Note: This blog post contains information related to and provide by a client of CTS Service Solutions. With our webinar upcoming this week, Hassle-Free CX: Define, Design, and Deliver, I enjoyed getting to talk to Dawn Varghese of Agara Labs about the role conversational AI is playing in today’s customer support environment and what the …

Conversational AI in Customer Service: An Interview with Dawn Varghese of Agara Read More »

Chip Bell innovates the world of customer service with the best practices of customer-centric organizations and provides powerful cutting-edge ideas and unique strategies that business leaders can immediately act on. Getting Inside Your Customer’s Imagination Did you know that some of your favorite products today were ideas from customers?

Empathy requires more than a shift in mindset; it requires a specific set of skills As a customer experience strategist and customer service trainer, empathy has always been a cornerstone of our approach to customer experience and service. Customer experience is difficult and is defined more than anything by human emotion. Having teams that understand …

Empathy Is Not Just a Mindset; It Is a Learned Skill Read More »

SPECIAL NOTE: This video was pre-recorded prior to the outbreak of COVID-19 and the shutting down of many face-to-face businesses. While we certainly would have made it more current in content and tone for the current circumstances if recording today, we still think the underlying answer to this question is worth sharing. Prior to the …

Can I Work a Customer Service Job from Home? Read More »

Are Customer Reviews Reliable? This is an age old question, or at least as old as the internet itself. The answer is simple. Yes, no, and maybe. If you’ve studied statistics at all, you may have heard of something called statistical significance. That means there is enough of a sample set enough data that the …

Are Customer Reviews Reliable? Read More »

It’s amazing to me how many companies destroy a customer relationship at the very end. How their attitudes change towards a customer at the end of that customer’s “customer lifetime”. A company that’s worked hard to deliver a good product, good service, and good experience, throws it all away when the customer leaves. Now, I …

How to Destroy a Customer Relationship in the Final Moments Read More »

Customer service is not necessarily a natural skill set and there are a host of techniques that must be trained and then made into habit for people to succeed with customers.

In this One Win Book Review, we take a look at The Meditations of Marcus Aurelius. Check out the video below to hear Adam’s one win that you can take away from The Meditations of Marcus Aurelius to improve your organization’s customer experience and customer service.

Customer service skills can be taught and a customer-centric ethic and mindset can also be taught. I think what the question might be trying to get at is is customer service a natural skill or not?