Say This Not That: Customer Service Phrases To Avoid
When talking to customers, it’s easy to know what you should say to make a good impression. But what are the customer service phrases and language you might use that inadvertently make a negative impression? Some are obvious, of course (never tell a customer no). Some, however, are more insidious. Communicating effectively with customers is […]
5 Tips To Reduce Your Call Center’s Average Handle Time (AHT)
Are your call center interactions taking too long? If so, it might be time to start reducing your average handle time. Although average handle time might seem like a small—and primarily internal—metric, it can make a big difference on customer satisfaction. Faster handle times mean: more customers can get helped more quickly increased volume in […]
11 Customer Service Techniques To Take Your Organization To The Next Level
In 2023, customer service is more important than ever. Just take a look at any recent research, and you’ll see that customer service is a key differentiator between brands: 54% of customers say customer service is a key factor in making purchasing decisions. 61% of customers say they would switch brands after just one bad […]
The Last Customer Experience Guide You’ll Need
When was your last terrible customer experience? If you’re like most people, you probably don’t have to think for long. Unfortunately, bad customer experiences are all too common—and difficult to forget. Whether it’s a canceled flight that left you stranded the day before Christmas or an item you purchased that you later realized wasn’t eligible […]
Customer Success vs Customer Support: What’s The Difference?
“If you have any questions, please contact our customer support team.” Or is that customer success? Or customer service? In the customer experience world today, there’s so many different terms and labels for customer-facing teams that it can be difficult to discern what the difference is—if there is one—between the terms. Is there a difference […]
4 Reasons You Should Be Customer Obsessed (and 5 Tips to Help You Get There
A lot of brands talk about being customer obsessed, but how do you make it more than just lip service? After all, a true customer obsession can be an important strategy to deliver exceptional benefits and competitive advantages for your brand. How? Customer obsessed brands experience: improved retention and customer loyalty reduced customer acquisition costs […]
5 Customer Experience Metrics That Matter Most (and how to track them)
There’s a nearly endless amount of metrics you could be tracking for your customer service—but many brands make the mistake of tracking too many rather than too few. So how do you decide which are essential for your brand and goals? Begin with at least 1-2 metrics that measure customer experience directly. While many types […]
Customer Orientation: Putting The Customer First
Customer-centric, customer orientation, customer obsessed: these buzzwords get thrown around frequently, but what do they really mean—and how can you implement these strategies at your own organization? In today’s world, customer orientation is becoming increasingly expected in customer service, but harder and harder for companies to actually achieve. While customers expect businesses to know and […]
What Is Customer Service? A Guide To Improving Customer Satisfaction
In 2023, customer service can be the distinction between long-term success and brand loyalty and failure as a business. Seem extreme? Think about it: customers have endless options to choose from, so if they have a negative customer experience, they don’t have to stick around. (And research shows that they don’t—86% of customers would leave […]
Which Customer Service KPIs & Metrics Matter Most?
Everyone knows data is important, but which data matters most? Far too many companies blindly track dozens of customer service metrics or KPIs without having a clear pathway to actioning them or understanding which metrics can truly move the needle for their customer satisfaction and bottom line. As a result, it’s essential to understand not […]