Service Cloud

There’s no short and simple answer to how businesses should lead through the changes we’ve experienced over the past few months, or what their customer experiences should now look like. It’s a topic that demands a more in-depth discussion, and there may be no better person to lead it than Matt

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.

There are plenty of posters, laptop wallpapers or even fridge magnets that extol the virtues of great customer service. Maybe some of them are visible in the office where you work. They might say things like, “Customer Service Is Not A Department. It’s Everyone’s Job,” or “Customer Service Is Not

"Now calm down, young lady. It's not my job to handle that. To be honest with you, you're wrong." Those two sentences are chock-full of phrases that spell doom for any company that wants to excel in customer service, according the experts. They are culled from a recent blog post on Forbes that tried to hone in on the worst things people working in call centres or other channels can say to clients coming to them with a problem.

If call centres were the only places where you needed to document customer service issues, Canadian small and medium-sized business would have it pretty easy. After all, as the recordings often say, calls can always be recorded for quality assurance purposes.

When owners of small and medium-sized businesses come back to the office after a meeting or other appointment, the last thing they’re going to want to see is a pile of messages waiting on their desk about customer service issues.

When customer service is at its worst, it becomes a cycle that goes a little something like this: a customer buys or pays for something, is disappointed, comes back, gets angry, and may carry a little disappointment even after problems are resolved.

Even with affordable tech-driven alternatives, only one in 10 business executives have cut down on business travel and 88 per cent believe closing the deal is best done face-to-face.