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The words Big Data are spoken every day in corporate offices around the world. And the benefits of it to companies and customers is, well… big. And while Big Data is becoming more accessible to small to medium-sized businesses (SMBs), the basics of customer information — small data, if you will — is still where …
Customer Information Form Basics: What You Need to Know Read More »
According to Help Scout, 94% of all online retailers provide email customer service. That means that a significant number of interactions with customers are made through email. Software Advice, a website that rates customer service software, released some interesting findings in a survey this summer on the best ‘tone’ for email customer support. So, how do …
Language is important not just to how we communicate with our customers but to how we communicate with ourselves. The right words can put an irritated customer at ease and help you approach difficult situations with greater ease. Effective customer service language can take a long time to master, so I thought I would share …
Kate Nasser, The People Skills Coach™, is a smart, energizing, experienced speaker, coach, and workshop leader. Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. With 25 years in business and a Masters in Organizational Psychology, Kate has guided tens of thousands to engage in uplifting productive interactions. …
An Interview with Kate Nasser: Better #PeopleSkills Read More »
When it comes down to it, a company’s thorough knowledge of its own products has the ability to make or break customer relationships, both individually and organisationally. A company that is knowledgeable of both changing market conditions and the evolving nature of its own products gives customers a sense of trustworthiness and competence. These feelings …
A friend sent me this checklist she found while cleaning her mother’s room. We could not find the company that produced it, but it appears to have been created in 1969. The list includes 10 timeless customer service tips on how to treat people. The list is elegantly simple and is as true today as …
We are super excited to announce that we officially have a book deal! The book is centered on frontline customer service and is meant to provide customer-facing employees the mindset, strategies, and techniques to provide Hero-ClassTM Customer Service. The publisher is AMACOM, a significant publisher of business books for over 50 years. AMACOM has published …
In Stephen Covey’s The 7 Habits of Highly Effective People, Habit 7 centers around the idea of “sharpening the saw.” This concept is illustrated in an anecdote where a lumberjack is toiling away, trying to fell a tree with a dull saw. A man approaches him in the forest, and upon noticing his struggle, suggests …
Whenever we can personalize a customer experience, we have gone a long way towards making that experience great. Every customer wants to feel valued, to feel special, and personalizing the customer’s experience, even in very small ways can go a long way towards accomplishing that goal. Of course, CRM systems are the most popular way …
For the #CustServ Front Lines: Remember One Thing Read More »
Last week, I went to a national “market” restaurant to grab a quick lunch. I do not go to this chain often but have been an infrequent customer since I discovered it back in 1993. So, I have a bit of a long term perspective on its business and its customer service. In the past …
Customer Service Training: Principles Trump Procedures Read More »
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