What does AI mean for customer service centres? As a customer fighting the now traditional battle to get a promised callback out of Vodafone, I’m… Read More »Will a robot steal my customer service job?
Customer service teams need to be so much more than passive ‘call takers’ if you want to give customers exceptional service. “Well, why the *&^(%$… Read More »Empower customer service teams for a better experience
Handling customer complaints can be tough. Here are nine proven techniques to make customer complaints easier to handle and reduce the chance of escalation or negative feedback.… Read More »Nine practical ways to handle customer complaints. Better.
This is the first of two articles looking at how to make your processes more human and compassionate for bereaved customers. There are fewer more… Read More »A practical guide to helping bereaved customers
Whenever you talk to frontline customer services and customer experience pros, the subject of burnout or fatigue always crops up. What do you do with… Read More »Nearly 50 ways to help burn out in customer teams
Why customer service communication skills are fundamental to better customer relationships Most customers have a call centre horror story. Whether it’s being bounced around multiple departments to… Read More »The value of customer service communication skills
We’ve got the technology – now what about the communication? That’s the question we often get asked when we’re helping customer service teams improve their… Read More »Advanced Communication Skills in Customer Service are Vital
Live chat has quickly become a key channel for customer services, but there are still plenty of CS teams looking for ways to use it… Read More »Making live chat for customer services work in the real world
Why are listening skills so vital to great customer service management? We are taught so many skills as young children, everything from tying our shoelaces to… Read More »Active Listening for Customer Service Teams
Managing customer service teams needs strong leadership and effective management There is so much written about management and leadership that it can get very confusing!… Read More »Tips for managing customer service teams