Great customer service isn’t just about one thing. It takes a combination of things, covering all different aspects of your organization, to deliver that amazing experience every time. While the exact mix might be a little different from one organization to the next, there are some common ingredients that you have to get right if […]
Shep Hyken
Customer Service is Not a Cost Center
There’s often a temptation to think of customer service as a cost…the cost of spending time talking with customers, the cost of providing extra service, the cost of providing feedback channels. But if you’re really doing it right, customer service should not be seen as a cost center. It should pay for itself, and then […]
Feel Like You’re Down to Your Last Customer? Try This.
What would you do if you were down to your last customer? Maybe you’ve been losing customers, either to a competitor or to a general economic downturn. Or maybe you’re just starting and only have one customer. Either way, what are you doing to create a powerful customer experience and keep that customer? And on […]
The Difference Between Mediocre and Great in Customer Service
Paying attention to small details can be what makes the difference between a great service experience and a mediocre one. When you observe your customers and pick up on the subtle cues and messages—both words and body language, things said and things unsaid—you can take advantage of the moment to deliver a better customer experience. […]
Do You Offer Customer Friendly Prices?
Do you offer customer-friendly pricing? Or, are your customers surprised to find that fees, surcharges or other costs have been added to their bill and that their total cost is more than they expected? When this happens, customers can end up feeling like they are being taken advantage of. I was once that customer when […]
An Opportunity to Walk in the Customer Support Center’s Shoes
Even if it’s not a full-time practice like Olark, consider giving all employees the opportunity to handle some of the customer support. It could help everyone understand just how important their roles and responsibilities are to the customer experience.
Customer Service May Rule, But Rules in Customer Service Don’t
Even while on vacation with my family, I can’t help but take note of the customer service—or lack thereof. One resort employee denied a simple request using one of my least favorite phrases:
Customer Service Journey Map Can Lead to Instant Gratification
The idea of providing instant gratification throughout the customer experience is a concept that evolved from a conversation I had with Frank Jacobs, the founder and CEO of Falcon Products, a company that makes table bases.
Turn Angry Customers into Customer Evangelists
No matter my level of expertise in customer service, I’m amazed that there’s always something new to learn and to try. Companies are always finding new ways and coming up with new ideas to amaze their customers.
Customer Service Strategy: Deliver Value with Time
Have you ever arrived for a lunch date with a friend only to have that friend show up 20 minutes late? Did you enjoy those minutes, sitting alone, studying the menu and looking around?
