Customer Service

It seems obvious that just by having a loyalty program, it must be creating loyalty. But are your customers loyal to your business, or are they loyal to the loyalty program? It’s a key difference! There are three general types of loyalty programs: Discounts/Perks Programs, Relationship Programs, and Membership Programs. Learn about some great examples…

Who sets the bar for amazing customer service with your customers? Is it the best service in your industry? Not exactly. You no longer have to keep up with your competition, but you now have to keep up with your customers’ expectations—and the bar is the best customer service regardless of industry. The best customer…

Who is responsible for the customer experience in your business? Every department should be contributing, from marketing to communication to sales and more. Customer service is everything you do that touches the customer, and when everyone does their job, the customer does what all of us hope they will do: come back again and talk…

Do you have processes in place to turn minor mishaps into major wins? I recently witnessed a great example of an organization that knows exactly what to do. At a recent St. Louis Blues game, a fan a few rows ahead of me was hit in the head by a puck that came over the…

We’ve all heard them. The phrases that set our teeth on edge. That get us so frustrated. That drive us crazy! Some of those maddening phrases are slowly fading away, but we all hate certain phrases, and we hear them far too often in our customer service interactions. Here are 10 phrases you should try…

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…

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…

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…