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Article in Customer Service

  • By: Matt Shelly
  • On: 8/22/2014 9:01 AM
  • In: Customer Service
When customers complain, it is natural for a business to go on the defensive. After all, no business wants to be told they are doing something wrong. However, creating a positive ...
Article in Customer Service

The Internet is filled with stories and even news reports of angry customers expressing rage at customer service representatives. Despite the old adage, "the customer is ...
Article in Customer Service

In July of 2014, a recording of a difficult Comcast service call made the rounds on the Internet, racking up millions of viewers in a matter of days. After witnessing Comcast's ...
Article in Customer Service

  • By: John Scott
  • On: 8/13/2014 1:40 PM
  • In: Customer Service
In July 2014, a Comcast customer service rep took a call and did his job a little too zealously, not realizing that within days a recording of the call would go viral. That ...
Article in Customer Service

  • By: John Scott
  • On: 8/11/2014 3:46 PM
  • In: Customer Service
Dealing with bad customers frustrates workers across a wide assortment of industries. From rude retail shoppers to obnoxious corporate clients, curt customers infiltrate every ...
Article in Customer Service

When you work in the customer service industry, you’re bound to encounter angry customers. Sometimes the customer is justifiably angry, and sometimes they just might be ...
Article in Customer Service

  • By: John Scott
  • On: 8/11/2014 9:27 AM
  • In: Customer Service
Customer analytics are increasingly being used as a tool to improve corporate performance and to satisfy customer needs. These analytics can help companies examine customer ...
Article in Customer Service

  • By: John Scott
  • On: 8/8/2014 9:30 AM
  • In: Customer Service
Customer satisfaction is the best type of advertisement any business can have. When just 1 percent of the customer base becomes unsatisfied, the reputation of the business is at ...
Article in Customer Service

In July 2014, Comcast customer service suffered further embarrassment and added to its already tarnished reputation when the recording of a call went viral. In the recording, a ...
Article in Customer Service

Quality customer service is at the center of many successful businesses. Companies providing the best customer service have high customer loyalty and easily win customers away ...
Article in Customer Service

  • By: John Scott
  • On: 8/4/2014 10:52 AM
  • In: Customer Service
Big companies are no strangers to succeeding at and understanding the importance of great customer service. Companies such as Lowe’s, Samsung, FedEx and State Farm all use ...
Article in Customer Service

T-Mobile customers may have been scammed out of millions of dollars, according to the Federal Trade Commission. The regulatory body announced on July 1, 2014, that it would sue ...
Article in Customer Service

In an age of online review sites, customer satisfaction is crucial for businesses. With a single click, an unhappy customer can damage a company's reputation. When you are looking ...
Article in Customer Service

Customer service experts understand that escalation is often inevitable. Not all customers will be content with the policies and procedures established by the organization, and it ...
Article in Customer Service

  • By: John Scott
  • On: 7/29/2014 10:21 AM
  • In: Customer Service
Customer service representatives have one primary tool — their words. The words they choose have the ability to smooth an interaction with a frazzled customer or help a ...
Article in Customer Service

Setting up social media profiles for your business is a smart idea. Social media sites give you a convenient channel for communicating with customers and a way to market your ...
Article in Customer Service

  • By: John Scott
  • On: 7/25/2014 7:35 AM
  • In: Customer Service
Companies thrive or collapse by the level of customer service they provide. From large to small companies, customer retention and feedback mark the longevity and profits of a ...
Article in Customer Service

  • By: John Scott
  • On: 7/24/2014 12:19 AM
  • In: Customer Service
Language plays a powerful role in customer service. The wrong words can sour the mood and turn a customer off; the right words can make customers happy and create brand loyalty. ...
Article in Customer Service

The modern age of technology and interconnection has created new opportunities for workers seeking a lower-stress work environment and greater flexibility in their personal lives. ...
Article in Customer Service

An online help desk can make dealing with customers' problems much easier. By facilitating communication between customers and support staff, an online help desk allows customers ...
Article in Customer Service

  • By: John Scott
  • On: 7/2/2014 8:00 AM
  • In: Customer Service
Whatever line of business you are in, you occasionally meet customers who know (or at least think they know) more about your industry than you do. Although sometimes intimidating, ...
Article in Customer Service

On a resume, numbers stand out to employers in a sea of text, providing solid, memorable facts to hold onto. As a customer service professional, who deals largely with ...
Article in Customer Service

  • By: John Scott
  • On: 6/25/2014 8:00 AM
  • In: Customer Service
Any business that has customers needs staff to provide customer service. That means that there are many customer service jobs available for people who have the skills and the ...
Article in Customer Service

Some of the largest companies are extremely successful at customer service. These companies recognize the importance of customer satisfaction and its impact on brand loyalty. To ...
Article in Customer Service

In business, customer service is not limited to the designated department; any employee who has contact with customers is, in effect, a service representative. By developing and ...
Article in Customer Service

Capturing the attention of the young customer is a tall order for many businesses these days. Younger customers are more technologically advanced, more budget conscious and ...
Article in Customer Service

As technology changes the face of buying and selling, customer service has also shifted. Modern businesses, when faced with rising competition and a tough economy, often leave ...
Article in Customer Service

The business model for retailers and customer service professionals is constantly evolving. Customers' expectations keep increasing, and it is up to progressive companies to ...
Article in Customer Service

Customer service is becoming increasingly important as customers gain buying power with improved economic conditions. The recent announcement of yet another GM recall reflects ...
Article in Customer Service

Many consumers have a love-hate relationship with automated systems. Sometimes they're convenient, and other times they're a hassle. For companies, automated email responses and ...
Article in Customer Service

