8 Ways to Say No to Customers with Examples

8 Ways to Say No to Customers with Examples
8 Ways to Say No to Customers

Have you ever heard “No” as a customer? How did you feel? Were you disappointed? Sometimes it may happen that we need to say “No” to our customers or deliver negative news. In fact, this is one of the most unpleasant parts of customer service workflow. Dealing with negative news requires specific skills and self-control. It is not easy to say “No” and continue a smooth conversation.

In any customer interaction, the words you say either ruin your relationship with a customer or build it up. That is why it is important for any company to do this right across all customer service channels. So, how to say “No” without spoiling your customer service experience? Here are 8 tips to begin with. >>>

The Impact of Customer Service on Purchase Decisions

The Impact of Customer Service on Purchase Decisions
The Impact of Customer Service on Purchase Decisions

Zendesk survey revealed that 62% of B2B and 42% of B2C customers purchased more after a good customer service experience while 66% of B2B and 52% of B2C customers stopped buying after a bad customer service interaction.

If you want people to buy your staff or use your service you need to understand how they make purchase decisions and what kind of factors have an impact on them. It is equally important both for small businesses and large corporations.

The impact of customer service can be detected even before your prospects start their interaction with your customer service team. Here are 4 things you should know about purchase decisions. >>>

7 Social Media Customer Support Secrets That Never Fail

Social Media Customer Support Secrets
Social Media Customer Support Secrets

It is no longer a secret that social media channels are used for assisting customers on a daily basis. Customers tend to ask questions and resolve their issues publicly. In fact, 90% of consumers surveyed by Social Sprout have used social media in some way to communicate with a brand. Over a third (34.5 %) said they preferred social media to traditional channels like phone and email.

No doubt that listening to customers on social media has become the main priority for any business today. And the main challenge is how you respond to your audience. Obviously that building better relationships with your customers through social media can add up to huge wins when it comes to customer loyalty and your brand reputation. Before we start exploring the main secrets of social media customer support, here are statistics you cannot ignore: >>>

FAQ Page for Customer Self Service: How to Choose the Questions to Cover

FAQ page for self service
FAQ page for self service

More and more customers take an advantage of self service options before contacting customer support representatives. In fact, Gartner reports that improving the self-service experience of consumers is among the top 3 priorities for companies that aim to improve customer experience and service. According to Zendesk 50% of customers think it’s important to solve product or service issues themselves. By creating a page for customer self service with most frequently asked questions and answers to them you will not only empower your online shoppers to find information they need in your support portal, but will also cut down on customer service costs. Here are the most important benefits of a FAQ page:

  • Assist your customers proactively by anticipating their needs before they have to ask for help
  • Cut down on customer service costs and save time of your customer service team
  • Offer your customers a portal where they can find not only answers to their questions but also read more about your company
  • Your FAQ page can be a valuable SEO and PPC asset
  • Educate your customers on the topic related to your business

>>>

A Complete Guide To Using Canned Responses in Live Chat

Canned responses
Canned responses guide

Predefined, canned or saved responses in some cases help to facilitate and enhance live chat communication. However, live chat agents should keep in mind that misusing this feature may lead to their chat sessions sound robotic and unfriendly. All bread is not baked in one oven. The same should be applied to live chat canned responses for your company’s customer service. They should be unique and adjusted to your business needs.

Though, it seems quite clear what kind of responses to add, I would like to describe some scenarios which will help you to create canned responses for your live chat.

Greeting your customer

Most live chat providers offer an ability to customize system messages, which appear automatically when the chat is initiated. Definitely, adding valuable for your customers information to such messages will save your team’s time and will give your customers clear directions what to do further. You can include some basic instructions, greet your customers or just thank them for contacting your support chat. Here are a couple of examples of such messages: >>>

How Business Leaders Listen to Their Customers

listen to customers
How to listen to your customers

Many companies tend to focus too much on the service or product they provide and forget about listening to their customers. Inevitably, this results in revenue and profit reduction. The main goal of any business is to make money. However, it is easier to reach it when we listen to our customers and understand their needs.

In fact, there is nothing more effective for the quality of our service than listening to what our customers say. Still, businesses often do not solicit their customers’ opinions and thus they lose that precious connection with them that creates smooth experience.

In this blog post I would like to share with you the experience of business leaders who deliver excellent customer service and listen to their customers. >>>

8 Simple Ways to Reach out to Your Customers

How to Reach Out to Your Customers
How to Reach out to Your Customers

Modern customers are becoming more and more demanding to brands. We cannot ignore the fact that 84% of millennials don’t trust traditional advertising. Old methods to reach customers no longer work as they had worked before. Together with personal selling, advertising, and sales promotion marketers need to offer creative content and run YouTube channel as well as promote their brands on Instagram.

In my today’s blog post I decided to describe eight ways that will help you to reach more customers. However, at first I would like to offer an infographic with statistics that will make you rethink your social customer engagement strategy: >>>

New Customer Service Trends to Look out for in 2017 and Beyond

New Customer Service Trends
New Customer Service Trends

No business can afford to be a customer service laggard. NewVoiceMedia survey results reveal that an estimated $62 billion is lost by U.S. businesses each year following bad customer experiences. Forrester data shows that 72% of businesses say that improving the customer experience is their top priority.

Customer service trends topic is one of the most discussed today. Every year customer service experts publish their lists of trends, share their predictions and provide useful tips for improving your company’s customer service experience. In our blog we also published series of articles on this topic. Following those posts I would like to discuss three important customer service trends. >>>

Customer Service Tips. How to Close a Conversation

conversation closing tips
How to close a conversation tips

“Kind words can be short and easy to speak, but their echoes are truly endless.” – Mother Theresa

The way you respond to your customers shows how you respect them and their business. In one of my earlier blog posts I offered useful recommendations for greeting your customers. Today I decided to talk about a proper conversation closing. This idea occurred to me while I was writing an email to a customer and was thinking about the proper closing.  >>>

10 Factors that Negatively Affect your Customer Service Quality

Customer Service Quality
Customer Service Quality

Almost all businesses strive to offer superior customers service. However, not all of them succeed in this. There are certain factors that negatively affect customer service quality and do not allow companies to reward their customers with exceptional customer service.

Before I start talking about these factors I’d like to ask, do you know what customer service means? Let’s see what customer service experts say about customer service.

Shep Hyken: “Customer service is the experience we deliver to our customer. It’s the promise we keep to the customer. It’s how we follow through for the customer. It’s how we make them feel when they do business with us.”

Steve Curtin: “Customer service is a voluntary act that demonstrates a genuine desire to satisfy, if not delight, a customer.”

Kate Nasser: “Customer service represents the heart of a brand in the hearts of its customers.”

And now answer yourself. What does customer service mean to you and your business? The quality of the service you deliver and your objective will depend on your answer…..   >>>