. But how can you ensure that you’re delivering top-notch customer service? Ultimately, good customer service is…

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April 29th, 2017 | Customer Service | Lin Parkin

Providing outstanding customer service is, or at least should be, at the heart of any business mission statement. However, many organizations fail to recognize that the path leading them there is by focusing on the happiness of internal customers first. You might be asking yourself, what exactly is an “internal customer?” People tend to think…

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April 21st, 2017 | Customer Service | Lin Parkin

In the customer service industry, we often read about going the extra mile to not only meet but exceed customer expectations. There are many reasons to make that a goal, and we’ll talk more about that a little later. However, to get there, you must first understand what your customers want and need and what…

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