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How Customer Experience Mapping Can Help Improve Service

Usman Ghani (June 16, 2016)

Customer experience mapping is one of the most useful techniques to analyze the quality of customer experience from customers’ perspective. The analysis takes into account all interactions taking place between clients and the company, starting from the point when first contact is made, leading up to after-sales services. For businesses, it is important to understand … Continue reading How Customer Experience Mapping Can Help Improve Service

5 Smart Ways to Handle Negative Customer Feedback

Usman Ghani (June 15, 2016)

Negative feedback from customers can turn out to be a great opportunity for businesses to identify the problem areas, improve their product/service and build better connections with clients. Negative feedback should be considered as valuable suggestions to mend the gaps in your service experience and enhance your company’s image. The first step towards handling such … Continue reading 5 Smart Ways to Handle Negative Customer Feedback

How to Deliver Better Customer Service with Six Sigma

Usman Ghani (June 14, 2016)

Six Sigma is a methodology which was introduced in 1986 and focuses on enhancing quality by eliminating defects in any process. It involves gathering and analyzing data to improve processes in companies. Today, several companies apply six sigma so that business processes remain consistent, meeting customer needs. The aim is to reduce defects to no … Continue reading How to Deliver Better Customer Service with Six Sigma

5 Tips on Effectively Communicating with Dissatisfied Customers

Usman Ghani (June 7, 2016)

Leaving a customer unhappy or dissatisfied with your service can have dire consequences for your business. According to Dimensional Research, 86% of people are not likely to buy from brands having negative online reviews. Many businesses undermine the importance of communicating with unhappy clients and don’t put in any extra effort to address their grievances. … Continue reading 5 Tips on Effectively Communicating with Dissatisfied Customers

Tips for Delivering Multilingual Customer Support

Usman Ghani (June 3, 2016)

For a business wanting to expand its operations to global markets, it is important to develop multilingual customer support infrastructure. Language barriers have known to slow down the process of quality service provision, since most interactions are plagued with incomplete, incorrect or misinterpreted information. A report published by Forbes titled, “Reducing the Impact of Language … Continue reading Tips for Delivering Multilingual Customer Support

5 Basics a Dedicated CSR Should Know

Usman Ghani (May 31, 2016)

Customers want personalized experiences and giving them the choice of having a dedicated customer service representative is a great way to ensure efficiency, accuracy and timely service. It not only streamlines the service processes for customers but also plays a significant role in building stronger relationships. However, there are a few essentials that every dedicated … Continue reading 5 Basics a Dedicated CSR Should Know

Essentials of Customer Service Courses and Certifications

Usman Ghani (May 27, 2016)

Customer service representatives are expected to be well-versed in numerous basic skills, which include problem solving, empathy, excellent communication, understanding customer needs and handling difficult situations. It is after elaborate training that they are able to deal with all sorts of customers, and deliver quality service. In order to maintain consistency in service and continued … Continue reading Essentials of Customer Service Courses and Certifications

5 Ways Customer Experience Managers Can Achieve Higher Levels of Customer Satisfaction

Usman Ghani (May 24, 2016)

Being a customer service professional, you need to constantly strive for creating amazing and memorable experiences for customers. However, it often turns out to be a challenging endeavor. As a customer experience manager, you not only have to lead your staff to deliver exceptional service but take care of all essential factors that count for … Continue reading 5 Ways Customer Experience Managers Can Achieve Higher Levels of Customer Satisfaction

How Data Mining is Helping Companies Enhance Customer Experience

Usman Ghani (May 23, 2016)

Over the last decade, business intelligence has become an emerging phenomenon that has drastically changed the way companies make operational and strategic decisions. Business Intelligence through data mining provides managers unprecedented control and insight into various performance metrics of any business.  Most businesses collect huge amounts of data that can be refined using various data … Continue reading How Data Mining is Helping Companies Enhance Customer Experience

6 Essential Qualities Every Customer Service Manager Should Have

Usman Ghani (May 17, 2016)

What are the qualities of an ideal customer service manager? A customer service manager is responsible for ensuring consistent service to customers, hence he/she needs to be a great team leader and should always focus on innovating and improving customer experience. Customer service is a demanding and stressful job, a great manager always knows that … Continue reading 6 Essential Qualities Every Customer Service Manager Should Have