Category Archives: Customer Service

Clear Communication: A Critical Factor in Customer Service

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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. Here are examples of how great communication supports customer service: Suspend judgement. Serving customers requires an open mind, so you are gathering information…
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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? First, it is important to evaluate how customers and their habits have changed over the past several months. How have their goals changed? How do they…
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Customer Service: Managing Bad Customers

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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. Many customer service representatives are taught that the customer is always right. And it’s true, your…
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Customer Service Best Practices

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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. Reversal Theory is a psychological framework that provides a new customer service best practice model.  The theory proposes that there are eight…
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Love Your Customers

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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 but that they LOVE you….
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Building a Customer Centric Organization

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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 easy: the customer is the…
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Six Steps to Pumping Up Your Customer Service Team

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Customers. Depending on the kind of day you’re having, that word can either bring a smile to your face and a song to your lips, or send you scuttling under your desk to whimper and rock back and forth muttering incoherently about someone named “Angry Edith” and her profane cockatoo, Roosevelt, who shrieks Samuel L….
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Customer Service Training Activities: Stories and Strategies

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The best team building activities allow people to have fun, while also creating something that will be useful to the team in the future. In this post, we share some small group activities to share with your customer service teams. First, form small groups of people that provide similar types of customer service: 4-5 people in…
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Group Problem Solving: Customer Service Challenges

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In this post, we offer an idea for a customer service call center exercise with groups of 10-60 people — you need a large space, chart paper and markers.  The goal is to allow people to share their customer service experiences — and fears — in a safe supportive forum. First, tape chart paper on…
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Rewarding Customer Service: Creative Gifts

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Everyone likes to feel noticed and appreciated — and for staff working on the front lines with customers, a small reward or gift for the work they do can be particularly meaningful.  I once worked with an employee-centered customer service manager who has a great set of small symbolic gifts and rewards — each embossed…
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