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Short quotes can be super powerful. They can capture big ideas in just a few words. Whether it's something touching, thoughtful, or just a reminder about something important, quotes are like little nuggets of wisdom. In this article, we're exploring inspirational customer service... read more
Collecting customer feedback gives you a real-time view of the satisfaction and preferences of your customers. Through feedback, you can adjust to market demands, identify areas that excel, and uncover problems that otherwise might not have been visible. Understanding why... read more
Customer engagement has emerged as an ideal factor for companies that foster enduring relationships with their clients. While the traditional focus leaned towards delivering quality products or services, modern analytics underscore the significance of sustained engagement in... read more
Working in customer service can be a difficult task, especially when having to deal with rude customers. Customer service representatives need to handle such situations with professionalism and composure. A crucial strategy is to demonstrate empathy and actively listen to the... read more
We often get caught up in the nitty-gritty of customer service metrics – how fast we answered a call, our average resolution time, or the ever-popular net promoter score (NPS). While these metrics are essential, they can sometimes paint an incomplete picture of exceptional... read more
Social styles encompass an array of communication preferences and behavioral tendencies that shape how individuals engage and interact in virtual spaces. From assertiveness to adaptability, these styles influence everything from the tone of written communication to the level of... read more
Social media has evolved from mere conversation to a pivotal platform for customer service. With Twitter, Facebook, and Instagram becoming primary avenues for customers to voice concerns and seek assistance, the importance of adeptly managing these interactions cannot be... read more
So, you’re getting ready for a customer service interview. If you’re nervous, that’s normal! By preparing for your interview, you’re giving yourself the best chance of landing the role. Your cover letter and resume already got you through the door, so you must... read more
What makes a good agent? Is it their previous experience, their references, the way they carry their conversations or certain customer service skills? What customer service interview questions will you ask to find that out? On the one hand, prior experience and technical... read more
Having clear goals is like having Google Maps on a road trip - it keeps you on track and guides you toward your destination while you focus solely on driving. But why are customer service goals so important, you may ask? Isn't serving customers the best I can enough? Setting... read more
Recently, I’ve read an interesting customer service story. An American Express customer has made a decimal mistake while making a payment and paid thousands of dollar instead of hundreds (ouch!). He called AmEx to inform them about the mistake and ask for advice. He was assured... read more
Picture a curious customer entering a tech store, convinced their new smartphone should have a "caffeine infusion" feature to keep them awake during endless video calls. While chuckle-worthy, such moments illuminate the need for retailers to infuse creativity into... read more
Can you believe that companies in the US lose as much as $136.8 billion per year due to avoidable consumer switching? This clearly shows the importance of retaining customers. While it might be tempting to pile your resources into acquiring new clients, if you want to hit the... read more
11 minutes
Jan 5, 2024
A customer support team is a group of professionals responsible for providing assistance and resolving customer issues. They serve as the primary point of contact for customers when they have questions, concerns, or problems with a product or service. Customer service is a... read more
The first step toward securing a job often begins with a single piece of paper: your resume. It's not merely a document. Whether or not you're invited to the next stage of the recruitment process relies solely on the quality of your resume. Right now, you might be asking yourself... read more