The Internet has made communicating easier than ever, but this means it's also easier to communicate dissatisfaction with a product or service. Customer reviews are key to any ...
Article in Customer Service

Effective customer service is essential for nearly any company to survive. However, exceptions exist to this rule. Comcast Corporation is one of the largest communications ...
Article in Customer Service

Many catchphrases pepper the customer service industry. "Service with a smile" is everyone's motto. "The customer is always right" is another industry ...
Article in Customer Service

As a customer service professional, your job is to deliver timely solutions to customer problems while maintaining a positive customer experience. While this sounds simple enough ...
Article in Customer Service

Word-of-mouth advertising has long been the most powerful form of promotion. A personal recommendation can be considerably more effective than all other advertisements and ...
Article in Customer Service

Conflicts in the workplace are inevitable when individuals of all ages, backgrounds, levels of experience and personalities come together. Not only is fighting in the workplace ...
Article in Customer Service

Customer service has never been one of the Federal government's strong suits. Notoriously lacking the high-energy customer support that often characterizes the private sector, ...
Article in Customer Service

Michael Kors is a fashion designer mogul who commands massive worldwide retail sales for his brand. This award-winning style icon increased retail sales by altering his marketing ...
Article in Customer Service

If you have Comcast service, the odds are you have received poor customer service at some point. According to a recent Temkin Experience Ratings Survey, Comcast's customer service ...
Article in Customer Service

From its humble roots in 1901 as a small shoe store, upscale fashion retailer Nordstrom, Inc. is opening stores while other retail companies are shuttering locations and closing ...
Article in Customer Service

Good customer service is what separates great businesses from average ones. Make a great product, then stand behind it by offering professional customer service. That is how a ...
Article in Customer Service

Customer service is one of the most neglected aspects of business management. Moreover, according to a 2013 study conducted by Customer Care Measurement and Consulting, declining ...
Article in Customer Service

Most often, the only person your customer will come into contact with during a phone call to your business is one of your customer service representatives. Every email, phone ...
Article in Customer Service

Getting a cashier job is a great way to use your customer service skills and work with many different people each day. In many cases, the hiring process is more informal for ...
Article in Customer Service

Customer service resume samples are excellent tools to help you formulate the best resume and get the job you want. Your resume can often be seen as a one-way track to the career ...
Article in Customer Service

If you want to become a customer service manager, you will need some skills that will help you in your new career. While some of these skills can be taught, others are learned ...
Article in Customer Service

Customer referrals are one of the most cost-effective ways to generate new business, especially if you sell services rather than products. Unfortunately, many people do not ...
Article in Customer Service

Customer service representatives often learn quickly that certain customer service words can help calm down upset clients. Representatives may build their own selections of words ...
Article in Customer Service

There are an unlimited number of horror stories pertaining to bad customer service across all areas of business. The old adage of the customer always being right no longer seems ...
Article in Customer Service

The rise of automated customer service systems has been one of the most remarked-upon trends of the last several decades. From company managers pitching automation to shareholder ...
Article in Customer Service

Whether you're looking for a new customer service job or wanting an opportunity to advance your career, the new year is a great time to start the job search. Focusing on how you ...
Article in Customer Service

Holiday season customer service is paramount for companies looking to cash in on the high level of retail sales activity that occurs in the final quarter of each year. Many retail ...
Article in Customer Service

As a customer service professional, you know it's significantly easier to serve satisfied customers than unsatisfied individuals. It's also much easier to function in a relatively ...
Article in Customer Service

As the first month of 2014 comes to a close, many businesses are taking steps to integrate customer service tips into their existing procedures. If you're at a loss about where to ...
Article in Customer Service

It's no secret that customer service can make or break a company; angry customers are bad for business. According to a recent consumer survey, however, the problem is even more ...
Article in Customer Service

Internet retail giant Amazon came out ahead in the latest ForeSee Experience Index with an overall rating of eighty-seven points. That marks a two-point increase in the rating of ...
Article in Customer Service

Customer service jobs can be difficult to find, and competition among applicants hoping to land one of the few available customer service jobs is fierce. Putting an action plan ...
Article in Customer Service

Your resume is the key that opens doors to opportunities. In today's competitive job market, you have thirty seconds to impress hiring managers and recruiters with your resume. If ...
Article in Customer Service

If speed and convenience are the most important factors of customer service, plans for online retailer Amazon to deploy package-delivery drones should inspire brand loyalty across ...
Article in Customer Service

No one likes coming last. Unfortunately for Sprint, that's exactly what happened to its ratings on one Consumer Reports survey that asked nearly 60,000 customers about their ...
Article in Customer Service

At any given time, Google has a number of new products it is working on, some with more success than others. For every unsuccessful and shuttered project like Google Wave, there ...
Article in Customer Service

Is your job search stalled or dead-in-the-water?  If you live in a major metropolitan area, like New York or Los Angeles, you may be sending out lots of resumes with little ...
Article in Customer Service

If you plan on taking on a CSR career, and especially if you are doing so in the capacity as a member of management, it is so important to understand some of the best ways to ...
Article in Customer Service

Mail carriers have traditionally been able to count on having Sundays off, but a new deal between Amazon and the United States Postal Service (USPS) could change that. The online ...
Article in Customer Service

Of all the customer service tips you're likely to come across, perhaps none are as important as this: make the customer's experience with your company a pleasant one. Bad customer ...
Article in Customer Service

I would expect that everyone in a CSR field knows the saying “The customer is always right.” Usually this means always trying to satisfy the customer as best as ...
Article in Customer Service

