Service Leader's Corner: Elevating Customer Excellence

Explore "Service Leader's Corner," our blog's hub for service leadership and customer excellence. Dive into articles spotlighting strategies and principles for exceptional experiences. Whether you're a service professional or team leader, join us on a journey to refine your skills within our comprehensive blog.

B2B Customer Journey vs Experience Journey Mapping

Customer Journey vs Experience Journey Mapping

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Before the Internet, business to business (B2B) customer journeys were simpler, linear, and customers had less control. Sellers controlled the flow of information and were often the ones to initiate contact.

Salespeople and marketing teams pulled potential customers into the sales funnel, except for word-of-mouth referrals and those who went seeking solutions to their problems. The digital age changed all of that.

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An Apology Letter or Script: Examples of How to Apologize to a Customer (Without Sounding Scripted)

Customer Apology Scripts

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Apologies are a necessary part of recovering from your mistakes. In the customer service industry, knowing how to deliver a meaningful apology is a crucial skill everyone should be willing to improve in themselves.

However, it takes more than saying "sorry" to make a change. Customers want fast, simple solutions to their problems. And when they can't solve it themselves, customer reps need the ability to tell them what to do instead of apologizing and asking them what they need.

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Root Cause Analysis (RCA) and Asking the 5 'Whys'

Root Cause Analysis Asking the 5 Whys

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What's causing the recent influx of service tickets at your organization? Why are customers complaining about long wait times for a reply? Why are your customer service staff resigning regularly? Sometimes, persistent issues can be related to a product or service you offer. If you find yourself asking questions like this or fielding inquiries about faulty products with regularity, it might be time to conduct a root cause analysis. We'll dive deeper into what this process entails below, but it is important to determine problems beyond what they appear to be on the surface. 

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What Is Collaborative Email? Pros and Cons of Shared Inboxes, and Alternatives

Collaborative Email & Shared Inboxes

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When customer service or success teams are managing hundreds or thousands of customer queries every day, a collaborative inbox can be an advantage.

Instead of an email message going to individual customer service agents and managers, everyone shares the same inbox. Working together collaborating to solve customer problems is a big advantage.

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The Top 16 Customer Service Soft Skills You Need for Support Excellence

Customer Service Soft Skills Excellence

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The most important pillar in building a successful business is providing excellent customer service. A customer service representative (CSR) is the face of a company and can make or break a deal in most cases. However, providing perfect customer service is difficult. It is even more difficult to find an ideal candidate with customer service skills for your company. While the demand for a candidate with good customer service skills has increased, many company CEOs have pointed out that finding their ideal CSR is as difficult as searching for a needle in a haystack.

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Call Center Best Practices and Innovation Ideas for the 2020s

Call Cdnter Best Practices and Innovations

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Whenever we think of a call center, what comes to our mind can be the image of a warehouse-sized room packed with desks and air conditioners where you can hear phones ringing continuously and agents working tirelessly answering queries. However, such visuals are rare these days.

A contact center is an essential part of a company as it provides customer support and generates leads, and the latest call center innovative ideas have made them economical and scalable for companies. If you are planning to start one for your company, below is everything you need to know about innovations and best practices for a call center which are essential for its effectiveness. But before exploring, we first need to understand a few foundational ideas about call centers.

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Customer Service Loving Their Haters: How to Respond to Negative Reviews Plus Examples

Handling Negative Customer Reviews

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The major obsession of companies using social media in the past was to make every customer or visitor fall in love with their company or their products. Because of this, companies used to panic whenever they received any negative reviews on their social media pages and did not know how to respond to them. Some of these reviews were genuine, and some were fabricated by their competitors. It is easy to fake a review to malign a company's reputation, thanks to the anonymity provided by the Internet. People these days conveniently post a negative review without hesitation, remorse, and without even thinking how much damage a casual negative review can do to a company's position if a company does not know how to respond to a negative review.

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Help Desk Tips: How to Deal With Angry Customers

How to Handle Angry Customers

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Have you noticed people seem to be angrier these days? It is more than a coincidence. Polling company, Gallup, surveyed 160,000 people in 116 countries during 2020 and early 2021. The results, shared via Forbes, show that anger, stress, and sadness are at all-time highs. Interestingly enough, it is not solely due to the global pandemic - which has certainly raised tensions. These statistics have been trending in the wrong direction for many years now. Uncertainty seems to be the biggest contributor to people feeling down or upset. As is highlighted in the survey, 4 in 10 adults have experienced some form of stress or worry in recent times. 

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Customer Service Excellence Across All Generations

Customer Service Excellence Across Generations

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Excellent customer service starts with empathy, patience, and understanding your customers' needs. To deliver this, it is critical for a service representative to understand how consumers think and react to a conversation. One major factor that determines the course and outcome of a conversation is the generational difference when dealing with a customer. This may be the first time in history that customer service representatives are tasked with dealing with customers from five generations. Because of this, it is not possible to have one approach for all customers. Rather, a service representative needs to deploy different strategies and special forms of communication to deliver exceptional customer service across all five generations. For that, a service representative needs to be aware of the differences in the mindset of each generation and must be able to meet the expectations of each group accordingly.

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Top 10 Disputes to Address in Your Business Process Outsourcing (BPO) SLA

Business Process Outsourcing (BPO) Service Level Agreement (SLA)

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What is BPO: Business Process Outsourcing?

BPO stands for Business Process Outsourcing and is the contracting of services to third-party companies that can provide them more inexpensively or better than your company. Businesses outsource their work for many reasons but are most commonly looking to decrease costs, expand capabilities or lessen risks. Some common outsourcing services include Customer Service/Call Center/Helpdesk, Client Management, Human Resources, and even Accounting. Third-party providers offer these solutions using cost-efficient approaches. This article will focus on Call Center providers, although many of the points can apply to other types of outsourced services as well.

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