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How Mystery Shopping Can Improve Customer Service

Usman Ghani (February 21, 2014)

Mystery shopping is a popular tool used by businesses to measure the quality of their services or product delivery from the consumer perspective. Many times the actual delivery at the retail outlet is not up to par with the company’s policies and claims and mystery shoppers can help the company identify whether their frontline staff … Continue reading How Mystery Shopping Can Improve Customer Service

A Guide to Great Online Customer Service

Usman Ghani (February 20, 2014)

Customer satisfaction is one of the basic ways to measure the success and failure of a business and in recent times it has become of prime importance in an online environment. Social media has made it possible for people to review and rant against online merchants they are not happy with and those reviews reach … Continue reading A Guide to Great Online Customer Service

How to Not Lose Sight of What a Customer Wants

Usman Ghani (February 18, 2014)

For someone seeking help over the phone, the customer service representative must be trained well to take bewildered telephone calls. As the CSR, you are usually sitting with your head under the drill press of unpredictable grievances that a customer may or may not have thought about methodically. Customers who cannot be easily appeased on … Continue reading How to Not Lose Sight of What a Customer Wants

Customer Service – The Do’s and Don’ts

Usman Ghani (February 14, 2014)

Employ these Do’s and Don’ts of customer service and achieve outstanding customer satisfaction. Do remember to leave your anger and frustration at home. Tolerance level for bad behavior = nil! Don’t let laziness get to you. You have to be on your toes all the time. Customers want to see a jolt of electricity run … Continue reading Customer Service – The Do’s and Don’ts

Time And Speed Is Everything for Today’s Customers

Usman Ghani (February 13, 2014)

Are you losing your customers to your competitors due to slow and incompetent service? The goal in retaining your customers is not only achieved through the customer tools or software your company owns, but also through the value they enjoy from your customer service. Creating an edge for your business can be achieved on the … Continue reading Time And Speed Is Everything for Today’s Customers

Top 5 Tips Towards Achieving Customer Satisfaction

Usman Ghani (February 12, 2014)

In today’s world, when there is a plethora of companies out there ready to welcome your customers, you need all the help you can get in order to keep your dear customers satisfied. Following are five tried and tested tips that will boost your customer satisfaction in no time. Say No to Jargon We do … Continue reading Top 5 Tips Towards Achieving Customer Satisfaction

Customer Effort Score: A Measure of Customer Retention

Usman Ghani (January 7, 2014)

When we evaluate the level of client aggravation Customer effort is seen as one of the main causes of customer disappointment, irritation and disloyalty resulting in negative brand impact. Customer effort has seen a lot of spotlight since its discussion in the HBR Article, published in Harvard Business Review,” Stop Trying to Delight Your Customers”. … Continue reading Customer Effort Score: A Measure of Customer Retention

Three Quarters of Middle East Based SMEs Have No Online Presence

Usman Ghani (January 2, 2014)

A recent survey conducted by Google covering 1500 privately owned companies in Saudi Arabia, the U.A.E and Egypt, with employees fewer than 250, revealed that the majority of SMEs in these countries have no planned or active online presence. The survey revealed some astonishing finds showing that only 18% of SMEs in the UAE, 15% … Continue reading Three Quarters of Middle East Based SMEs Have No Online Presence

Is Your Company Paying Enough Attention To Customer Experience?

Usman Ghani (December 26, 2013)

Multiple times, companies end up getting distracted in the fluff of the service and forget to understand the basics of customer service or the small and simple steps that make the actual impact. CUSTOMER EXPERIENCE AMBIGUITY Large multinational firms and businesses usually end up in the whirlpool of wanting to please customers and win their … Continue reading Is Your Company Paying Enough Attention To Customer Experience?

Lessons from Nordstrom’s Customer Service Playbook (Part 1)

Usman Ghani (December 25, 2013)

It’s been more than a century since America’s retail giant, Nordstrom, had been founded but the company’s customer service is still a thing of marvel for people. The mere watchword of the company becomes quite evident when Nordstrom himself says, “How people define customer service — that is where the battle will continue to be … Continue reading Lessons from Nordstrom’s Customer Service Playbook (Part 1)