Why Customer Service Scripting IS Necessary

There has always been a debate on whether customer service scripting will make customer service representatives sound too mechanical and less spontaneous. A recent...

But Can I Trust You?

I can’t guess how many times I’ve written about trust over the past ten years. I’ve talked about the importance of the know •...

6 Ways to Think Outside the Box for Customer Service

Small business owners have to be mindful of their customers. If they provide poor customer service, they will lose valuable business. If they neglect...

Become a Consumer Customer Service Expert

​Customer service failures have captured the headlines in 2017. As such, companies are becoming ever more aware of how their brand reputation is linked...

The Importance of Instant Gratification in Customer Service

We live in a world where we expect almost instant gratification in most things. Whether it’s social media feedback, sandwich delivery, or an Amazon Prime...

Customer Service Insights: Satisfied is Worse Than Unsatisfied

How are you tracking customer satisfaction levels with your customers? Are you asking whether they are satisfied? If so, you are probably not getting...

How to Thank Customers for Their Business

Customers are the backbone of your small business; without them, your business would cease to exist. This is why customer acquisition is crucial, as...

3 Simple Steps to Help You Win the Customer Service Race

Excellent customer service is a hot commodity in today’s challenging economic environment. Your customer relations are truly your only sustainable competitive advantage for growth...

4 Keys to Understanding and Leveraging Customer Panel Surveys

See if you’ve received any requests that sound like this: We want to give you the chance to play a role in helping us develop...

Don’t Let Valued Customers Be the Last to Know

A restaurant in my town closed its doors the other day completely unannounced. Without even a hint that things weren’t going well. In fact,...

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