Jakub Slámka

Customer is Always Right: why you should not believe it

Enforcing ” the customer is always right ” on your frontline teams immediately puts them against the customer. No matter how long you’ve been running a business or working in customer service, you’ve probably heard the phrase, “ The customer is always right ”. In...

Customer Service and Marketing: How 2 Different Areas Work Together

The marketing team drives customers to the business, whether that be an online shop or a brick and mortar store. They then help customers make their way through the buyer’s journey that ultimately leads to them becoming a customer. In other words, marketing done well...

11 Common Customer Service Phrases You Need to Know

Today, we have a bit longer but totally "worth it" article. Keep reading and let us know, what you think! Regardless of the industry, you work in, there are common situations that every customer service agent will run into. Some of these situations can be...

Grow Your Company Faster by Reading Customer Feedback

We recently read a crazy Linkedin post from Dave Grow, COO of LucidChart. Dave took a common piece of advice for entrepreneurs “to do things that don’t scale,” and used it to better understand his customers. He has read more than 100,000 customer support...

Four Pillars of Low-Effort Customer Experience

As a customer, we’ve all experienced customer service calls that feel impossibly difficult. Maybe you couldn’t find a way to contact the company. Maybe they made you jump through hoops to get what you needed. High effort experiences are these interactions that make you...

Make Your Work In Customer Service More Meaningful

You got into this job because you wanted to help people. (Or maybe you just wanted a paycheck.) But when you’ve just answered your 5th password reset email of the day, you might be struggling to decide if this job provides you with everything...

How To Leverage Customer Service Via Social Media

Customer service via social media – reserved for cat memes and rants from distant friends and family. Now it plays a crucial role in the marketing, customer service, branding and reputation management of a business. Customers like to share their experience with other people...

7 Writing Skills You Need to Know To Attract More Customers

Customers are much more likely to fill out a contact form, talk through a live chat system or write you an email. Of course, phone calls are still used during essential times, but this number is decreasing fast. So, here are seven essential writing skills...

How to Ask for a Raise in Customer Support

Asking for a raise can be the single most awkward conversation you have at work. But it shouldn’t be. With proper preparation and a foolproof strategy, asking for a raise is a simple conversation. We’ve put together this guide on how to ask for...

Aptitude & Attitude In Customer Service

It’s common knowledge in the business world that without great people, it’s hard to build a great company. Of course, some things are easier said than done. Aptitude and Attitude: Which one is more important? At a basic level, aptitude is an inherent ability or...

Humanizing Customer Service

Bad transactions happen sometimes. But they get even worse when customer service doesn’t get them sorted and the customer feels like no one is listening. Instead, the customer encounters with robotic responses and many lingering questions. Talk about frustrating. So what’s the point? If customers...

Co-located vs Remote Customer Service Teams

With today’s connectivity, people don’t have to be in the same room anymore to collaborate. With an 80% increase in the number of people working remotely, it’s no surprise more teams are going remote – introducing remote customer service vs co-located customer support. There are...

Exceeding Expectations: Should You Focus On It ?

Every day we get the chance to go above and beyond for customers. But should we? In this post we explore the benefits and risks of aiming to exceed customer’s expectations – and why that might not be the best strategy for everyone. Does exceptional...

Soft skills in Customer Service

For most of us, when we think about learning new skills for our roles, we want to pick up extra hard skills. But that might not be where we should spend our effort. Hard skills are measurable and easily demonstrated: typing skills, foreign language, etc....

Customer Satisfaction vs Customer Loyalty

Your customer satisfaction score has never been higher but the churn rate is increasing. Why is this? If customers are satisfied, surely, they must be also loyal? Unfortunately, customer satisfaction isn’t the same thing as loyalty. In this article, we break down why customer satisfaction...

The Future of Customer Service and AI

Last month we covered the current state of AI in customer service and now we’ll take a speculative look into the customer service future to see what customer support should prepare for. We gathered what thoughts of experts in AI customer service. Turns out,...

7 Tips: From agent to manager

Nervous about being promoted? Moving from an individual contributor to a people manager is a big change especially without any prior experience. That’s why we bring you 7 tips on making the jump from agent to manager so you can set yourself up for...

From Cherry Picking To Queue Crushing

People instinctively avoid pain. Maybe that’s why some customer support agents are so good at avoiding terrible tickets. Instead, they find an easier how-to ticket. This selective choosing of tickets is called ‘’cherry picking’’. It’s an easy habit for agents to slip into, but...

New Posts