Customer Service Gems

By Inrol | Tips and tricks to get your customer service game to the next level

T-Mobile whips out a new secret weapon for customer service: Humans

In a T-Mobile online video, actor Rainn Wilson demonstrates the value of human agents.It was only a matter of time before the oldest kind of customer …

Customer Service

How Soft Skills Can Help You Get Ahead in a Tech World

Knowing how to code will only get you so far.<p>Opinions expressed by <i>Entrepreneur</i> contributors are their own.<p>You've read the headlines: If you don't have tech skills, your career is doomed.<p>While it's true that technology plays a huge part in virtually every job out there, plenty of other skills …

Emotional Intelligence

Stuck in customer-service hell? Here's the secret to solving your problem: you

Loretta Gromo wanted to do something special to celebrate her wedding anniversary, so she decided to book a Royal Caribbean cruise to mark 25 years of marriage to her husband, Bob.<p>After 34 years as an elementary school teacher, she was experienced in handling a range of behaviors, including a lack …

Customer Service

Why Emotional Intelligence Is Key for Customer Engagement

Emotional intelligence is the cornerstone of your customer engagement strategy.<p>Customers buy your products based on how they feel. And that feeling …

Emotional Intelligence

WAYNE YOUNG: Having a qualified person answer the phone — priceless

Call me old-fashioned, but I always appreciate when my first point of contact with a business is another human being, a person who answers my …

5 ways to improve your customer service

<i>This is part of a series of columns by Jay Baer, a digital marketing expert. It is presented by</i> <i>Chase for Business</i><i>.</i><p>For decades, many small businesses …

Customer Service

25 Customer Service Statistics Worth Thinking About

There are plenty of customer service statistics out there that prove how valuable it is. But, without that statistics, it’s easy to understand that …

Customer Experience

This Mechanic Fixed My Car After a Stressful Accident--and Taught an Outstanding Lesson in Customer Service

Poor customer service kills 55 percent of potential transactions. These five tips can help.<p>Last Sunday, while driving back from the lake house, I got into a car accident.<p>Accidents are always stressful. The adrenaline dump triggers our biological fight or flight response. To make matters worse, I …

Customer Service

Why 'Customer Experience' Doesn't Cut It

Customer Experience

How to Ask Great Questions

Much of an executive’s workday is spent asking others for information—requesting status updates from a team leader, for example, or questioning a counterpart in a tense negotiation. Yet unlike professionals such as litigators, journalists, and doctors, who are taught how to ask questions as an …

Psychology

Why reducing customer friction is the new customer loyalty

Kate O’Neill, a keynote speaker and noted customer experience expert, has observed quite a few companies ​looking for ways to anticipate ​points of friction and using tools to ​ease it​. O’Neill points out that those companies that need to build plenty of top-of-funnel awareness but still see most …

Customer Experience

Elevate What Consumers Appreciate

The insights within this infographic are based on a CMO Council report titled "Elevate What Consumers Appreciate: Increase Brand Attraction by …

Why Your Salespeople Need to Spend Time in Customer Service

You'll never learn more about what people want than you will by really, really listening to them.<p>Opinions expressed by <i>Entrepreneur</i> contributors are their own.<p>When I started running my own business, I did everything myself. I was in charge of sales, marketing, accounting, HR, customer service and …

Customer Service

Your Customers Still Want to Talk to a Human Being

The rise of the internet has opened up new possibilities for communicating, from emailing and blogging to mobile video chatting and exchanging GIFs over messaging apps. This digitization has not been limited to consumer interactions. Most businesses now communicate with their customers through …

People prefer dealing with customer service agents who say ‘I’: study

Researchers at Wilfrid Laurier University say the first-person pronoun, though not typically used in customer service scenarios, may result in the …

6 Smart Ways People With Emotional Intelligence Respond When Their Buttons Are Pushed

hen conflicts flare at your workplace, how do you respond?<p>Everyone has a "drama" story at work. What's yours?<p>In a previous company, I vividly recall a senior executive marching down the hall spewing expletives on his way to wage war with a middle manager. An ongoing issue boiled over, and this VP …

The Real Reason United Airlines Just Told Flight Attendants to Improve Their Personal Grooming (According to Flight Attendants)

Is your United Airlines Flight Attendant unkempt?<p><i>Absurdly Driven</i> <i>looks at the world of business with a skeptical eye and a firmly rooted tongue in cheek.</i><p>Now this was awkward.<p>Here was John Slater, United Airlines' vice president for inflight operations, emailing Flight Attendants to do something …

To Stand Out In A High-Tech World, Embrace The Power Of No-Tech Touchpoints

Questions about artificial intelligence, automation, neuroscience, and technology enhancements dominate the conversations in boardrooms and team …

Consumers Don't Have Time for Poor Customer Service | eMarketer Retail

Fewer people are contacting customer service than they have in prior years but that doesn't make it any less important, according to a November 2017 …

10 Words From Bill Gates Every Business Should Immediately Embrace

Give those squeaky wheels the grease they deserve. It just might make your whole business operate more smoothly.<p>Every company deals with bad customers. People complain because they want something for free, because they had a bad day, or because they just feel like it. However, not all complaints …

What Your Customers Crave More Than the Stuff You're Selling (and How to Give It to Them)

It's all about the pursuit of happiness--and acquiring more things isn't the path most consumers want right now.<p>With Amazon and other e-commerce giants increasingly simplifying every purchasing process, it's become easy for consumers to be experts in buying and owning "stuff." But look around: …

For Better Customer Service, Offer Options, Not Apologies

<b>Jagdip Singh,</b> a professor of marketing at the Weatherhead School of Management at Case Western Reserve University, explains his research team’s new findings about customer satisfaction. He says apologizing is often counterproductive and that offering customers different possible solutions is …

How Customer Service Can Turn Angry Customers into Loyal Ones

Good customer service seems like common sense for businesses. But how valuable is it really?<p>Until now, this has not been rigorously quantified across different companies. Businesses are understandably reluctant to share their CRM and sales data, and most research in this field has been based on …

Service recovery: turn unhappy customers into loyal fans

The post talks in great detail about various tactics you can adopt to stop customers from leaving.<p>Zero defects is attainable in manufacturing, but …

Stop Exceeding Customer Expectations: To Create Immediate Loyalty Do This Instead

Everyone wants to exceed customer expectations, maybe it is time to modernize your methods.<p>Churn kills business.<p>A few years back I was part a global account team and we were failing with a Fortune 100 client. We tried everything: we looked at all of their business requirements and then went above …

This Experiment Tested the Online Customer Service at 5 Famous Retailers and Showed 1 Clear Winner

I set out to purchase a pair of casual men's jeans from five different retailers. This is what happened.<p>In an effort to improve customer relations, many retailers have added live chat support to their websites. A study by Forrester Research found that 44 percent of online customers say that live …

Your call is not important to us: How call centre agents stuffed up the world

Everyone with a phone is a victim of call centre agents. In this extract from 50 People who Stuffed up the World, the authors look at how unimportant …

How to win your customers with customer service empathy

Share:<p>Successfully building rapport with customers over the phone is so important to providing a good service or increasing sales.<p>Whether customers …

The Bumpy Road Ahead For AI In Sales, Customer Service

More companies are expected to deploy various forms of artificial intelligence next year and it looks like many customers aren’t going to be all that …