Treat Your Team Like Professionals

Your employees are responsible for creating amazing customer service experiences, and it’s important to demonstrate to them how important they are to your company. One way to reflect that importance is by calling them—and treating them as—professionals. Instead of a Customer Support Representative, how about a Customer Support Professional? It will give your employees greater […]

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Is Your Customer Service Invisible?

Jeff Bezos once said, “The best customer service is if the customer doesn’t need to call you, doesn’t need to talk to you. It just works.” The best customer service goes unseen—but the absence of good service gets noticed immediately. When everything behind the scenes goes right, no one notices, but it’s conspicuous in its […]

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Don’t Operate on Your Personal Assumptions

What you think is not always what other people think. Assuming that your personal likes and dislikes and way of doing things is universal can lead you to make big mistakes. What’s more important is being in sync with how your customers feel. Make sure you understand their preferences, their timetables, their assumptions of how […]

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How Do You Reward Your Loyal Customers?

We’ve all seen businesses offering special incentives for new customers. If you’re a loyal customer to one of those companies and you see one of these offers that’s not available to you, how does that make you feel? You’re likely to wonder, “Isn’t my loyalty worth something?” Consider the message you’re sending to existing customers […]

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Are You a Victim of the Customer Service Gap?

Sometimes, you want to have a gap—a gap between you in front and your competitors far behind. But other times a gap is dangerous, particularly a gap between the service you think you’re providing and what your customers actually think of your service. Surveys have found that as many as 80 percent of companies think […]

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Make Last Impressions Count, Too

Everybody knows about the importance of a good first impression. But the last impression matters, too—because it’s often a lasting impression. A good last impression will leave your customer feeling good about you and your business, and ready to come back to you when they need your services again. In this video, you’ll learn about […]

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The Problem with Nickel-and-Diming

You may feel the temptation to charge a little extra to your customers for little things that will help your bottom line in the short term. But don’t make the mistake of forgetting about the long-term value of a customer. Nickel-and-diming your customer violates their trust, especially when you change the rules in the middle […]

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Don’t Forget the Obvious Customer Service Steps!

Sometimes, what seems like the most obvious advice is the most important. That we should be responding more quickly to our customers when they call or email sure seems like something everybody “knows”—and yet people still need the reminder! A slow response time continues to be one of the most common complaints in some professional […]

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No Excuses, No Explanations. Just Solve the Problem!

Have you ever had a problem, and tried to communicate that problem, only to receive an explanation or excuse instead of a solution? It doesn’t feel very satisfying. Many customers are more likely to make a negative statement than make a formal complaint, but in reality they’re exactly the same. If a customer says something […]

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