Customer Relationships

What customers want is the fastest and most direct route to having their issues resolved. What they often experience, however, is a scavenger hunt. You probably remember scavenger hunts, even if you don’t have children. Everyone gets a clue to start off, and then has to go off in search of a

In a way, people want their experience in dealing with customer service issues to feel a lot like what happens on social media. When you share an update on platforms like Facebook or Twitter, it feels good when your friends and followers give it a “like” or share it with their network. When you

Every customer review — good or bad — is the raw material successful businesses use to continually improve the experiences they deliver. Unless you’ve studied them in detail, it’s easy to mistake customer reviews for something that’s separate or off to the side of a customer experience. Unlike the

How can more autonomy benefit your customer service center? Learn how to effectively empower your customer service agents.

Self-service is a powerful tool for customers to quickly find answers to common questions. Ensure your self-service channels make the biggest impact with a few simple steps you can do in one hour.

Whether it’s a global issue like COVID-19 or a local emergency, businesses must have a crisis communication plan in place for their customers. Here's what you need to include.

"We are experiencing higher than normal call volumes . . .” “All of our agents are currently busy . . .” “We’ll get to you as soon as we’re back at our desks.” That last line may not be something you’ll hear when you reach out to a company for service and support, but you can almost imagine

Go to the counter at a coffee shop or fast food restaurant and you’ll occasionally see an employee looking slightly nervous and wearing a badge that says “TRAINEE.” These people usually aren’t left completely on their own. There’s often a more experienced team member showing them the ropes.

Anyone can rhyme off a bad experience that soured them on the promise of customer service. This can range from being kept on hold indefinitely and having no one respond to a message or post on social media to an urgent email message that seems to disappear into the ether. This is why, at first,

Sometimes, when kids ask “Why” a few too many times, frustrated parents might find themselves hauling out the age-old response, “Because I said so!” Children are rarely satisfied with this kind of answer — just like customers who hear a phrase like, “That’s just our company policy.” Customers may