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Customer Satisfaction Scores Up 20%
We got great news today. Ascom TEMS (formerly Ericsson) had CSAT scores of 3.5 on a 5 point scale in their technical support group. They wanted their reps to better understand caller needs, properly...
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The Experience is the Brand (Part 1)
Your reputation is based on your customer's experience. Fixing or preventing problems is half of the service equation; communicating with customers is the other half. Customer service is as important,...
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Technology—Boon or Bane?
Photo courtesy of haikugirlOz I love technology and its many promises but sometimes I wonder: Is it really a boon to my work or is something closer to the bane of my existence? I'm an early adopter....
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Help…Is Anyone Listening?
Have you ever felt like you weren't being listened to? If so, you know how frustrating it can be. Recently my husband reordered a pair of shoes and the company sent the wrong size. I called customer...
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Is Customer Effort the Next Customer Experience Metric?
"Stop Trying to Delight Your Customers" arrived in my inbox and unleashed an immediate flurry of calls, emails and ideas among our merry Impact band — social learning at its best. The gist of the...
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Email Training: Will Online Skills Increase Customer Satisfaction?
My dad recently booked a flight online and couldn’t figure out how to choose his seat assignment. Every time he went to click on a seat, the site prompted him to pay more money. It didn’t matter what...
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Customer Experience Expectations Have Changed in our Always-Connected World
Photo credit: Mira Hartford Every business has customers. Well, at least every successful business. If someone walked into your store to ask you a question, would you tell them that you just didn't...
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Western Kentucky University Learns New Chat Skills
Congratulations to Charles Plemons, Helpdesk Coordinator in Technical Support Services, and his team at Western Kentucky University (WKU) for introducing chat support, a new initiative with positive...
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Is There an App for That? Tailoring Customer Service for Mobile Devices
Did you hear? You can get whatever you want, whenever you want it – wherever you are! The ever increasing popularity of smart phones and tablets is putting increasing pressure on service and support...
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Tips For Writing Professional Emails
How was life before email? Among other things – incredibly slow! And formal. With a smartphone permanently attached to one hand we are always connected and only a push notification away from getting...
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Q and A: Benefits of Social Customer Service
The ability of service organizations to operationalize social media to optimize traditional support channels will no doubt be a powerful variable in long term customer satisfaction. Recently I had the...
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Best Practices for Email Customer Service
Email is often the preferred service and support channel for customers. There are two things customer service representatives should do to guarantee world-class email customer service. 1. Question...
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Live Chat Best Practices
No matter which service or support channel a customer chooses – the customer experience must be positive. A growing number of customers are opting for web chat when needing to communicate with a...
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10 Steps to Successful Social CRM
Customer relationship management (CRM) is integral to the long-term success of a company. Now, with online community participation and social media usage at an all-time high, social CRM is quickly...
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Email: Communication or Miscommunication?
As more and more communication moves from face-face to electronic text, one wonders if the risk of miscommunication increases or decreases. Perhaps the risk is minor when chatting about small stuff....
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How to Build a Website that’s Customer-Service Friendly
Striking the right balance in the customer service world can be challenging; you want to provide world-class customer service through your call center and from your sales team, but you also want...
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Sales: Tips for Writing Better Emails for Sales
Whether you work in a retail store or sell via an eCommerce site, it's important to learn to write compelling sales emails to compete in today's marketplace. Unfortunately, not all personal sales...
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Soft Skills Training Tip for the Day: How to Become a Stellar Communicator
Soft skills: The interpersonal skills that go beyond technical acumen, product knowledge, and sales savvy, are often viewed as difficult to train; employees either have strong soft skills or they...
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Lessons from British Airways: How to Prevent and Manage Negative Online Reviews
“Don’t fly with @BritishAirways. They can’t keep track of your luggage.” So read the tweet from Hasan Syed, frustrated with how the airline handled his father’s lost luggage. Syed was so upset that he...
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Live Chat and Technical Support: Make it Work with These 5 Tips
Using live chat to assist customers with technical support issues may sound like a thorny combination, especially if you have a complex product or service that reps in your call center typically...
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