Customer service delivery has gone through a lot of changes over the years.   It began with face-to-face, personal service in every type of business.   It ...
Article in Customer Service

The holiday season is one of the busiest travel times of the year.  Even though travel was down this past Thanksgiving, CNN.com predicted that over 43 million people would be ...
Article in Customer Service

A huge driver in any market competition is price, but companies can only bring prices so low before business longevity is put in danger. That's one reason today's businesses ...
Article in Customer Service

Back in November, I wrote about the issue of time, in the article entitled “Remember – Time is Money for You and Them,” which took a look at how a recent study ...
Article in Customer Service

There are various types of workers out there, but I tend to sum them up into two broad sweeping categories – those who do their job and those who go above and beyond their ...
Article in Customer Service

So you are now a customer service manager? Congratulations! Now what?Let’s look at the perks first: A bigger paycheck, probably a bigger, corner office with a nice view, and ...
Article in Customer Service

For small businesses, Yelp customer service reviews are a big deal. An academic study of Yelp's effect on the restaurant industry in Seattle found that every star in a business' ...
Article in Customer Service

If you do not handle customer service complaints properly, you run the risk of losing loyal customers and attracting negative attention to your company. There is no way to ...
Article in Customer Service

A few weeks back, I wrote an article called Can You Actually Listen? which took a brief look at overcoming some of the hindrances to truly listening. As a brief recap, it covered ...
Article in Customer Service

Customer service is a tough job.  Your job title may not include those two words, but no matter what your job, every job has a customer service component.  You’re ...
Article in Customer Service

Customer service managers and representatives know how much their roles can affect people. Netflix, the popular video service, recently impressed countless users with its ...
Article in Customer Service

Tis the season to be…shopping?  Businesses are looking for ways to bring more customers into the stores to spend, spend, spend.  That’s a great idea for the ...
Article in Customer Service

Technology has done so much to make the customer service industry better, but it has still not made it perfect. With better websites, better social network connections and all of ...
Article in Customer Service

There have been many more service philosophy slogans that have become popular in some CSR circles, and it is good to know and understand them, as each adds a little different ...
Article in Customer Service

For many consumers, technology is an integral part of everyday life. Devices from smart phones to tablet computers are changing the way people communicate and look for ...
Article in Customer Service

Companies know that in order to attract and keep customers you have to deliver great customer service. Yet when a company does deliver exceptional service, they stand out among ...
Article in Customer Service

How much is your time worth? For hourly workers, spending time in customer service is fine. It's what they do until the whistle blows. But for the consumer, time spent with ...
Article in Customer Service

You don’t have to look any further than any newspaper, TV news report, or the Internet to find the worst example of customer service.  Nothing can match the fiasco that ...
Article in Customer Service

Gaining customer loyalty in a world of price competition is tough. A CSR manager can approach their job in various ways, and knowing some of the more efficient ways to do so can ...
Article in Customer Service

Business loves customers.  After all, without them, there is no business.  If you’re in retail, sales or any other customer-contact business, you want those ...
Article in Customer Service

Anyone in the CSR industry that is worth their weight in salt will know and understand the importance of properly, truly listening to a customer. Do you have this ...
Article in Customer Service

Motivational speaker Zig Zigler once said, “Statistics suggest that when customers complain, business owners and managers ought to get excited about it. The complaining ...
Article in Customer Service

When a company looks for customer service representatives, they usually look for someone with a winning personality.  They hire smiles.  It makes sense, because customer ...
Article in Customer Service

When it comes to being a CSR, would you consider yourself a motivated, “engaged” employee? An engaged employee is one who is involved in, enthusiastic about, and ...
Article in Customer Service

It's not enough for your customer service strategy to focus on upbeat client interactions and efficient call-center processes. New technology is hitting the market every day, and ...
Article in Customer Service

Since the advent of the industrial economy, both manufacturers and service providers have found it necessary to maintain a costly customer service department to stay in touch with ...
Article in Customer Service

The push to raise the minimum wage to $15 made the headlines, with plenty of controversy. Fast food workers, retail, customer service and a variety of minimum wage workers were ...
Article in Customer Service

When going in for a CSR job interview, if the hiring agent were to ask you for examples of how you would handle an upset and disgruntled customer, how would you answer? Have you ...
Article in Customer Service

Some customers are easier to deal with than others.  They are all, however, a gift to a business since they pay the bills.  Make a customer happy, and she will sing your ...
Article in Customer Service

Customer service is where the rubber meets the road in business. Nowhere else in the supply network will the people who keep you afloat have such close contact with your company. ...
Article in Customer Service

Customer service applies to external customers who buy products and services. There is another kind of customer service – internal customer service.  It has the same ...
Article in Customer Service

When it comes to desiring a career as a CSR, it should be with a goal at not just doing the job, but at becoming an exceptional CSR, and to accomplish that, there are many pieces ...
Article in Customer Service

Customer service is more than greeting customers with a smile or being polite to them as some customer service tips would have you believe. It also includes having policies and ...
Article in Customer Service

In recent years, that CSR team has been assisted with various forms of technology, and when used properly, can be a great benefit. The Interactive Voice Response (IVR) system is ...
Article in Customer Service

Trek makes bicycles.  Trek Travel plans bike tours and hires people to be tour guides.  What could be better than biking around Europe on great bicycles, seeing the ...
Article in Customer Service

Regardless of how long you have worked within the CSR field, there are always new things to learn and since every customer is different, there are always new angles to approach ...
Article in Customer Service

