Melissa Thompson

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...

How Slack is Helping Millennial Clients Communicate Better with Their Lawyers

Law is one of the most conservative professions out there, but Millennial communication is anything but conservative. That’s making many lawyers turn to new...

Customer Service Strategies for the Legal Service Industry

It’s no secret that creating a good customer experience is the key to winning and retaining business relationships no matter what type of industry...

Optimizing Your Business to Improve Customer Satisfaction

As a business owner, your primary goal is improvement—you’re constantly trying to re-invent your business strategies and ideals to make your company shine. A...

Empower Your Customer Service Employees to Succeed

"Let me speak to your manager" is the typical phrase spoken by an angry, frustrated customer, and it's a big flashing sign that your...

10 Things the DMV Teaches About Quality Customer Service

It may sound unintuitive, but we can learn much about customer service by observing how the Department of Motor Vehicles (DMV) treats (or mistreats)...

Competitive Analysis: How Competitor Research Can Help You Connect with Customers

Every business wants to do better than their competitors, but what does that mean, and how do you actually make that happen? In the...

The Tricky But Crucial Game of Customer Evaluations

Customer evaluations are one of the most important and effective tools a company can use to build long-term relationships with their clients and create...

Optimizing Your Business To Improve Customer Satisfaction

As a business owner, your primary goal is improvement—you’re constantly trying to re-invent your business strategies and ideals to make your company shine. A...

Why This Energy Company Is Winning Customer Service By Going Green

Despite traditional and bureaucratic drag, the nations of the world are working together, for the most part, to step up the utilization of renewable...

3 case study driven tips for better online customer service

I’m going to be brutally honest with you – scrap, disband and do away with your customer service unit or...

10 Great Reasons to Launch an SMS Marketing Campaign for Your Business

Any business, in any niche, that centers itself around customer interactions needs to continually examine - and often update - the way it interacts...

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