What Makes Customer Service Interactions Good or Bad in the Eyes of the Customer?

An April 2013 Customer Service Study by Dimensional Research pinpointed what makes customers of mid-sized companies happy and what leaves them in dismay. This is the first in a series of blog posts about the important results of this study.

Why Do You Lose Customers?

You need to know what you’re doing right, but you should also know what you’re doing wrong; that’s the only way you can ever improve. A valuable resource is your ex-customers. Find out why they left and what you can do to resolve their concerns and problems they see.

Why Good Customer Service Isn’t Enough

You might think that your business has “pretty good” customer service. Congratulations! That's a whole lot better than having “pretty bad” customer service. But...

Personality Matters: 3 Traits for Call Center Agents

Call centers have consistently high turnover rates. Turnover rates as high as 20 percent are considered “low,” and some call centers even have the distinction of...

Humanizing Your Customer Service

Customer service gives your company an opportunity to build a strong relationship with customers at a critical point. If they’re calling for help, then they’re likely frustrated. All too often, customers are greeted by “customer service robots.” Everyone's familiar with this type of representative.

A Bad Customer Service Example Set by a Manager

Learning experiences are everywhere, and in customer service, you can learn from the bad experiences as well as the good. I had a bad experience the other night, while having dinner at a favorite restaurant.

Designing a Customer Experience That Drives Results

Good customer service is not good enough. Everyone boasts good customer service, but everyone doesn’t deliver memorable and targeted customer experiences. In my experience as...

5 Keys to Improving Customer Satisfaction and Loyalty

Acquiring a customer costs your business money. Every time you neglect a customer who has purchased a product or paid for a service, you...

Competency Builds Trust

Relationships are built on trust. And trust, in turn, is built on competency. You can build trust—and then relationships—with customers by highlighting your knowledge and skill in your industry. Showcasing your expertise demonstrates how much you have to offer to customers.

3 Hidden Benefits of High-Quality Customer Satisfaction

With every field of business getting increasingly more competitive, focusing entirely on advertising tools to attract customers has become ineffective. Customer service is often...

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