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Explore expert articles on customer service management, training, and tools to enhance your support team’s performance and customer satisfaction.
The biggest competitive advantage that I can offer you is to meet your consumers’ needs better than your competitors, and to know what kind of research tools are available for this mission. Meeting your consumers’ needs isn’t quite simple and you may feel like they want... read more
8 minutes
Jul 11, 2017
When you step into the customer service world, you must go through the customer service training first. During this training, you will learn about a product, a company’s culture and a service that you should provide. If your training is advanced, a manager tells you what... read more
The word automation has soaked up a soiled reputation lately. While it brings the promise of efficiency and time-savings, there are deeper fears associated with the word that we can’t seem to shake. Anxiety builds around the idea that robots will take over our jobs and there’s a... read more
6 minutes
May 16, 2017
Recently Jeff Bezos, Amazon CEO, released his annual letter to shareholders. It's a must-read missive, filled with pearls of management philosophy and leadership lessons from the guy who created the $430 billion juggernaut. Bezos is focused on how to prevent a successful business... read more
When it comes to delivering exceptional service, there’s a big competition among companies. Your products have a great price-quality ratio? That’s great, but is your customer service also that good? If it’s not, you can be sure that most customers who buy a product from you,... read more
The world’s changing faster than ever. When my grandma (born in 1925), wanted to do some fancy shopping, she had to drive 40km to the next big city and then she was shopping for a whole day. She was asking store assistants or other shoppers which product they would recommend and... read more
Being a customer service representative is a huge responsibility. When working in customer service, you are the face of a company. Customers who will think about the company will think about how you treated them and whether you helped them before thinking about the company’s... read more
Enterprise customer service is largely about how many people you can help before the costs become prohibitive. To do it well, you need to forget a bit about the quality of contact and about customers’ contact preferences. You pick what gives you the most answering power. No... read more
In the age of huge online competition, it might be difficult to stand out from the crowd. The companies that win customers’ hearts have a couple of things in common: great quality of their products, their own brand identity, and exceptional customer service. In this post, I’ll... read more
In the last two articles from this series, we’ve discussed pretty big companies. We've already talked about Apple, Netflix and Uber. We’ve touched on Verizon, Comcast and Amazon. But can we go even bigger than that? Today, I’d like to give it a try and discuss Facebook and Google... read more
When talking about customer service, we often look at it from a business perspective. We think how it can improve our relations with customers or how many more sales it can help us close. For businesses, it’s a way to get in touch with customers, help them and get some extra... read more
The “customer is always right” slogan is both: a customer service mantra and a curse. On one hand, it encourages representatives to go above and beyond customers’ expectations. On the other hand, when the customer is not right, reps still have to provide the best possible service... read more
Improving your typing speed is one of the more productive things you can do when working in online customer service. Most of your work involves computer activities like contacting existing or potential customers via email, live chat or social media. All those digital channels are... read more
When you think about your life, you can probably find people who appreciate you at some point. People at work, in your private life, your colleagues or even your tennis teacher. The people who appreciate you, are the ones who say how important you are, how great you do your job,... read more
Customer service is a top priority for any business. And that’s because customer service makes a difference in brand reputation, customer loyalty and revenue. Did you know that 69% of Americans would recommend a company that they had a positive experience with to others? And that... read more
5 minutes
Jun 13, 2016
