Customer Service Zone

Developing Customer Service Skills For 30+ Years

At Your Service: The Ten Commandments of Great Customer Service!

At Your Service: The Ten Commandments of Great Customer Service! by Susan Friedmann, CSP Customer service is an integral part of our job and should not be seen as an extension of it. A company’s most vital asset is its customers. Without them, we would not and…

Should Small Businesses Use Customer Metrics?

Keep It Simple, Actionable For Small Businesses The Key To Using Customer Metrics How Should Small Businesses Collect And Use Customer Related Metrics? Small business rarely have the technology, resources or money to use complex methods for evaluating their customer service. That’s not a problem,…

What Does “Scaling” Mean and Why Do I Need To Understand It?

Scalability or lack thereof is at the core of all customer service issues, for both companies and customers. If it doesn’t scale, it’s not cost effective. Sadly scalable solutions are usually non-human and of low quality for customers What Does “Scaling” Mean and Why Do…

What is a customer service culture?

We look at the meaning of “customer service culture” What is a customer service culture? If you look at companies lauded for their superior customer service, you almost always find that those companies create a culture that supports excellence in customer service. It’s not that…

How does employee compensation affect customer service culture?

Employees who believe they are under paid will never support the “go the extra mile for the customer” attitude needed in a customer-centric organization. How does employee compensation affect customer service culture? When talking about any kind of corporate culture, there’s an important principle that…

Is Customer Relationship Management Right for your Small to Mid-sized Business (CRM not just for the big boys)

Is Customer Relationship Management Right for your Small to Mid-sized Business By Jason Baselice Editor’s Note: The basic concepts behind customer relationship management aren’t new, and they apply to any business large or small, even though CRM is often associated with huge software implementations in…

What Is Propensity To Complain?

Individuals Differ On Whether They Complain What Is Propensity To Complain? We’ve all experienced situations as customers where we’ve been upset with a product or service, and NOT complained. Perhaps we’ve been too busy, or it’s not convenient, or the concern we have is really…

The powerful customer apology

The Powerful Apology To A Customer How To Offer An Apology To A Customer That Is Effective There are ways to apologize to customers that will calm them down, and turn their anger into something less volatile, and there are ways to apologize that actually…

Should My Business Use Twitter Or Facebook For Customer Service

Which social media platform should we use for customer service and customer support? No “Best” Social Media Platform For Customer Service With so many possible platforms, Twitter, Facebook, Myspace, LinkedIn, and dozens of others the challenge is to optimize your investment to provide the best…

Learn To Succeed With Difficult Customers

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