Building an Effective Holiday Customer Service Strategy in Four Steps
With rising customer expectations and fierce marketplace competition, it’s essential to elevate your e-commerce approach for the holiday season. Providing a memorable shopping experience gives customers—both new and returning—a reason to choose you. To achieve this,...
The Best Phrases for Deescalating Irate Customers
No one enjoys dealing with an irate customer, but learning to navigate tough conversations can transform negative interactions into opportunities to build customer loyalty and boost profits. When I train customer service representatives, they often start with a sense...
Employees interacting with customers is now a social media trend
If you’ve recently scrolled social media, chances are likely you came across numerous videos of employees at work. These videos often feature interactions with difficult customers, or show employees and their co-workers discussing, if not complaining about, various...
Solving Problems with a Smile: Customer Service Lessons from Singapore Airlines
Submitted by D. D. Daruvala – the Managing Director of DFS Solutions an Occupational Safety, and Management Consulting Company I’ve often found myself at the receiving end of subpar customer service, where the experience ranges from indifferent to...