June 4, 2019
How to Harness Digital Customer Service in Your Organization
Last week I had the chance of speaking about digital customer support at 3 conventions, here in Italy. Audience sizes were different one from the other, as well as the industries represented by managers. There was though, one aspect that all attendees had in common: they were hungry for solutions. In fact one of the…
May 7, 2019
Customer Service is The Art: Are You Shaping Yours?
‘Hi Paolo, can I tell you about the problem that I had with @namebrand? I’ve reached them via email, phone, and Messenger but they just let me down’. I receive such notes from many frustrated customers. Some of them are peers, others are clients. Guess what they all have in common? They’re looking for good…
April 2, 2019
New Competencies That Every Customer Service Manager Needs
“…And then we’ll have also a Q&A session with the audience..” That’s an excerpt from the typical conversation that I have over the phone when I get invited to a conference as speaker or panelist. Last week, I participated in two customer service conferences, so had the chance to listen to and answer many questions.…
March 5, 2019
Customers Use Social To Cut The Double Waiting Time
Last week, I met the customer service team of an insurance company. I showed them a road map to help them integrate social networks effectively. They need to embrace Social Customer Service because an increasing number of customers ask for information and support thru Facebook and Twitter. As you can imagine, I had to answer…
February 4, 2019
3 Common Customer Service Sins To Get Rid Of
Last Monday I had an interesting conversation with Paul, an English colleague of mine. As we are both 100% customer service focussed, we usually talk about this topic. But this time, we did so in a different way, asking each other: ‘what’s the biggest customer service pain point in your local market?’ This simple question…
January 7, 2019
Build Customer Service Priorities To Improve Your Business
The first days of the new year are usually full of good intentions: ‘I’ll start doing this, I’ll change that…’ and so on. Like it or not, sometimes we are not able to accomplish all that we wish to do. When it comes to customer service, it’s not easier since managers always struggle with constraints…
December 4, 2018
Focus on People to Support Your Customers
Last week, I hosted a live Q&A on behalf of a client where I video-answered their colleague’s questions about Digital Customer Service. It’s not the first time that I have done it, but it’s always exciting dealing ‘live’ with questions that you don’t know in advance. In this case, my customers were the participants of…
November 6, 2018
Why You Can’t Do Without The 3 Customer Service Pillars
You can’t fake customers. When they ask for support, they quickly realize whether the customer service they’re dealing with is rock solid or shaky. The difference is entirely relevant, since a rising number of people switch to a competitor after just one negative experience. So, in this article, you will learn about the three customer…
October 9, 2018
How To Turn Customer Conversations Into Sales Opportunities
Our relationships are based on conversations and actions. Regardless as to whether they are personal or professional, we need to walk the talk if we want to build and nurture them. If we don’t, we may lose those relationships. When it comes to customer service, what we say, how we say it and what we…
September 11, 2018
Hey, Do You Use WhatsApp in your Customer Service?
I had heard rumors about it last November at the Customer Service Summit in New York, but now it’s confirmed: WhatsApp has officially announced the launch of their long-awaited business API. In this article, you’ll find out why this is going to be a game changer for many businesses and how you may take advantage…
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