Category Archives: 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. Why? Understanding people helps us identify the core competencies that are most needed to serve them. Understanding Customer Types…
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Customer Service Tips for Customers: Helping the Helpers Help You

Customer Service Tips for Customers: Helping the Helpers Help You thumbnail

Most customer service tips are designed for the service providers. 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. Decide Why You Are Going There are…
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Why Clear Communication in Customer Service is Essential to Business

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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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