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Crisis management is a set of strategies and measures designed to be used in case of sudden and significant negative events. Crisis management calls for quick decision making, so that the damage can be contained. Customer Service team’s role is very important when a company is faced with a crisis, since it is a bridge … Continue reading Customer Service’s Role in Crisis Management

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Digital Marketing has brought an array of new strategies and objectives for companies in order to increase product sales and reach out to customers. The advancements in technology now demand companies to identify customer needs and engage them in a way which communicates product and service features. Here are some strategies which guide your team … Continue reading Tactics for Digital Marketing

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One the most important aspects of improving customer service experience includes motivation and maintaining high morale among the staff members of a customer service team. There are multiple strategies that a company can adopt to enhance their employee motivation. Employee motivation leads to their empowerment which gives them more confidence to perform well and handle … Continue reading 5 Ways to Motivate Customer Service Staff

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In order to establish and run a successful business, the quality of customer service experience must be maintained, monitored and constantly improved. As businesses around the world become more and more homogenous in terms of products and services, one of the few differentiating factors is customer service, where one particular company can hope to stand … Continue reading Tips for Monitoring and Evaluating Customer Service Performance

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Supermarkets have expanded over the years as consumers have embraced the idea of ‘All under one roof’ shopping experience, especially in developed countries. In 2011, a survey carried out by Empathica Consumer Insights Panel reported that 97% of consumers value good customer service at the grocery store, while 44% weren’t satisfied with the customer service … Continue reading Supermarkets Quest for Better Customer Service

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Air travel has grown tremendously in the last couple of decades, with airports playing a significant role towards it. The experience a customer has with an airline is directly proportional with the experience at an airport. In order to enhance customer service for passengers and ensure a comfortable experience, it is important that the airports … Continue reading Winning Strategies for Delivering Quality Customer Service at Airports

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Businesses often find themselves in embarrassing customer service train-wrecks, and lose important customers to poor service, which at times can be attributed to weak decision making during the recruitment process of customer service representatives. Businesses stand to lose millions of dollars in revenues and sales, owing to substandard customer service, since retention depends on customer … Continue reading Personality Testing for Hiring Customer Service Staff

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Understanding the Crowdsourcing Phenomenon The term crowdsourcing, is formed, by combining ‘crowd’ and ‘outsourcing’ together which basically means delegating work to a group of people so the tasks are divided. Through crowdsourcing, a group of individuals contribute towards a common task or project either answering questions, giving suggestions or even innovative ideas. The concept lets … Continue reading “Standing Out in the Crowd, Through Crowdsourcing”

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Customer loyalty is all about building customer attitude towards favoring a particular brand over others. There can be many reasons why customers prefer one brand over others which includes convenience, performance, reliability or familiarity to name just a few. Customer loyalty ensures people do not switch brands often. The process of building loyalty in customers … Continue reading 5 Tips for Building Customer Loyalty

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How do companies meet the challenge of providing customer service and support in a multicultural environment where representatives are interacting with customers from different backgrounds who speak multiple languages? It might not be possible for every business to hire multilingual staff to meet all their customer support needs whether done over the phone or face … Continue reading 6 Tips for Overcoming the Language Barrier With Customers

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