Will 2019 finally be the year that we exclusively converse with robots rather than humans at the customer care counter? While this may not be the case across all industries, technology’s impact on customer service is hard-to-ignore.
Read MoreWhen employees hear the word ‘training’, they usually associate it with it being a formal theory-based session.
Read MoreThe modern consumer is firmly in the driving seat, especially when it comes to purchasing products and services.
Read MoreUsman Ghani (August 6, 2018)
“Should I stay or Should I go?” It is as if that is what your customers are actually saying when they mention the phrase “cancellation of service”. It is a dreaded combination of words that are bound to set all customer service professionals on alert. Here is where a company’s customer retention strategy comes into … Continue reading Designing a Customer Retention Strategy for the Call Center
Read MoreUsman Ghani (July 23, 2018)
What is meant by the phrase ‘a job well-done’? For most managers, a job well-done is when an employee successfully delivers on an assigned task.
Read MoreUsman Ghani (July 10, 2018)
It is an undeniable fact that the quality of customer service can potentially make or break a company.
Read MoreThere is, perhaps, no ritual more sacred than one’s monthly appointment at a favorite salon or spa.
Read MoreUsman Ghani (June 12, 2018)
When it comes to customer experience, retailers face numerous challenges relating to staff, inventory, returns policy and more.
Read MoreThe long, arduous journey from a business idea to actual, paying customers requires focus and planning.
Read MoreAn upbeat greeting with a smile or a barely audible ‘’How can I help you?” with zero eye contact? Depending on the bank manager’s diligence and a staffer’s work ethic, the customer’s experience at a branch can vary from ‘warm and helpful’ to ‘distracted and unresponsive’. Whatever the reasons may be for the difference in … Continue reading Improving Face-to-Face Customer Interactions in a Bank
Read MoreUsman Ghani (April 19, 2018)
It is simply inevitable. Some days you will stride into work with your head held high, armed with a cup of your favorite coffee and enthusiasm for the day ahead. On other days, it will take all your energy to just stay focused on the tasks at hand. Similarly, keeping one’s employees motivated, especially those … Continue reading Keeping Your Customer Service Staff Motivated
Read MoreA smiley on the receipt, your name on the coffee cup, or a complimentary biscotti with every latte – it is the little things that certain businesses consistently do that endears them to customers. Strong, enduring customer-franchise relationships are built upon the foundation of reliable, replicable customer experiences – irrespective of the physical location. This … Continue reading Do It Well, Do It Again: Establishing Replicable Models of Good Customer Service
Read MoreCustomers have always been aware of the kind of customer support they are being provided, but now they also have platforms to discuss it on. When complaints are poorly handled, customers will express their frustration over various channels such as social media and review sites. Take charge of the customer experience by regularly checking the … Continue reading You’ve Got E-mail – Answering Customer Complaints Effectively
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