Customer relationships
Latest stories Page 9
Article 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 How to follow the sun and provide great global support
If you want to provide 24 x 7 support 365 days of the year—or more loosely, “anytime, anywhere” support—you can adopt the follow-the-sun” model. Here’s how it’s done.
Article 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 Interview questions for hiring great customer service reps
These interview questions for customer service reps will help you find & hire the best. Includes…
Article 5 ways to better connect with customers using NPS data
Explore this interactive infographic for five unexpected ways to use your Net Promoter Score data to better connect with customers.
Article 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 It’s not me, it’s you. When to break up with a customer.
Not every customer relationship is going to be perfect, but some are downright toxic. Knowing when…
Article 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 “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 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 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 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 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 You make me a bad customer
The customer may not always be right, but sometimes bad customer service creates bad customers. Companies…
Article Restoring youth: tell stories, drink wine, and go on a bike ride with Ole Kassow
Do we start to disappear as we age? Ole Kassow says no. We just have to…
Article 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 The human approach to building better customer satisfaction surveys
A customer satisfaction survey is a simple, yet effective way to understand customer needs and behaviors.…
Article 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 Writing condolences for a coworker
Writing condolences isn’t easy, especially for a coworker, but don’t be so afraid of writing the…
Article Starlee Kine doesn’t do small talk: a Q&A with the world’s coolest detective
Would you be friends with Sherlock Holmes? Sure, he’s a total genius and he gets into…