Category: Customer Service

Core Competencies for Customer Service in Complex Times

Even with the best organizational strategy, customer service always involves people. Whether you provide services online or face-to-face, there is another human being at the end of the interaction.  This article helps us understand people better.

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Customer Service: A Strategic Approach

Most organizations confirm that customer service is one of their highest values. Without customers, there would be no organization!  This is true. AND it is also true that the term customers covers pretty much everybody. In our lives, we are all customers served by multiple businesses and all workers who earn a paycheck serve customers of some sort.

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Customer Service Tips for Customers: Helping the Helpers Help You

In this article, we change the perspective, as many of our readers are also Black Friday shoppers and gift givers. This article provides some tips for enjoying the day and helping customer service specialists help you most effectively.

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Customer Service Tips: Keeping Your Cool on Black Friday

Love them or dread them, the holidays are upon us and Black Friday seems to be the day that kicks it all off.  Here are some factors that may make this year more difficult than some other years for customer service specialists:

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Why Clear Communication in Customer Service is Essential to Business

Communication is essential for most human-to-human interactions, and customer service is a key example of these interactions.  Effective customer service involves “reading” the other person, gathering information, and responding to those needs.

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Learn from Customers in Challenging Times

Learn from Customers in Challenging Times

The pandemic has fundamentally changed many businesses, and the expectations and needs of many customers. How can a business learn from and use these changes to improve customer service?

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Customer Service: Managing Bad Customers

Recent news stories have described the challenges that many customer service professionals face in today’s environment.  These stories capture customer impatience with understaffed businesses, objections to public health guidance and irritation about missing items due to supply chain shortages.

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Deliver Great Customer Service Using Reversal Theory

Effective customer service requires understanding and responding to a customer’s motives and needs. When a need is met, the customer feels positive emotion. When a need is not met, negative feelings may result. SAVE $10 AND TRAIN ON THIS TOPIC TODAY REGISTER NOW Reversal Theory is a psychological framework that…
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Love Your Customers

No matter what business you are in, if you don’t have customers, you don’t have a business. You want to build a strong relationship with your customers that keeps them coming back. Afterall, customers do business with people they know, like and trust. Let’s ensure they don’t just “like” you…
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Building a Customer Centric Organization

What does it mean to be a customer-centric organization?  A great first step is defining who the customers are, and what their goals are.  For staff members with direct contact with customers, such as those providing retail customer service or responding to inbound customer inquiries, defining the customer is often…
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