Customer service is a common phrase, used in just about every business. It can pertain to actually creating a product that solves a problem or meets a need.  Customer service ...
Article in Customer Service

Just because a company is making money does not necessarily mean they are making people happy with their service. That is what was discovered in a recent study by Empathica Inc., ...
Article in Customer Service

Consumer confidence and a stronger job market are a bit like the chicken and the egg. It's impossible to say which one comes first, but it's obvious the two are closely related. ...
Article in Customer Service

Job searching can become frustrating and tiresome. In fact, there are many things about the job search that could be causing you problems without you knowing it. Here are a few ...
Article in Customer Service

J.C. Penney has been around since 1902 when  it first opened as the Golden Rule Store in Kemmerer, Wyoming.  It now has over 1,000 stores, known for filling the retail ...
Article in Customer Service

Remember your first day on a new job?  Everything was new, exciting.  There was so much to take in.  First impressions at every turn.  Seeing a place for the ...
Article in Customer Service

There are so many great and various types of tips that can be given for those desirous of joining the CSR field, many of which I have written on in the past. When it comes to ...
Article in Customer Service

Not much has changed in the world of customer service since Harry Selfridge, founder of Selfridge’s department stores coined the phrase, “The customer is always ...
Article in Customer Service

During a job interview, it's common for the potential employer to ask about your reasons for leaving your previous job. For applicants, it's a challenge to come up with a truthful ...
Article in Customer Service

We constantly hear people who say they are looking for a job, and rarely do we hear them say they are looking for a career. Many people have fallen on hard times in the current ...
Article in Customer Service

Despite a drop in earnings, Amazon is launching into yet another market to grab its share of customers and revenue. A New York Times article, “Amazon Delivers Hiring ...
Article in Customer Service

Innovations in communication technology have spurred new customer service trends in recent years. Many companies, especially those that do a significant amount of business online, ...
Article in Customer Service

The CSR is a key position for most every company. CSRs play a critical role as the interface between customer and company, but the position does not always get the just dues it ...
Article in Customer Service

At a five-star resort you’d expect the guests to be jet setters, dressed to the nines in the latest fashion, adorned with diamond studded earrings, watches and bracelets. ...
Article in Customer Service

It is always a good idea to examine the ideas and philosophy behind great businesses that have had great success in serving others. July 17 marked the 58th anniversary of the ...
Article in Customer Service

Kickstarter has become the go-to funding source for many artists, designers, videographers, and other creative professionals. The company's website, Kickstarter.com, allows people ...
Article in Customer Service

Almost every career field has its own language. The jargon of your career is great for internal communication with others who speak the same language. However it is important to ...
Article in Customer Service

So you think your customer service is great and you’ve got lots of happy customers coming through the door and accessing your online stores.  You’re making money, ...
Article in Customer Service

Okay, so now you’re fresh out of school, and ready to pound the pavement seeking a career path. Unfortunately, you have never, or rarely ever been to a professional ...
Article in Customer Service

If your job search has stalled, it may not be the economy or job market or the lack of new jobs in your area, profession or industry.  Entrepreneur magazine reported that ...
Article in Customer Service

Customer service professionals use information from the American Customer Satisfaction Index to see how well they are doing in terms of providing excellent customer service. This ...
Article in Customer Service

Can customers learn to love their banks? Banks are losing their luster with e-banking sites like PayPal and Google Wallet making banking and completing financial transactions ...
Article in Customer Service

Having a great customer service team means building with diversity. The CSR position, unlike some other career fields, tends to be less age biased in practice, because when it ...
Article in Customer Service

We speak often about tips for providing excellent customer service, and the amount of real life tips seems almost endless. We speak of going the extra mile beyond just the basic ...
Article in Customer Service

Customer service professionals walk a fine line between providing just the right level of support and pushing customers away with too many offers of assistance. Most customer ...
Article in Customer Service

Buy one get one free (BOGO) is a favorite feature at many grocery stores. The thought of getting something for free brings customers in the door. If a shopper has coupons for the ...
Article in Customer Service

Social media tools make it easier for customer service professionals to identify and respond to customer issues. In fact, several companies are now using social media customer ...
Article in Customer Service

The idea of establishing a company culture is nothing new, but it is not something all that leadership takes seriously or always places as a priority. A couple of months ...
Article in Customer Service

The U.S. unemployment rate fell to 7.5 percent in April 2013, but it is still elevated when compared to historical levels of unemployment. This lower unemployment rate has an ...
Article in Customer Service

 One wouldn’t think an app itself could be responsible for memorable customer service. But one app did just that, as reported in an Inc.com article, “Make Your ...
Article in Customer Service

A few weeks ago I wrote a short post dealing with what I called magical phrases. These were positive words that customers benefit from hearing and should be used often. This time ...
Article in Customer Service

Since the recession began (at least the last one), the job market has changed dramatically. Gone are the middle-management jobs—those multiple rungs on the corporate ladder ...
Article in Customer Service

In the past, customer service agents didn't have to know much about a company's products. As long as they could create positive customer experiences and answer basic questions, ...
Article in Customer Service

Pride – it’s that pesky little trait that can work for or against you, depending on the scenario and use of it. “Pride comes before a fall!” “Take ...
Article in Customer Service

Before you order a taco from Taco Bell, you might want to check online to read about the controversy stirred by a photo released by the Consumerist, a blog put out by Consumer ...
Article in Customer Service

Customer service is a multi-function job. Not only must you take the right actions to satisfy the customer, but you must also learn to say the right things along the way. For ...
Article in Customer Service

If you’ve ever been late for a flight and had to scramble through a strange airport to your gate, you know the panic of trying to read confusing signs with arrows that seem ...
Article in Customer Service

