Communication without words
It’s the art of non-verbal speaking and we are all experts in the sense that we do it naturally and unconsciously, transmitting information...
Good call control – guiding the customer
If you’re in a call centre setup, or maybe some other kind of service or helpdesk scenario, then you know all too well the perils of the...
What is your customer experience strategy?
Aiming for excellent transactions with your customers, meeting their needs, providing value for money, creating loyal regular users… all common...
Resilient customer service
Anybody on the customer service ‘front line’ knows you need to be resilient. For every charming customer with a simple question or...
The recipe for a customer-focused team culture
We’ve all had a lacklustre, by-the-numbers customer experience. The fake, plastic monotone, “Would you like fries with that? / Thank you for...
33 Ways to NOT be assertive
We’ve all heard somebody say, “I was too assertive.” Well, unfortunately for that somebody, there’s no such thing as too assertive. Assertiveness...
Making customer service harder on yourself
Admittedly, the title of this post is a little strange. However, in case there’s any doubt, it is not a recommendation! More of an...
First impressions count
Do you believe in love at first sight? How about customer service at first sight? No, I’m not exactly sure what that might mean either but that...
Managers and customer service – the award for best supporting role
We’ve all heard (and maybe dreaded) the phrase from a disgruntled customer, “I want to speak to your manager.” But if you’re the manager in...
Questions – knowing what to ask and when for better customer service
As we mentioned in a recent post (The Art of REALLY listening to the customer) in customer service, “Before you can help, you need to...
The art of REALLY listening to the customer
When was the last time someone really paid attention to what you were saying? What was it like? Felt good, didn’t it? And you probably carried on...
Reception perfection
Whether your customer service is good, bad or mediocre (guess which one of those should be your minimum standard?) depends to a large degree on...