Thursday, December 29, 2016

5 Mistakes You Should Avoid with Your Customer Service Scripts

Somewhere along the line, the customer service industry envisioned that it would be a great idea to start scripting everything. On the surface, it seems as though a script allows little room for error.

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5 Mistakes You Should Avoid with Your #CustomerService Scripts:

Monday, December 19, 2016

Call Center Employees: The Superheroes of Customer Experience

Call center employees are the secret superheroes of every brand. These agents wield incredible power when it comes to customer experience, with the ability to build long-term brand loyalty and shape the customer journey. Positive outcomes for every customer interaction is critical.

Read the entire article here:
Call Center Employees are the superheroes of #CustomerExperience

Monday, December 12, 2016

5 Amazing Customer Service Lessons From Father Christmas

Christmas is fast approaching, and it’s one of the busiest times for different sectors all across the world. 

Even when you’re rushed off your feet, you can’t afford for your customer service to take a back seat. As a business, the customer is your main reason for existing, and you shouldn’t be afraid to pull out all the stops to keep them happy.
Given the time of year, there’s one person in particular that we can look to for inspiration on giving excellent customer service, and that is Father Christmas. We’ve taken a closer look at the work that Santa does, and chosen five of his best customer service lessons that businesses everywhere should be following.

1. Be friendly
There are certain traits that embody Father Christmas and are as synonymous with the name as the red suit.
While we’re not suggesting that you take a leaf straight out of his book, there’s certainly nothing wrong with injecting a little more friendliness into your customer service.
“Smile while you dial” is a well-known phrase amongst call centre workers, as the smile on your face comes across in your tone of voice. If you’re more customer-facing, be helpful every time you see a customer in need.
They may say no, but at least you’ve acknowledged their presence and shown them that you are willing to help.

2. Have the right team around you
Even the very best at their jobs need support around them; after all, Father Christmas doesn’t do it all alone! Throughout the year he has elves making the toys, and on Christmas Eve it’s up to his reindeer to fly him and all the presents around the globe to make millions of deliveries.
Your employees and co-workers may not have pointy ears or antlers, but they have the exact same value. Providing great customer support is a team effort; it isn’t just down to one single person, and it starts as soon as your customer first comes into contact with your business. From the first “hello” from a receptionist to tweets from a company’s Twitter account, every employee they come into contact with from that moment on should all be pulling in the same direction.

Read the rest of the lessons:
5 Amazing #CustomerService Lessons From Father Christmas

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