Customer Service

Good Customer Service Handoffs Create a Positive Experience

Have you ever gotten the handoff? Everyone has at some point. You know, when you are talking to a customer service representative and he or she transfers you to someone else to resolve your issue. It can happen on the phone or in person. Sometimes they say, “It’s not my department.” (I hate that one!)…

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The Biggest Sources of Friction in the Customer Experience

People hate friction in the customer experience. Anything that gets in their way and causes frustration is a problem to solve. Some of the biggest sources of friction in businesses today include making customers wait, forcing customers to repeat their problem to multiple people, inconsistent information, and more. Once you’ve identified the key friction points…

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A 4-Step Process to Reduce Friction

I’ve been preaching for a while now about the importance of reducing friction in your customer experience. That’s the theme of my latest book, The Convenience Revolution. But how do you get started? Don’t feel overwhelmed by the task; there’s a simple 4-step process that any business, of any size, in any industry, can follow…

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Why Customer Service Reps are Like Boxers

What does a customer service representative have in common with a boxer? They both have to be able to take a punch—literally for the boxer, metaphorically in customer service. But customer service pros have to expect to be hit with verbal jabs; that’s why they need the right personality, skills, and training to deal with…

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Consultant’s Corner: Resources for Measuring Customer Service

Q. I’m looking for ways to measure my customer service. What do I need to look for, and where should I look? A. Managing and measuring customer service varies by type of business products and services and can include counting customer calls and inquiries, measuring response time, customer surveys, improving written customer policies and procedures, product…

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Think Like a Customer

Are you really able to understand things from your customer’s perspective? It’s one thing to say, “Walk a mile in your customer’s shoes.” But sometimes, even when we’re trying to think like a customer, we find it too difficult to forget all the things we know from the inside. We know things about the company…

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How to Deliver Bad News

Bad new is an unavoidable part of life. It’s going to happen. Your business is going to have to deliver bad news to a customer at some point. Maybe you’re increasing prices, or a particular service or product is going away. So how do you deliver that bad news? If you take the right steps,…

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Always Go the Extra Inch in Customer Service

Have you ever experienced lazy customer service? It’s one thing when someone makes an over-the-top extravagant request that can’t be met, but what about when it’s something small that takes little or no extra effort? Sure, it’s not a requirement, but one of the best ways to show appreciation to a customer is to give…

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Your Customer Experience Goes Beyond Customer Service

Have you created an amazing customer experience, from beginning to end? Many people make the mistake of only thinking about customer service. And customer service is important, don’t get me wrong! But customer service is only part of your customer experience. Your customer experience includes the whole journey, from the moment they think about doing…

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