Customer relationships
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Article
5 min read
How to treat people: advice from volunteer managers and customer service
Volunteer managers and customer service professionals have something big in common: they know how to treat…
Article
5 min read
How to onboard and train new customer service reps
Here you'll find advice to help you quickly and successfully onboard and train your new customer service reps.
Article
4 min read
How to interact with customers on live chat
Customers love to chat. In fact, chatting with customers results in the highest customer satisfaction ratings. Check out these best practices for chatting with your customers.
Article
5 min read
Measuring happiness: What's the difference between CSAT and NPS®?
It’s important to look at customer happiness in the short- and long-term. This requires sending out two different types of survey: CSAT and NPS. Discover how to use both effectively.
Article
7 min read
Empathy and humanistic design are customer service game changers
Anyone in customer experience is looking for the customer service game changers. Author Rebecca Huval thinks…
Article
6 min read
When "no" is the right thing to say to a customer
Telling a customer no, is never easy, even when it is the right thing to say.…
Article
6 min read
“Thank you.” What to do with customer complaints.
Saying 'thank you' might not be what you want to say when receiving negative customer feedback,…
Article
22 min read
Recruit, hire, and onboard customer service representatives
This guide provides you with advice for recruiting, hiring, and onboarding reps who embody the traits that help build great customer relationships and deliver great customer service.
Article
2 min read
5 reasons we fall in love with customer service
Customers fall in love with your support for many reasons: fast service, humor, and even the…
Article
4 min read
Turn complainers into brand advocates. Find the love.
Turn complainers into brand advocates. When complaints are handled to our satisfaction, we actually become more…
Article
4 min read
When the customer is wrong, make it right
No matter if the customer is wrong or right, a concerned customer should motivate you to…
Article
1 min read
Don't let bad phone support get in the way of a good relationship
A woman calls home but gets the "hold shoulder" treatment from her parents in this funny…
Article
5 min read
Break the fourth wall to transform customer experience
By breaking the fourth wall, businesses can pull people close to the brand, its mission and…
Article
3 min read
Writing condolences for a coworker
Writing condolences isn’t easy, especially for a coworker, but don’t be so afraid of writing the…
Article
Shit support agents say
At least a few of these phrases are bound to sound familiar whether you're calling customer…
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