Melissa Thompson

4 Ways to Improve Your Customer Service Online

When most people think of customer service, they envision call centers and representatives chatting away to solve customer problems. While call centers are still...

4 Ways to Improve the Online Customer Experience

Today's consumers have a wealth of information right at their fingertips. That means they're spending more time researching and browsing all of their options....

Handling Defective Products in Customer Service

It’s been a bad day. Business is down and to top it off, you’ve had three customers call about a defective product. But before...

Customer Service Done Right: 7 Unique Ways Companies Are Awing Customers

The age-old techniques of customer service are changing, and businesses are taking some interesting measures to awe consumers. How does your company compare? Read...

Establishing a Balanced Staffing Level

One of the toughest aspects of customer service operations is judging and adjusting the right level of staffing, especially within the hospitality industry, where...

Customers as Company Promoters

Organizations have many assets which may not be measurable. Among these corporate assets are employees and customers. Arguments can be made as to which...

Leveraging an App to Improve Your Customer Service Offering

According to a report by ViaSource Solutions, reducing your company’s customer defection rate by just 5 percent can increase profitability by 25 to 125...

Your Company Messed Up, so What’s Next?

We all make mistakes, whether personal or in business, but the important question in every case is, What are we going to do about...

Leveraging Social Media to Increase Customer Loyalty

As a digital marketer, our jobs are no longer niche or esoteric. In fact, the industry has become incredibly saturated and the only way...

Tips for Serving Customers With Disabilities or Special Needs

People with disabilities or other special needs are a huge population – 18 percent of the United States – but their disabilities might limit...

How to Serve Customers When People Make Mistakes

Most people think customer service is just about the process of making a sale or delivering a product or service successfully and taking care...

Texting as a Customer Service Tool

The small, independent business person may understand and accept the concept of ‘omnichannel’ marketing and customer service, and want to expand their own modest...

Rethink Your Client Response: Using Empathy to Build a Better Customer Service System

One of the biggest obstacles to effective customer service is a disconnect between the management making the customer service priority decisions and the customers...

Customer Service Under Pressure: How You Respond When Things Go Wrong

Excellent customer service is all about managing the experience of each and every customer to maintain high standards of care and delivering efficient, effective...

Your Call is Important to Us, So Please Continue to Listen to This Horrible...

The most dreaded words ever spoken over the phone might be, "Due to heavy call volume, all of our service representatives are busy helping...

When Customer Service Enters the Home

For some kinds of companies, the majority of customer interactions occur inside the homes of their customers. Whether they’re installing security systems, repairing appliances...

Is Your Business Recall Ready?

It’s every business owner’s worst nightmare- product recall. Although no one likes to think it could happen to them, every business should have a...

Leveraging the Growing Power of Gamification for Your Business

By now the chances are good that you have at least heard of "gamification" and you may in fact already participate in it yourself...

Customer Service in Tough Situations

Can you imagine discussing the components of a will with the recipient’s crying daughter? Or being the one to share that someone is in...

Good Old-Fashioned Customer Service Never Went Out of Style

Sometimes it seems as if customer service has been completely transformed by technology, but the primary need for human interaction in business has never...

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