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How Purpose Rather Than Function Should Drive your Customer Service Culture

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 [...]

By |2018-11-23T15:19:26+00:00November 23rd, 2018||0 Comments

The right way to answer customer service questions

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. [...]

By |2018-10-20T18:45:28+00:00October 20th, 2018|, |0 Comments

How to handle challenging customer service questions

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 [...]

By |2018-10-20T18:47:04+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 |2018-01-08T13:26:05+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 |2018-01-08T13:26:05+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 |2018-01-08T13:26:28+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

How to build a customer centric culture

For many decades now, businesses have pretty much all sang from the same hymn booka when it came to putting customers first. We’ve all heard the songs: We only succeed when you do…The customer is always right…The customer comes first… And on and on and on it went. It’s often [...]

By |2018-01-08T13:26:29+00:00February 21st, 2016||0 Comments

Developing Customer Loyalty in Banking

For banking institutions, just like retail businesses, seeking a new level of sustainable profitability is a constant challenge. Over the last half-dozen years, bank retention rates and loyalty scores have remained stubbornly low, even as other banking options have emerged. With online banking now part of the norm, retail banks [...]

By |2018-01-08T13:26:29+00:00July 16th, 2015|, |0 Comments