Providing good customer service is essential to the success of any company. A customer service professional must be able to calm angry customers, listen to customer concerns, and ...
Article in Customer Service

Talk about versatility. How would you like to hire someone with a resume like this? Legendary star of TV’s Jeopardy. Medical miracle maker. Customer Service Agent ...
Article in Customer Service

The longtime, well-known motto for those in CSR is that “the customer is always right.” Of course, the essence of the saying is that you are to do anything and ...
Article in Customer Service

 The difference between good and great customer service may easily boil down to how well representatives and managers listen to their clients. Many issue simple customer ...
Article in Customer Service

You’re probably asking the questions, “What’s a net promoter score anyway, and why should I care?" That’s fair: most people wouldn’t know what ...
Article in Customer Service

Times have changed. The world has changed. But don't let that distract you. Old-fashioned customer service skills are worth dusting off and restoring to the daily practice of a ...
Article in Customer Service

In 1962, when television was black-and-white, and gasoline was $0.31 a gallon, Texaco launched an effective ad campaign telling American drivers, “You can trust your ...
Article in Customer Service

When interviewing for a position as a CSR, you are likely to get asked all of the typical questions like: “Where do you see yourself in 5 years?” – “What ...
Article in Customer Service

It is a good sign that a job change is in order if you have a temper that gets the best of you. Especially if you are working or desire to work in a customer service-based ...
Article in Customer Service

If anyone ever knew how to take care of customers, it was J.W. Marriott, the founder of the Marriott Hotels and Resorts. The cornerstone of his success was his belief in the ...
Article in Customer Service

When it comes to delivering top-notch customer service, good communication is essential. If you expect members of your customer service department to deliver excellent service, ...
Article in Customer Service

 Job openings for customer service representatives may be plentiful, but the competition is also fierce. Entry-level positions may garner hundreds of applicants; supervisory ...
Article in Customer Service

Being active in a job search requires skills that may be above and beyond your normal every day or even career skills. For one thing, it requires leadership skills. You are the ...
Article in Customer Service

If you’ve ever started a business, or had a dream of starting one, you probably know how difficult it can be to write a business plan, attract investors or go through the ...
Article in Customer Service

 Complex customer service policies confuse consumers and frustrate the professionals tasked with resolving customer service issues. Although you may not have control over the ...
Article in Customer Service

I have written recently on the new ways social media is effecting the job search. One of those articles looked at how things like tweeting on Twitter may become more important in ...
Article in Customer Service

According to the U.S. Small Business Association, there isn’t anything “small” about small- and medium-size businesses.  They may only have one employee, or ...
Article in Customer Service

 For many businesses, customer service is a crucial part of everyday operations. Excellent communication and friendly service can go a long way in building relationships. By ...
Article in Customer Service

If you are actively looking for job as a CSR, it is always great to have some up-to-date idea ammunition under your belt. Ideas on developing a customer loyalty program can be ...
Article in Customer Service

A good customer service support team is imperative to the success of your business. It does not matter what you are selling, or even whether it is services or products. The sales ...
Article in Customer Service

Who likes to admit that they don’t know something? Most people like to think that they are experts at something. We go to school, then to college and often spend years ...
Article in Customer Service

For the CSR desiring to be successful, gone are the days of just providing basic service. Competition is fierce, and an attitude of always striving to go above and beyond is a ...
Article in Customer Service

 In a corporate landscape littered with customer-service models based on quick sales and minimal human contact, some consumers are beginning to feel alienated. This ...
Article in Customer Service

While customer service may seem like a fairly straightforward concept—satisfy customer needs to increase business—it requires a certain amount of legwork to prepare it ...
Article in Customer Service

For companies seeking to offer better service to their customers as well as potentially increasing sales, properly accumulating and utilizing customer data is a must. Most ...
Article in Customer Service

Of all the applicants you interviewed for the Customer Service Rep position, the last one was the nicest. There were quite a few that had excellent skills and experience. Some ...
Article in Customer Service

Professional golfers or tennis players wouldn’t think of showing up for a tournament without their “A” game. Even amateurs strive to play on the “A” ...
Article in Customer Service

If you are looking to step into new territory by entering the customer service community, there are many key issues you need to be aware of in order to be a better candidate. With ...
Article in Customer Service

A strange thing is happening to customer service. When just about everyone had to physically walk into a store to purchase anything, customers expected to get good service ...
Article in Customer Service

Everyone in business wants to make money and while suffering few losses. Keeping merchandise from walking out the door is one way to prevent loss and improve customer service. For ...
Article in Customer Service

When customers get upset, they may or may not contact the company for a resolution. By now, most companies should know that they need to have a reachable presence in the social ...
Article in Customer Service

Every career has its ups and downs. Some careers go along smoothly, and then because of a changing economy, slipping performance or conflict with a boss or co-worker, things go ...
Article in Customer Service

Customer service is the key component for the thriving of most consumer-based businesses. According to the 2012 American Express Global Customer Service Barometer, many customers ...
Article in Customer Service

Since St. Patrick’s Day is almost a national holiday and a non-gifting one, people tend to go to bars or restaurants to celebrate the “wearing o’ the ...
Article in Customer Service

Anyone who has read my posts with any consistency will know I harp on this topic all the time. The CSR team of the company is the front line and of most importance to customer ...
Article in Customer Service

Customer Service has many different aspects to it, but one of the most important is dealing with irate customers. One thing to keep in mind is not to lose your own temper when ...
Article in Customer Service

