The Customer Service Skills Knowledgebase is a collection of questions and answers aimed at helping companies or individual employees deal more effectively with customers.
You'll find hints, tips, and customer service related advice categorized by topic. To navigate simply use the customer service navigation box to the right.
One this page, you'll find customer service of general interest covered.
- Do customers have higher customer service expectations now as compared to twenty years ago?
- Has technology improved the customer experience in most companies?
- What Is "The Customer Expectation Paradox?"
- Is It Possible To Measure or Assess Excellent Customer Service?
- What Metrics Are Used to Measure the Quality of Customer Service?
- What Common Mistakes Are Made When Choosing Customer Service Metrics?
- Who Coined the Phrase "The Customer Is Always Right"?
Robert Bacal is the author of two books on customer service: Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation, and Defusing Hostile Customers Workbook. Most of the questions and answers in the Customer Service Knowledgebase (which you are reading now) is based on the material in these books.