Stefanie Amini
Self Service Support vs Classic Customer Service
What's so special about self service support? Everywhere you look in support and technology blogs anymore, you see so much to-do about self service support. This isn't a recent development, but the attitude about it has changed significantly the past couple years. But, I get...
How to Perfect your Call Center Experience
For someone associated with customer service it must be a well-known fact that presently only satisfactory customer service is not sufficient to achieve call center excellence. The trick lies on the fact that how well the approach of the employee is to satisfy the...
Social Media Engagement Etiquette for Customer Care Professionals
The team at SoCoCare have made a great infographic especially for my Readers! I love it, because its so informative, and focuses in on what I think is important in the #custserv works these days. Social media is a must now, as i may...
How to Keep Customers on their Toes with Self Service Tools
Self service has these days become the norm for businesses to remain competitive. Organizations that don't have high quality tools for this will find their customers either defecting to competition or returning the old and expensive ways of doing things – telephone. So the...
Customer Success Department Tips
What is customer success? It's become a hot topic in recent times, and a lot of companies with inter-business, customer relations are beginning to put a lot of money and focus into it. They research the most proficient and effective ways to optimize in...
Customer Support Outsourcing Best Practices
I'm not going to lie to you. Whenever possible, I strongly discourage customer support outsourcing, for a multitude of reasons. Many will cite economic or political agendas behind their dislike of outsourcing, but that has nothing to do with it. As far as I...
Top Tips for Telco’s to Deliver Perfect Customer Service
Since customers are not loyal by nature, customer service representatives need to master the art of retaining them. Research has shown that people base their buying decisions on emotion. A sales representative needs to connect with their customers on an emotional level in order...
Why Multi Channel Customer Service is so Important
If you read a lot about customer service, you probably come across the buzz about multi channel customer support. But, without a good point of reference to start from, you may be unsure what exactly this is. And even so, you may wonder...
3 Customer Service Training Tips
When looking up customer service training tips, you probably see a lot of people repeating the same basic methods and techniques. I admit to having used the same training activities many times myself; and that's because they are valuable and work. But, they don't...
Problem Solving Tips for the Call Center
Call centers have become indispensable over the years. Although they have evolved and adapted to new and modern technologies, they still have their pitfalls. In fact, a lot of the changes that were thought to be solutions have brought on problems of their own. In...
Sucking the Problems Out of your Customer Service Department!
Interview with Karen Wenborn, Interim GB & I Customer Service Director at Dyson When I got the opportunity to speak with a customer experience evangelist, I couldn't say no! A thought leader and head of Dyson customer experience, there were many questions I just...
Prioritize Your Customer Experience for Your Customers
The customer experience is the most pivotal aspect of any business. However, this school of thought does not entirely resonate with many organizations. Companies are too busy selling their products and services; in the process, they fail to address the matter that is...
How to Make Your Customers Happy
As your business starts to accelerate, maybe it's time for you to pause and slow down for a minute. Ask yourself one question – Are my customers happy? Offering an excellent customer service calls for an open mind – and a lot of patience. While...
How Affiliate Marketing Thrives Off Great Customer Service
I recently had the opportunity to speak with Laura James, Publisher Development Manager at Commission Junction – CJ Media. I wanted to speak to her, because coming from the online industry myself, i found many similarities between customer service for consumers and customer...
3 Tips for Better Customer Support
I've said before that it's important to always strive for better customer support, no matter how smoothly you think things are going. In business, just like all things in life, you should never settle for anything as 'good enough.' Always strive to improve things you...
Investments in Customer Service on the Rise
It seems that technology is the focus of investors in the far east and asia pacific for the contact centers. They are all striving to connect with customers with minimal cost and efficiency. Early last year in 2012 was a quiet year for the...
3 Amazing Customer Service Solutions You’re Not Using
In recent years a number of exciting new digital customer service solutions have entered the market. Many of these such as Freshbooks, ZenDesk, GetSatisfaction and UserVoice have become essential additions to any internet professional's toolbox. While these better known services can be very useful,...
The Best Customer Service Department Structure for High Performance
When it comes to your customer service department, structure is actually one of the most important factors to consider. The proper structure will enable your company to achieve optimal efficiency and effectiveness. I talk a lot about different channels and mediums through which customer communications...
25 Skills for Amazing Customer Service – Try Them NOW
Do you feel you need to boost your Customer Service efforts? Well don't worry because for many company, its customers are the focal point for success. It is very important to take on a few skills that will enable amazing customer service skills...
Global Survey Shows Consumers will Share Personal Data
Customers are always striving for great customer service and if they can get it, even at a good price, they will seek out for it. The survey, conducted by Coleman Parkes asked 3,900 consumers what they thought certain areas of the buying process. Amdocs,...