Kelechi Okeke

10 Customer Experience Mistakes You Should Avoid

We are in the age of the customer, there’s no doubt about it. Customers have more power over businesses at this point in history than at any other time. In fact, one customer today can share an experience with millions of people effortlessly and...

How To Recruit The Best Customer Service Employees

Customers all over the world today can click and purchase products and services without any assistance. The need for a human interaction typically comes after the purchase, when the customer needs some form of assistance, wants to make an inquiry or complaint. At this...

7 Rewards Of A Great Customer Service Culture

In business today, customer service has gone beyond being just another department, to becoming a very critical component in the relationship between a brand and its customers. Organizations that offer exceptional service are often leaders in their various markets. From Apple, to Southwest Airlines,...

Why You Should Invest In CRM

You might have heard about CRM, maybe it sounds like just another fancy word consultants throw around, and you’re not really sure or convinced that your business needs it or what benefits you stand to gain from using a CRM solution. This post will give...

An Email Sent By An Angry Customer

I recently stumbled upon this email written by an angry customer to his bank on reddit. The reason for the customer’s displeasure was over an event that had occurred years before! This customer doesn’t forget, and he doesn’t forgive easily. Read below: To whom it…

The History of CRM (Infographic)

Customer Relationship Management (CRM) is the process of managing an organization’s interaction with it’s customers and prospects by using strategies, processes & technology to organize, automate and synchronize sales, customer service, marketing and tech support. CRM solutions now give organizations critical data necessary to :…

7 Things You Should Never, Ever Share With Your Customers

In business, it is crucial to cultivate positive relationships with customers to win their loyalty. This relationship is built through constant engagement and interaction between the company and customers. These interactions are usually with the front line staff or service reps and they impact...

Great Ideas For Celebrating Your Customer Service Week

As customer service week draws near, customer service managers are seeking fun and cost effective ways to celebrate their customers and customer service reps. Here are some fun ideas on how organizations can have a memorable customer service week; one that both the customers &...

Curbing Agent Burnout In a Call Center

Call centers are high pressure environments, you have to deal with customers rude or nice, you also have to bear in mind that your calls are being monitored and timed, comes with a lot of stress (physical and emotional). Call centers have become notorious...

The Results of Poor Service Standards

An organization that has poor customer service standards runs the risk of losing out to competition. The effect usually take years before it begins to manifest, and the eventual outcome is usually corporate extinction. Most of the time, companies are reluctant to invest resources...

Infographic: The History of Customer Service

Customer service as we know it today has taken over 2 centuries to evolve. Merchants, tradesmen even the local butcher and Hat makers had began to realize the importance of creating mediums for their customers to contact and engage with them. This was because the...

Reward and Recognize Excellent Service

The desire to feel special is natural to human beings. People want to know that they matter to others and we all want to feel important and appreciated more than any other thing. Employee recognition is one important factor that affects employee engagement in...

Three Things That Negatively Impact Customer Experience In Your Business

One of the most important factors in establishing brand loyalty is the customer experience. Building Customer loyalty is about more than just creating catchy ads and running loyalty promos --it’s about creating a positive experience every time the customer interacts with your brand. There...

Customer Service: Managing Workplace Stress

Image from: www.medicaldaily.com In the service rendering industry dealing with people every day can be hard on the nerve sometimes especially when you have to deal with difficult people or complaints regularly. Work place stress is one of the most common causes of job dissatisfaction.…

What Having a Social Media Presence Can Do For Your Brand

Although social media is relatively recent, we can all agree that it is here to stay, and it has turned itself into a vital part of Customer Service and Marketing. With close to 1.4 billion active daily Facebook users and 645 million registered twitter...

Great Internal Customer Service Leads To Increased Profits

Customers are not just people who pay for the goods & services you offer, they also include those people whom you work with every day. An internal Customer is any member of an Organization who relies on assistance from another individual/unit within the same Organization...

How Does Emotional Intelligence Affect My Service Quality?

Human beings usually make decisions based on emotions and then rationalize with logic, being able to understand how people (Customers too) feel and why they feel that way will greatly impact on their perception of you (and your brand). The points below, highlight the...

Are The ‘Nice’ Customers Ruining Your Business?

Most business owners have a puzzled look on their faces whenever i throw this question at them. They wonder how a Nice Customer can possibly ruin their business, until I break it down. But first things first, you need to understand that there are Nice...

Effective Communication Skills: Active Listening

Most times companies hire staff, train them on Customer Service and deploy them to the field to carry out their various service functions, without giving appropriate attention to the very essential Customer Service skill of Listening. Listening, constitutes a great portion of our interaction with...

Handling the Very Upset Customer

If you have a job in service industry, it is almost inevitable that you’ll encounter a disgruntled customer who is very unhappy about the product or service received. So what happens when you’re face to face with a Customer who’s a few moments away...

New Posts

CustomerThink