10 lessons every entrepreneur should learn about customer service

November 24th, 2015   •   Customer Service   •   no comments   
10 lessons every entrepreneur should learn about customer service

Someone once said that sales without customer service is like stuffing money into a pocket full of holes. I couldn’t agree more. From my own experience, I’ve been able to grow my company’s conversions by 250%, just by talking to my customers. Undoubtedly, understanding customer service can make you better at business. With that in mind, here are 10 customer service lessons every entrepreneur should learn.
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The Customer Experience Portfolio

November 24th, 2015   •   Customer Service   •   no comments   
The Customer Experience Portfolio

By Jennifer Rice

Who are your priority customers and how do you serve them? Classic brand and customer experience theory says to focus on the “best fit customer” to drive relevance, yet it is rare to find a case where pleasing only one customer type can help achieve your goals. Case in point: when I took this position at Forrester, I started flying… a lot. Yet my 25,000 miles in 3 months on a certain airline didn’t align with their pre-set qualification period, so I didn’t receive status nor am I recognized in any way when I fly with them. That lack of recognition undermines loyalty, yet I’m precisely the type of customer whose loyalty they should be eager to gain.
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4 Most Important Call Center Customer Service Representative Qualities

November 24th, 2015   •   Customer Service   •   no comments   
4 Most Important Call Center Customer Service Representative Qualities

Good call center customer service representatives are hard to find. To be the best, they have to have the right personality, skills, and fit for your team. And because customer service directly impacts revenue, you should aim to build the best customer support team possible.

Here are some key skills that the strongest call center customer service reps possess as well as tips on how to refine your skills if you’re not quite there yet:
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3 Traits of a Great Customer Service Representative

November 24th, 2015   •   Customer Service   •   no comments   
3 Traits of a Great Customer Service Representative

Your brand may have the best products, the best pricing and the most data, but if you aren’t engaging and empowering your people, you’re still operating at a competitive loss.

According to the most recent Gallup State of the American Workplace report, “when organizations successfully engage both their employees and their customers they experience a 240% boost in performance-related business outcomes compared to an organization with neither engaged employees, nor engaged customers.” Gallup notes that the moment an engaged employee connects emotionally with a customer, “it’s a source of untapped power that has profound implications for a company’s productivity and profitability.”
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6 Keys to Improving Your Team’s Customer Service Skills

November 24th, 2015   •   Customer Service   •   no comments   
6 Keys to Improving Your Team’s Customer Service Skills

How to make sure your customer service team is skilled, empathetic, and engaged

What is the most important thing you can do to improve relationships with your customers? The answer is as obvious as it is overlooked: improve customer service. No matter how great your product is or how talented your staff is, one of the things that customers are most likely to remember is the direct interaction they have with your company.

Bottom line, your customer service team is often the face of your company, and customers’ experiences will be defined by the skill and quality of the support they receive.
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