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Miscommunication and misfires during customer interactions can threaten a company’s reputation as well as an individual’s career. Whether or not one is in a primarily customer-facing role, the expectation is to deal with all clients in a competent manner. Part of that competence comprises of tapping into the relevant human skills such as critical thinking, … Continue reading 5 Human Skills Every Savvy Professional Must Have

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Millennials are the first truly digital generation and they are changing the rules for customer service. Many of them are entering their prime spending years and as compared to the baby boomers, they expect their customer experience to be more dynamic and holistic. According to Accenture’s Global Consumer Pulse Research report, 68% of all millennials … Continue reading Is Your Customer Service Millennial Ready?

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Whether it is a duo handling all the calls and complaints or a dedicated team of agents trained to cater to the customer’s every qualm and concern – there is always room for improvement in customer service at an organization. As a customer service team leader, it rests squarely upon your shoulders to ensure that … Continue reading 5 Techniques to Coach Your Team to Customer Service Excellence

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Effectively communicating with customers is essential for success in business. ‘It’s not what you said, but how you said it’ makes perfect sense when we are considering customer service. With rapidly changing customer dynamics, it is vital to pay attention to the way you communicate with people in order to deliver customer service excellence in … Continue reading Customer Communication: Setting the Right Tone in a Digital Environment

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Empathy is the ability to understand the emotions of another person and is vital for those working in customer service. For businesses today, hiring individuals who not only specialize in a certain skillset, but also have high emotional intelligence has become fundamental to success. Recent research shows that companies which ingrain empathy as part of … Continue reading How to Engineer Empathy In Your Company’s Architecture

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The change in buyer-to-seller dynamics has transformed the way customer happiness is perceived by both customers and businesses. Customer satisfaction is the new treasure vault that every company wants to unlock and the secret for opening it can be as simple as kindness and showing that you care. Creating acts of kindness for your customers … Continue reading 5 Ways to Show Customers You Care

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Learning new skills is essential not only for personal development and career progression but also to ensure business growth. For those working in customer service, certain skills such as active listening, effective communication, empathy and problem solving are a prerequisite. Businesses need to ensure they conduct regular customer service training programs to train staff on … Continue reading Applying Game Based Learning in Customer Service

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People travel every day out of necessity or desire to be somewhere, but where to stop is entirely a choice that depends on personal predilection. The question here is: what can you offer to guests that will not only make their stay at your hotel a memorable one, but also keeps them coming back? It’s … Continue reading 4 Ways Hotels Can Create an Unforgettable Experience

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The landscape of customer experience (CX) is undergoing rapid transformation with the convergence of technology, social media marketing and changing consumer behavior. The old model of just simply buying products is becoming obsolete as more and more people are concerned about the experience they gain with it. Brands are rapidly benchmarking their competitive advantage based … Continue reading 4 Common Customer Experience Myths

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Ever wonder why that lady who spent a considerable amount of money at your store a month ago never came back around? Or why that man keeps going to your competitor across the street while the two of you offer almost exactly the same products? One of the factors is quite simple and straightforward-exceptional customer … Continue reading 5 Ideas for Retail Stores to Create an Impactful Experience

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