Most companies don’t like to admit they’ve done something wrong. So their attempts to apologize and quickly rebuild customer relationships fall short.
An upset customer has your ear, and now he expects you to respond. What you say (or write) will make or break the experience. Do you know what to do?
Most customer service operations are plagued by at least one bad habit that customers hate. Do you commit any of the following?
When it comes to communication, body language is just as important as the words you speak. And poor body language will cost you sales, no matter how great your pitch is.
Every industry has its own terminology that generates jargon.
People — not process and technology — have the biggest impact on customer satisfaction. Improve your people’s soft skills and you can substantially improve the customer experience.
For every department discussion or client meeting, about 25% of the time is wasted — time that could be better spent improving the customer experience.
Customers love to browse, learn and get help online. But they don’t always trust what you tell them.
Customers fall in and out of love with companies almost as fast as teenage girls do. This is why loyalty is on the fritz.
What’s the best way to take care of your customers?