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How to Fuel Business Growth by Improving Customer Satisfaction

Let’s face it, we have all had a bad customer service experience. The big question is, were you able to – or willing to – let the business know of the experience you had? Did you feel comfortable communicating your issue to someone that could help? Did you try to [...]

By |2019-01-18T14:34:54+00:00February 12th, 2019||0 Comments

Expanding the Customer Service Culture in Retail

As competition grows and many businesses struggle to come to grips with an evolving marketplace, the quest for a better customer experience and increased level of satisfaction is becoming more important than ever. In fact, according to Gartner, nine out of ten companies hope the quality of their customer experience [...]

By |2019-01-18T14:34:58+00:00February 7th, 2019||0 Comments

How Purpose Rather Than Function Should Drive your Customer Service Culture

The competition for quality employees is stiff, and expected to become even more challenging in the years to come. Global competition demands it! Each company must turn its attention away from the traditional approach to customer service and look toward the development of a truly customer-centric customer service culture. Only [...]

By |2019-01-18T14:29:28+00:00November 23rd, 2018||0 Comments

The Right Way to Answer Customer Service Questions

Customer service often means answering a customers questions and no matter how these questions are conveyed, whether electronically or in person, there are certain principles that must be followed to ensure both good customer service and customer satisfaction. These principles are: 1. Reality trumps imagination 2. Genuine interest is vital [...]

By |2019-02-13T08:32:03+00:00October 20th, 2018|, |0 Comments

How to Handle Challenging Customer Service Questions

Customer service is the best way to help your company stand out in today's competitive environment.  But, it isn't always easy.  There will be times when your public facing employees will have to deal with customers who are angry or impatient, make inordinate demands, or who are otherwise difficult.  However, [...]

By |2019-02-13T08:33:08+00:00February 20th, 2017||0 Comments

Customer Experience in Banking

The local bank branch has been the traditional centre of customer experience in banking.  It was more than just a convenience, it was the place where customers interacted directly with the bank as an institution, and with its employees.  This changed in the 1980's and 90's as banks began to [...]

By |2019-02-13T08:39:34+00:00December 6th, 2016|, |0 Comments

Tips on asking the right Customer Service Questions

Your customers can be a marvellous resource in more ways than one.  They can bring you referrals, help you understand the marketplace and, most importantly, they can tell you what you're doing right and wrong.  In other words, they can help you expand your business in a number of ways. [...]

By |2019-02-13T08:38:50+00:00November 2nd, 2016|, |0 Comments

How Employee Engagement improves Customer Service

Employee engagement is not the same as employee satisfaction, although the two are related.  An engaged employee is a person who shows enthusiasm and commitment to his or her work. Employee engagement improves customer service, and engagement means that employees have an emotional attachment to their jobs.  They want to [...]

By |2019-02-13T08:39:22+00:00October 18th, 2016|, |0 Comments

Improving customer satisfaction through customer service

The purpose of customer service is to create a nurturing relationship with your customers - thereby improving customer satisfaction through customer service.  While this has always been so, it is now more important than ever.  The sheer choice presented to the average customer and the quality of communication available, means [...]

By |2018-01-08T13:26:28+00:00October 10th, 2016|, |0 Comments

5 tips to answer customer service questions

Customer service often means answering customer's questions and no matter how these questions are conveyed, whether electronically or in person, there are certain principles that must be followed to ensure both good customer service and customer satisfaction. These principles are: Reality trumps imagination Genuine interest is vital Pay attention Professionalism [...]

By |2018-01-08T13:26:29+00:00August 23rd, 2016||0 Comments