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Customer Service

Purposeful Customer Service

| Shep Hyken
When it comes to customer service, hope is not a strategy. Customer service must be purposeful. You can hire the nicest people in the world, but you still must give them direction, teach the best practices, and continue to reinforce your customer service strategy so that employees are continuously reminded and motivated on what and how to deliver your brand of customer service.

Long Forgotten? Use Customer Service Skills to Stir Old Accounts Back to Life

| Ron Kaufman
When accounts go quiet, don’t assume the customer is going away. Use excellent customer service skills to find out what is going on. They may be waiting, occupied with something else, or have simply forgotten where you are or how to reach you! One effort at reactivation can make the difference between a customer who comes once and disappears forever, and a customer who comes once, is invited back and stays with you forever.

5 Irrefutable Customer Service Truths

| Teresa Allen
Customer service is essential for the success of any organization. Here are five of the most critical success factors in any customer service organization.

8 Ways to Improve Customer Satisfaction

| Ron Kaufman
Want to improve customer satisfaction? Be sure you know the best ways to make it happen! Here are eight proven ways to improve customer satisfaction by finding out what they value, what they care about, and what they really want.

3 Steps for Evaluating Your Service

| Teresa Allen
Your ability to build customer service success must begin with an honest self exam of how you are doing right now. These three steps will give you a snapshot of where you are and where you need to improve in the months and years to come!

Five Steps to Managing Complaints on Social Media

| Shep Hyken
Social media is a customer service tool that has great potential beyond what most companies are currently using. Outlets such as Facebook and Twitter offer the opportunity for companies to enhance the customer service experience by posting value-added content. Often, however, their only involvement is to monitor what customers are saying about them on social media.

Always Keep Your Promises

| Matt Tarkenton
To develop a strong brand, you have to get customers to know your value proposition. They should know what makes you different from your competitors. But it’s not enough for them to just know what you say makes you different; they should know from seeing you fulfill your promises.

What Is Customer Service Really About?

| Edwin Bevens

Strong customer service is a valuable asset for a business creating a great customer experience. But how do you measure great customer service? A new suggestion is called Customer Effort Score, measuring how easy it is for customers to solve problems with your business.

Increasing Customer Loyalty

| Harry Kierbow

Increasing customer loyalty is a great strategy, because getting your existing customers to come back more often to buy more will help your sales just as much as getting new customers, and it’s a lot cheaper. Here are a few specific things to keep in mind to increase customer loyalty.

Why Do You Lose Customers?

| Harry Kierbow

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.

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