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Winning Customers’ Hearts at the Checkout Counter

Usman Ghani (March 8, 2018)

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

Essential Damage Control Tips for Customer Service Agents

Usman Ghani (February 22, 2018)

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

5 Human Skills Every Savvy Professional Must Have

Usman Ghani (February 19, 2018)

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

Is Your Customer Service Millennial Ready?

Usman Ghani (February 9, 2018)

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?

5 Techniques to Coach Your Team to Customer Service Excellence

Usman Ghani (January 24, 2018)

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

Customer Communication: Setting the Right Tone in a Digital Environment

Usman Ghani (December 20, 2017)

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

How to Engineer Empathy In Your Company’s Architecture

Usman Ghani (December 6, 2017)

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

5 Ways to Show Customers You Care

Usman Ghani (November 15, 2017)

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

Applying Game Based Learning in Customer Service

Usman Ghani (November 6, 2017)

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

4 Ways Hotels Can Create an Unforgettable Experience

Usman Ghani (October 26, 2017)

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