For years, a professional resume had a certain format. Contact information at the top. Next, a summary or career objective, detailed work history, education,  professional ...
Article in Customer Service

There is nothing new about this news: retail stores are finding it hard to compete with the online world. More and more, customers browse locally, but buy online. Companies that ...
Article in Customer Service

With an unemployment rate sitting at 7.8% there are plenty of job seekers looking for jobs. In some areas of the United States, the unemployment rates are much higher. At the ...
Article in Customer Service

The small, personalized floral shop may become a thing of the past. Don Goede of Skyway Creations explains, “Someone said to me, you should be excited that the competition ...
Article in Customer Service

Great customer service – some places work at it, while others do not seem to as much. In my reading this week, I ran across a couple of articles that offer great reminders ...
Article in Customer Service

“Neither snow, nor rain, nor gloom of night, stays these couriers from the swift completion of their appointed rounds.” These words, ascribed to Herodotus in 530 B.C., ...
Article in Customer Service

Customer service is more than just helping your customer find something; it’s about letting the customer enjoy the whole shopping experience. There are lots of books and ...
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Rolestorming is a simple exercise in brainstorming techniques that was invented by Rick Griggs in the 1980’s. It was then described by Dr. Auther VanGundy in his 2004 book, ...
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Well, we are now more than a month into the new year, so how has it been so far? Stop for a moment and think back to see if you are on track for your resolutions. Most have a good ...
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When a customer is unhappy with a purchase, she can take it back to a store or ship it back for a refund or replacement. Companies are so eager to please and retain customers that ...
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Customer service is both simple and complicated. Companies have elaborate online customer service systems to handle inquiries and complaints from customers across the street and ...
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Customer service has stepped into the age of social media networking. With customers looking for a direct line to customer service through media, you need to have answers ready ...
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It is common for managers to tell their CSR that they are doing a “super job,” or refer to someone as their “hero” when they really come through in a ...
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About twenty-two years ago, the Harvard Business School was involved in a study with Bain & Company analyzing the impact and cost of gaining new customers as well as that of ...
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Retailers know that poorly executed pricing strategies can end up affecting the retail industry as a whole. Figuring out how to price a product is not always easy. Two key ...
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Here’s the good news. Social media provides a multitude of easy, online ways to connect to customers and provide fast customer service. Now for the bad news…well, ...
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At face value, it may seem outrageous to consider firing some of your customers. In a competitive market with a down economy, it makes more sense to cater to even the most ...
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When you decide on the layout of your store, plan it carefully. How your store is laid out can play an enormous role in your profit margin and your customers’ shopping ...
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When a customer walks into a store and seeks the attention of a CSR, what do they expect? Obviously, they are expecting service. But what kind of service? Should they expect the ...
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A Yahoo! Finance article spotlights changes made by the global provider of extended service plans and product care, N.E.W. Customer Service Companies. Some of these changes ...
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Looking for a hot new job in the New Year? Customer Service was ranked #10 in a list of the “13 Hot Jobs for 2013,” according to Randstad via PR Newswire. Hot means ...
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Newly-evolving software is now making it possible for the computer to listen to a conversation, and by analyzing the patterns tempo, tone, pitch and more, it can identify various ...
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The New Year is a great time for making resolutions. The problem is, most people make a long list of unrealistic goals (lose 20 lbs. in two weeks, exercise every day, stop eating ...
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Traditionally, it used to be that women did 80% of the grocery shopping. With the leveling of male and female roles, an increase in single parent households and unemployment from ...
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What did the local barber know about customer service that today’s digital powerhouses don’t know? They knew how to keep customers by building relationships, give ...
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Many call centers like to limit how long their reps stay on the phone with a “less is best” attitude towards call times. Zappos, the online shoe and apparel retailer ...
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Have you ever been out and run across one of those rare CSR encounters where they went above and beyond your expectations? It is very rare, but I have had such an experience. ...
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 Before everyone had a Smartphone or Internet access, unhappy customers would call a customer service line, write a letter or show up at the offending business ...
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Counterfeit merchandising is the act of making or selling goods that look like name brand goods or services or have a fake trademark. Selling counterfeit merchandise is illegal ...
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In the past I have written many times of the importance of thinking of the Customer Service Representative (CSR) as an important frontline position, and not a secondary one as ...
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As companies struggle in the battle between brick-and-mortar stores and online shopping, the game plan is always changing. There is one thing that is consistently needed, though ...
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If it takes you more than three minutes to read this article, you’ll most likely be distracted by an email alert, Facebook notification or someone passing by or interrupting ...
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When you are considering your sales strategy, don’t forget the Moms. According to Packaged Facts’, mothers are 43% more likely to go online for coupons than other food ...
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One of the problems with online customer service is the lack of visual and vocal clues that help to understand the writer’s intent or feelings.  Words on a screen or in ...
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The end of the year is coming up quickly and with it, all the loose ends to tie up. You have tasks to complete and end of the year activities to review. Also, pausing to reflect ...
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A lot can be said about how a company views their customers, just based on the type of customer service they provide. With the CSR horror stories frequently popping up in the ...
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'Tis the giving season. While children are making wish lists for Santa, working grown-ups have something on their lists that might surprise their employers. It doesn’t come ...
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Color can influence a customer’s behavior and buying preferences. While the merchandise color itself can affect buying decisions, the colors surrounding the customer can ...
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If your CSR crew is falling behind or just seems disengaged with the company’s goals, there are two basic ways you can approach the fix. You can focus on fixing the ...
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Many times in the past I have written articles harping on the importance of having a strong front line of highly trained and professional customer representatives, and while this ...
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What would you do if email suddenly disappeared? Well, according to an article in Fast Company, “Email Is The New Pony Express—And It’s Time To Put It ...
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Employees resign for many reasons, even just quitting without notice. Training new employees to replace them is expensive, time consuming and affects your customer service. ...
