Customer Service

Tips & advice to help you improve your performance

 

Does Your Organisation Matter?

Today I’d like you to take a step back and think about not only your customers and what they think of you but also about your organisation’s position within the marketplace. I’m going to ask you three important questions and you really need to answer…

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Understanding The 3 Main Types of Customers

Today I’d like to focus a little bit on customer service: as a manager, it’s your responsibility to ensure your team is providing the best customer service possible, but at the same time it is very difficult to watch every single person you employ 100%…

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Customer Service and Customer Loyalty

We all know how important it is to provide great customer service. Happy customers tend to become loyal customers and a loyal customer is likely to stick with you for years on end, regardless of minor price changes. There are some additional benefits to developing…

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The PACT Customer Service Model

Now that you’ve had a chance to determine whether or not your customer service team members have the skills necessary to get the job done, let’s take a look at a model you can follow while training and monitoring your group. The PACT customers service…

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Three Key Factors for Incredible Customer Service

What do you see when you lookat your current customer service team? Do you see a highly functioning group of individuals capable of keeping your clients happy or do you see – well – something else. I’ve spent years working with customer service representatives as…

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The Impact of Poor Customer Service

So many corporations focus on sales and I’m often left to wonder if they care as much customer service as they do about making the sale. Early in my career I worked several customer service jobs and was surprised to hear clients ask, out loud,…

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Uncovering Customer Service Myths

Quality customer service should be your team’s number one priority, whether you deal with internal customers, external customers, or both. The truth, though, is that many managers have a distorted view of their abilities as customer service representatives. Here are three myths you need to…

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Customer Opinions and Quality Control

What do you do when a customer calls to ask you for help or information? Do you merely give him what he asks for and end the call? I’d venture to guess the answer to that question is YES. Is that really the best level…

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The Different Levels of Customer Service

Believe it or not, as a manager you have a responsibility to ensure that your team delivers top knotch customer service at all times. No one is excluded, whether he deals with the public or not. What most people don’t realize is that everyone is…

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Managing a Customer Service Team

Managing a customer service team can be an interesting task. Unless you’re recording phone calls or listening in on conversations there is really no way of knowing if your team members are doing the job they’re supposed to be. Ask yourself this question: How do…

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