Customer relationships

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How to interact with customers on live chat 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.

How to follow the sun and provide great global support 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.

Measuring happiness: What’s the difference between CSAT and NPS®? 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.

Interview questions for hiring great customer service reps Article

Interview questions for hiring great customer service reps

These interview questions for customer service reps will help you find & hire the best. Includes…

5 ways to better connect with customers using NPS data 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.

Empathy and humanistic design are customer service game changers 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…

It’s not me, it’s you. When to break up with a customer. 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…

When “no” is the right thing to say to a customer 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.…

“Thank you.” What to do with customer complaints. 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,…

Recruit, hire, and onboard customer service representatives 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.

5 reasons we fall in love with 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…

Turn complainers into brand advocates. Find the love. 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…

When the customer is wrong, make it right 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…

You make me a bad customer Article

You make me a bad customer

The customer may not always be right, but sometimes bad customer service creates bad customers. Companies…

Restoring youth: tell stories, drink wine, and go on a bike ride with Ole Kassow 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…

Don’t let bad phone support get in the way of a good relationship 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…

The human approach to building better customer satisfaction surveys 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.…

Break the fourth wall to transform customer experience 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…

Writing condolences for a coworker Article

Writing condolences for a coworker

Writing condolences isn’t easy, especially for a coworker, but don’t be so afraid of writing the…

Starlee Kine doesn’t do small talk: a Q&A with the world’s coolest detective 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…