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As an entrepreneur of a small company, I used to scramble for more ways to attract new customers. Now, in looking back, I realize it might have been more advantageous to work at ...
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You may have heard of the Oogieloves. You would--if you were one of the few people that saw the movie. According to data from Box Office Mojo, “The Oogieloves In The Big ...
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I was an online store owner starting in 1998, and overall I did fairly well before finally pulling the plug on it in 2011. In that time period, I tried a variety of ways to ...
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Let's imagine there are customers in your store that make all your alarm senses go on alert. One is picking up items randomly, glancing around, and putting them down again. Her ...
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Now that the presidential  election is over, it’s safe to pick up the phone again. Gone are the hundreds of “robo-calls” with their scripted messages urging ...
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Customer service can be difficult when you're confronted with a tough customer. Customers are not always rational or considerate when it comes to how they deal with service ...
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Every company has complaints about their products, even your company. How you handle these complaints is the difference between a satisfied customer and an unhappy customer (with ...
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When discussing customer service, most companies will point to their excellent policies and procedures for making external customers happy. They go to great lengths to ...
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When it comes to great customer service, a quick response time is imperative. When something goes wrong, and a customer has to wait any real length of time, it just adds to the ...
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The mortar and stone retailers have Black Friday and you, as an online retailer, have Cyber Monday. Cyber Monday is the Monday after Black Friday, the biggest online shopping day ...
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Corporate meetings can offer a pleasant escape from the monotony of the office to exotic, exciting places. While organizations expect to get something accomplished, many ...
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The more confident a person is at a given task, the more likely that person will succeed at satisfactorily completing that task. Without confidence, people tend to be more fearful ...
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If you think that employers are looking for the best applicant for a customer service job, think again. That statement flies in the face of most job-search advice. You would think ...
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Do you want to work for Google? Do you live in or near Mountain View, CA? If so, I wouldn't blame you. From the great employee perks like free meals and on-site massages, the ...
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Black Friday is one of the busiest shopping days of the year. The day was named because many retail businesses traditionally went into the black financially on that day. Customers ...
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It is pretty hard to expect great customer service from a staff of representatives that are less than happy with their surrounding work environment. Therefore, one of the first ...
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No one can deny that Apple is an industry powerhouse. Even though its latest iPhone 5 only brought in a disappointing $8 million in sales, they topped previous numbers with over 5 ...
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Customer service has always been about people helping people and usually it is considered to be that face-to-face interaction that accomplishes the goal of providing for the ...
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Customer service is all about pleasing the customer. Retailers, service providers and manufacturers spend lots of money on market research and focus groups to find out what the ...
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Customer Service is important for the entire year, but during the holiday season you have to step customer service up a notch. You and your customer service team’s primary ...
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As taxpayers, the US citizen is technically a customer of their government. However, if you have had to do much business with government agencies, you probably realize that the ...
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Several types of focus groups can be used for the purpose of learning more about your customers. Focus groups can be extremely helpful to discover what your customers are ...
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The shift to online shopping has affected a lot of businesses. Magazines and newspapers are shrinking—in size and pages--as more readers turn to their Smartphones and IPads. ...
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Social media has exploded in growth and popularity over the past few years, and while many companies use it as a promotion tool, it now truly has the power to do more damage to a ...
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No one likes to call a customer service line and get a robotic response that comes straight off a script, read in an unfeeling monotone. Or, stand in line at the customer service ...
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There are positive signs of a change in attitude towards plus-size women in popular culture. Some of this change is because of the message that plus-size women such as singer ...
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 The secret is out. No, not how Apple is able to turn out dazzling new iPhones and iEverythings at the speed of light and create a buying frenzy that singlehandedly boosts ...
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 Layaway programs are a fantastic way to increase your customer traffic and repeat business. To determine if a layaway program is right for your business, you must know ...
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Customer service representatives must serve – even the angry, somewhat hostile patrons. As a customer service professional, you are almost guaranteed, at one time or ...
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 If your work includes dealing with the public, you’ve probably had days when you would like to hug one customer and strangle the next. Not literally, mind you. But ...
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 The internet opens more ways to collect customer data than ever. Your main concern when you start collecting data should be protecting the privacy of the customer. With ...
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When it comes to customer service, the key word to focus in on is service – to serve is the goal. But what does that look like, and why do some companies still seem to ...
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“The Customer is Number One.” Isn’t that the golden rule of customer service? If you have a business or work for one, you’re only there to serve your ...
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 I strongly believe that when you are working in customer service, you must be aware of your personal style and strengths. The keys in this are your ability to interact with ...
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When it comes to a business’s reputation in the consumer’s mind, a lot of weight comes from consumer experiences with employees in the first position of servicing the ...
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The old salesman’s saying—there’s no customer like an existing customer—rings true more than ever in these tough economic times. And one of the best ways ...
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 Making your business presence noticed online isn’t easy but even through the advertising and blurbs from an array of other businesses, it can be done. While Facebook ...
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 My husband and I were out shopping this past weekend and stopped at an upscale, boutique-style market. We shop there all the time for the hand-cut meats, fresh vegetables ...
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When it comes to being in the field of customer service, there are as many tips and guidelines as there are potential customers; so being fully prepared for any and all possible ...
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Tap. I didn’t order this. Tap-tap. Why is only one register open? Tap-tap-tap. “Please press eight if you’re experiencing pangs of anxiety and ...
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A few days ago I went into my local cell phone providers store to look into upgrading my son’s phone as a birthday present. For the past few years, I have had the ...
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 My daughter decided to get married sooner than the original plans of next year.  In fact, they gave me about a week and a half to get everything ready for a small ...
