Whether it’s a global issue like COVID-19 or a local emergency, businesses must have a crisis communication plan in place for their customers. This goes beyond minor adjustments to marketing messages. The plan must extend to customer service teams, your website, social channels, customer-facing...
"We are experiencing higher than normal call volumes . . .”
“All of our agents are currently busy . . .”
“We’ll get to you as soon as we’re back at our desks.”
That last line may not be something you’ll hear when you reach out to a company for service and support, but you can almost imagine...
Go to the counter at a coffee shop or fast food restaurant and you’ll occasionally see an employee looking slightly nervous and wearing a badge that says “TRAINEE.”
These people usually aren’t left completely on their own. There’s often a more experienced team member showing them the ropes....
Anyone can rhyme off a bad experience that soured them on the promise of customer service. This can range from being kept on hold indefinitely and having no one respond to a message or post on social media to an urgent email message that seems to disappear into the ether.
This is why, at first,...
Sometimes, when kids ask “Why” a few too many times, frustrated parents might find themselves hauling out the age-old response, “Because I said so!”
Children are rarely satisfied with this kind of answer — just like customers who hear a phrase like, “That’s just our company policy.”
There are plenty of posters, laptop wallpapers or even fridge magnets that extol the virtues of great customer service. Maybe some of them are visible in the office where you work.
They might say things like, “Customer Service Is Not A Department. It’s Everyone’s Job,” or “Customer Service Is Not...
Someone should do a “streeter” about the definition of customer service.
You know those quick interviews that TV crews sometimes do with a wide range of everyday people, where they’re all asked the same question? That’s what those in the media call a “streeter.”
Streeters are fun in part because...
Free coffee, boxes of donuts and the occasional pizza lunch are all great treats or perks to offer members of a customer service team. They just aren’t enough to ensure they’ll have the level of happiness you need.
This is more important than some firms might initially realize. There is often a...
“We treat our customers like family” is a lovely sentiment, but it’s much too broad to be a customer service strategy, especially for larger customer service departments.
An effective customer service management strategy is essential for the growth of a business; it sets the tone for how customers...