Category Archives for Customer Service Blog
Communication: The Most Important Skill in Customer Service
Frontline reps require a wide range of customer service skills if they are going to deliver Hero-ClassTM customer service. Like a father with his children, I don’t like to play favorites, but at some
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5 Characteristics to Look for when Hiring for Entry-Level Customer Service
Hiring frontline reps is one of the most important parts of the customer experience process. Bringing someone in with the wrong attitude, skill set, or cultural outlook can be toxic to a team, wasteful
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The Power of Proactive Customer Communication
Proactive communication with customers is one of the most important customer service practices any organization or team can adopt. Not only do you show customers that you care about them by checking
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Turn Your Customer Experience Inside Out
In customer experience, perspective is a powerful force. Each participant in the customer journey has their own, individual perspective, and often, the gaps amongst these varying perspectives lie at
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The Best Customer Experiences Are All About Heart
Guest Poster: Phil Gerbyshak The following is a guest post from Phil Gerbyshak. Phil Gerbyshak teaches sales people and leaders to position themselves as an expert in their niche to up their influence,
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Customer Communication Should Be for Customers
Customer service communication is at it’s core a balancing act. All too often, our spirit of wanting to do everything possible for our customers runs up against the limitations that reality imposes
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3 Areas to Focus your Customer Experience in 2017
At the end and beginning of each year, there is an inevitable flood of articles and blog posts on customer service and customer experience predictions. Sometimes I have written about these myself, other
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5 Ways to Use Language to Thank Customers
As the Thanksgiving holiday approaches here in the United States, we thought it would be a great time to discuss a few different ways you can use language to express your gratitude to customers. Thanking
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Who Owns the Customer Experience?
Who owns the customer experience? This question has probably caused more organizational leaders to point fingers and reach for antacids than “why are we failing to meet projections?” Of course,
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The Peak-End Rule and Customer Experience
One key to designing great customer experience touch points is to understand the way our minds process and retain information. Customers do not remember every moment of a customer experience equally.
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