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 I attended a business roundtable last night called by our local officials to explore ways to make our city more business friendly.  There were suggestions on lowering ...
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 What do you do when life gets you down? Sing about it. That’s what 25 year old Starbucks Barista Christopher Cristwell did when the customer complaints at his job were ...
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  With everything moving at the speed of business, where the bottom line is king and sales trump salesmanship, there lies the lost art of customer service. It’s ...
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 I rushed into the supermarket to buy a gift card on the way to a friend’s birthday party. I decided a gift card would be a great way to show I know what he likes by my ...
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    You decide to look for a job online in customer service but it is overwhelming for you. How do you know where to look? Is it better to focus on large job sites in ...
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Consumer loyalty is taken for granted with some annoying customer service policies. For many companies, it seems to be a matter of seeing how many fees, how much bad service and ...
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In previous weeks I have written regarding an ongoing issues I had which was started by a lightning strike to the ground outside my house, which sent a surge through the buried ...
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 Every time I walk down the streets of our main downtown business area, I’m struck by the number of businesses that have closed after a short time and those with ...
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In a previous post two weeks ago, Laziness, Priorities, and Customer Service, I wrote about a recent horrible customer service experience I am in the middle of with my local ...
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Here is a real-life story that just happened to me the very day I am writing this. I will refrain from naming names, but not because of a desire to protect any ...
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Angry customers are dangerous…to your business that is. While it may be that 99% of your customer base is generally satisfied by your company and service, the truth is, it ...
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In this day and age, when almost everyone has a mobile phone and almost everyone has that phone tied into their Twitter, Facebook, and blog accounts, the spreading of bad news can ...
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Have you ever received poor customer service and asked for a supervisor to report the problem only to have the situation made worse by management? Recently, I experienced opposite ...
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When it comes to running a business, there are so many things that have to be focused on in order to keep things running smoothly. Keeping it all going can take a whole team of ...
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In my post last week, I began looking at some of the frustrating things that often occur or are assumed to be the normal way of doing things by many when it comes to the idea of ...
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Being a great customer service representative and fully satisfying the needs of the customer does take a little effort, something it seems only a few want to take the time to ...
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A recent article by Michael Hess on the CBS Money Watch site seeks to get to the root of the issue that plagues customer service, and I am inclined to agree with his conclusions, ...
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 There are some important things that I learned about customer service as an executive in a small company.  One was that we had to act and react to events like a big ...
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Dealing with issues that arise while working in almost any kind of customer service position can require quick thinking and a good knowledge of your company and product, so as to ...
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The fine art of excellent customer service is one that takes the proper amount of care for the customer, without becoming an irritant to them. There are many ways you can irritate ...
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I recently had a very good experience with a company dealing with their customer service.   As a retired executive of a small company, I know about customer ...
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If you work in a customer service field that requires you to deal with customers and clients mainly through telephone communication, then there are many tips you should be aware ...
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A recent expose’ looking into bad customer service at some major retail companies was recently posted, and the results are very saddening. The report was conducted by ABC15 ...
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In recently looking through some various articles on customer service in general, I ran across one that gave some tips to consumers on how to reach out and acquire quick service ...
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If you work in a branch of the customer service industry that gives you interaction with customers via a telephone, here is some interesting information from a study discussed in ...
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In the past few postings, I have been examining various aspects and tips for what it takes to truly succeed in the customer service industry. At various times I have touched upon ...
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In my last week's post, we looked at the difference between achieving and succeeding, especially when it comes to working in the customer service field. Now I would like to take a ...
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I have written and touched upon the topic of required traits for a person to be really successful in a position in the customer service position; things like a certain kind of ...
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 In Customer Service, it can be the little things that count. The little things make a difference in whether or not a customer returns to your store. Some little bothersome ...
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As I have been writing and reading more and more on what is the standard excellent customer service, it has made me more and more aware of the service I now receive as I go places ...
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A company is only as good as what the customers think it to be - good words indeed. Remember, when you work in the customer service field, you are the "face" of the company - you ...
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Time and time again, when we speak of working in the customer service field, we talk about the customer experience and the importance of treating the customer in a way that makes ...
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If you are looking to work or currently working in the customer service field, I would like you to pause for a moment and put on your customer hat. Let's do some role playing and ...
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In Job Applications and You, Part I, we discussed how to fill out a job application for a job in customer service or for any job, for that matter, correctly. In Part II, we’re ...
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Working in a customer service position is a job that requires a totally different frame of mind than is required on the street. When dealing with customers, your job is to give ...
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When it comes to good customer service, it is important to keep motivation and spirits up, since it can be easy to lose sight of the goal and purpose, and instead focus on the ...
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Do you enjoy driving different models of cars? Are you fast on your feet? Can you drive a stick-shift? If all these things appeal to you, you might consider a valet parking ...
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In the post "Do You Have What It Takes?" back in September, I took at look at some of the skills and personality traits needed to truly succeed and provide excellent customer ...
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Customer service positions are some of the toughest positions to properly handle for many people, because of the selfless requirements that come into play in such a career field. ...
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As I mentioned in my last post, a position in the customer service position can be one of the toughest positions for many people to function well in, since it requires a lot of ...
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In my previous two posts I discussed the need for all customer service businesses to provide some way to allow customers to give feedback, and the importance of using, and not ...

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