Articles about customer service

Want to understand why customer service doesn’t get better?  Paul Cooper highlights a key disconnect.

This week we launch the second cheat sheet in the series of downloadable training materials on Effective Questioning Techniques.    

Too many contact centres reward performance for sales and don’t reward for good customer service, but it doesn’t have to be this way.  Paul Cooper  shares his thoughts…

Luke Turner shares with us the trials and tribulations of working in a multilingual contact centre.

Jay Reilly of SoundBite Communications provides 5 tips to shape the customer experience in an evolving, multi-channel world.

Exceed your clients’ expectations with these golden rules of customer service…

Once upon a time, in the long ago past when product was king, the marketeers ruled the earth.
Paul Cooper looks at the changing face of customer service.

Social media is an increasingly popular channel for customers to get in touch with companies. Matthew Brown looks at how to manage complaints received through social media.

Up until a few years ago, the only way for customers to tell an organisation that they were unhappy about a service was to write in or to call.  Now social media is changing it all.
Helen Rutherford  looks at how to change complaining customers into fans.

While eliminating customer annoyances may not double your client base overnight, it will help to secure your customers’ confidence in your abilities as a reliable, efficient service provider.
The following are the ten annoyances most likely to prevent your customers from returning to you for future business.
Avoid them like the plague.