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It is an undeniable fact that the quality of customer service can potentially make or break a company.

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There is, perhaps, no ritual more sacred than one’s monthly appointment at a favorite salon or spa.

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When it comes to customer experience, retailers face numerous challenges relating to staff, inventory, returns policy and more.

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The long, arduous journey from a business idea to actual, paying customers requires focus and planning.

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An 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

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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

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A 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

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Customers 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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The relationship we maintain with brands is hardly ever based on a single, isolated event or interaction. Rather, it is the whole customer experience, from the moment that an individual enters a place of business to the very moment that they walk out of it, that sums up a lasting impression of that particular brand. … Continue reading Winning Customers’ Hearts at the Checkout Counter

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Mistakes happen. Unfortunately, it is quite easy for upset customers to walk out after you have made a mistake. Thriving businesses know that service recovery is one of the most important components of customer retention. According to customer service expert and author Ruby Newell, it takes up to twelve positive experiences to make up for … Continue reading Essential Damage Control Tips for Customer Service Agents

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