6 Study-Backed Tips for “Best in Class” Customer Service

6 Tips for a Great Customer Service
6 Study-Backed Tips for “Best in Class” Customer Service

Good quality customer service is the best interest for both companies and their customers today. In the markets overflowing with similar products, offering a special memorable service is a foremost way to stand out from the crowd. However, do customers really need service to be special and tricky or do they want their basic needs to be met?

Research shows that the views that companies and their customers have on customer service differ significantly. While 80% of businesses believe they provide excellent customer service, only 8% of customers believe they are actually receiving excellent service.

2017 Customer Service Benchmark Report by SuperOffice proves that the things which companies fail to do in order to meet customer expectations for a good customer service remain quite obvious and basic. However, the number of companies which fail to fulfill the simplest requirements is very impressive. >>>

10 ‘Must-have’ Skills for Being Awesome at Customer Service

10 'Must-have' Customer Service Soft Skills
10 ‘Must-have’ Customer Service Soft Skills

When it comes to providing outstanding customer service, it’s the people who make all the difference. While it certainly takes time, training, practice and dedication to become a rockstar in customer service, it doesn’t have to be that hard when you know where exactly to focus your efforts on. Here’s the list of 10 must-have soft skills that matter most and that everyone involved in customer service should master and use in their daily interactions with customers.

# 1 Effective Listening

Listening is the key to effective communication. Without the ability to listen carefully to what a customer is saying, a message could be easily misunderstood and misinterpreted. As a result, communication breaks down leaving a customer frustrated. Listening isn’t just about hearing. A good listener will not only listen to what is being said, but also what is left unsaid or partially said. Luckily, if your listening skills are weak, there are certain techniques for improving them. >>>

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. >>>

Keeping Customers Happy: 4 Tips to Improve Customer Service

Keeping customers happy
Keeping customers happy

What, truly, is happiness? Is it the central purpose of human life? A mere byproduct of luck? Is it a psychological state, or a positive evaluation of being?

For businesses, the answer to all of the above questions is, of course, who cares. The only definition of happiness that matters is the one that applies to customers, and a happy customer is one that’s loyal, that keeps coming back for repeat purchases, and one that recommends you to family, friends and social media followers. A happy customer is one that represents excellent customer lifetime value, and happy customers as a group represent a big impact on your bottom line.

According to a Gartner Group study, 80% of a company’s future revenue comes from a mere 20% of existing customers. Furthermore, it reportedly costs six to seven times more to attract a new customer than to keep an existing one. The way to amass these all-important happy customers, then, is to focus on customer retention by improving your customer service. Here are few tips you might just want to consider: >>>

6 Reasons Why Smart Employees Underperform, And How That Can Be Fixed

6 Reasons Why Smart Employees Underperform
6 Reasons Why Smart Employees Underperform

“Dispirited, unmotivated, unappreciated workers cannot compete in a highly competitive world.” – Francis Hesselbein

A company’s employees are often referred to as its most valuable assets. If you have clicked through to this post, most likely you are a business owner or a customer service manager, already well aware of the importance of keeping your employees engaged and motivated. Many of us realize that it’s critical to enable employees to reach their fullest potential, and leverage their skills and talents in the best company’s interest.

According to ACCOR Services, 90% of business leaders think an engagement strategy has an impact on business success, but barely 25% of them have a strategy.  >>>

Why Is It Important to Have Customer Service Knowledge Base Software?

Why Is It Important to Have Customer Service Knowledge Base Software?
Why Is It Important to Have Customer Service Knowledge Base Software?

Customer service is a defining quality of almost any business nowadays. Before, if you were the only local provider, your flaws in the support department were not so damaging, considering there was no competition. Today, people can acquire services and products online, and the market in general is more competitive, hence customer service started to play a more important role.

Quality service, and a high number of satisfied customers can not only keep a business afloat, but also set the stage for future expansion, and for greater trust in your brand. On the other hand, a customer who is not satisfied or feels wronged can make an issue and make it harder for you to acquire new potential users, and considering just how many providers are out there, dissatisfied users are not a luxury you can afford.

So, let’s see how you can make your customer service better by relying on customer service knowledge base software, and also why this is so important nowadays. >>>

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.  >>>

How Positive Emotions Keep Customers Coming Back

How Positive Emotions Keep Customers Coming Back
How Positive Emotions Keep Customers Coming Back

Think of something you like to do regularly, whether it’s jogging, reading, or eating ice cream. What keeps you coming back? Chances are it feels good, and the emotions you associate with the activity make you want to do it again. In short, positive emotions lead to loyalty.

It seems like a simple equation, but how a brand should go about inspiring positive emotions in customers is a complex question. Emerging studies in behavioral science are telling us more and more about the relationship between emotions and decision-making. In the meantime, there are a few simple things any brand can do to spark positive, loyalty-inspiring emotions in customers. >>>

10 Signs of a Company That Really Cares About Customers

10 Signs of a Company That Really Cares About Customers
10 Signs of a Company That Really Cares About Customers

Did you know that there’s such a thing as International Clients’ Day? Although I’ve been in customer service for more than a decade, I first learned of it last week through a special offer email that I got in my inbox. Did you happen to hear about it too?

Whether or not, the fact is that this informal holiday has not been around for that long. Actually, it was proposed (and celebrated for the first time) by Lithuanian and Russian businessmen on March 19, 2010 as an opportunity to show gratitude to their customers. Since then, the occasion has been supported by many organizations and businesses in Western Europe, and it’s constantly expanding, with more companies joining the initiative year by year. Would you join the club too? >>>

Top 15 Mistakes Made By Customer Service Professionals (Infographic)

Your customer service employees are your brand representatives, the human face and the voice of your company. Their competence, soft skills and communication habits count tremendously toward the quality of the service they provide to your customers and impact overall customer satisfaction.

So what are the most common mistakes made by customer service professionals? In this infographic we’ve collected 15 most dangerous mistakes that can have negative consequences in customer satisfaction and loyalty. Is your customer support team guilty of any of them?

In fact, all of the listed mistakes are easily preventable. Make sure your customer service employees are aware of what exactly they are doing wrong when interacting with customers and provide them with regular training and mentoring to help them grow their professionalism and improve their skills. >>>