Here are our top 5 fundamental skills that will save your customer service team time, energy and (very often) their sanity. Embed them and get your team managing customers better and working better together. Before we go any further, let’s take a quick trip down memory lane about 10 years… Picture your customer service department sitting there; manning the ‘phones, running …
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Customer service teams need to be so much more than passive ‘call takers’ if you want to give customers exceptional service. “Well, why the *&^(%$ is your system so *&^&&^ing slow?” That was pretty much the customer’s opening line. And the call got worse from there. “It’s always like this,” said Charlotte. “Every time we …
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This is the first of two articles looking at how to make your processes more human and compassionate for bereaved customers. There are fewer more guaranteed ways to make the news than dealing badly with a customer’s death. Almost every story looks the same: Grieving relatives are shunted heartlessly through a completely heartless process by …
Whenever you talk to frontline customer services and customer experience pros, the subject of burnout or fatigue always crops up. What do you do with those team members in the trenches who are war-weary, going through the motions, operating the systems but just burnt out? There’s surprisingly little written about it. Perhaps it’s because no-one …
Nearly 50 ways to help burn out in customer teams Read More »
Yesterday, it took me 10 minutes to find some bin bags at the Supermarket. I walked up and down the middle isle like a zombie trying to find them – eventually I had to ask someone. “We get asked that a lot”, he said. He took me to a dark corner of the store. Hidden …
Why customer service communication skills are fundamental to better customer relationships Most customers have a call centre horror story. Whether it’s being bounced around multiple departments to solve a simple problem or knowing the person on the other end of the ‘phone has absolutely no power to help you with your problem. For a lot of customers, …
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We’ve got the technology – now what about the communication? That’s the question we often get asked when we’re helping customer service teams improve their communication skills. Customer care teams are now having to face an increasing amounts of pressures from customer expectations, internal demands and the ever evolving channels that customers use. Moreover, the …
Advanced Communication Skills in Customer Service are Vital Read More »
Live chat has quickly become a key channel for customer services, but there are still plenty of CS teams looking for ways to use it more effectively. Here are some real world tips we’ve picked up in our live chat work to get the best from chat – and avoid the most common pitfalls. The …
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Why are listening skills so vital to great customer service management? We are taught so many skills as young children, everything from tying our shoelaces to learning to speak and to read. How interesting that one of the most important skills a human being can possess is given no learning time at all throughout our education …
Need to inspire your team? Here’s some ideas for motivating your customer service team In the highly competitive world of Customer Service, creating and maintaining high levels of employee motivation is critical to organisational success. In an industry that is heavily reliant on people, highly motivated, loyal staff that consistently produce excellent quality work, overcome challenges …
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