August 6, 2018
Don’t Let Constraints Kill Customer Service
“I wish I could, but unfortunately I can’t…”. That’s the typical sentence that expresses a sense of frustration. Did you ever utter these words? Well, in the past I did it more than once. Today I hear many people saying similar things – whether they refer to their life or their jobs. As a consultant, I…
July 9, 2018
5 Customer Service Trends You Shouldn’t Miss
Yesterday, I asked Milan Malpensa airport for some information because my mom will travel soon and needs special assistance. As I wanted a quick response, I used Twitter because they provide support thru the account @MiAirports. I have to say that it was great! In just 6 minutes I got their answer avoiding any ‘waiting…
June 4, 2018
From Bad to Great Conversations With Customers
The words that we use can make or break a conversation. In fact timing, context and tone of voice play a crucial role in driving sentiment. When it comes to customer service, digital channels are useful but not enough themselves to have smooth, effective communications. How does that actually happen? How can we leverage conversations…
May 7, 2018
Going Digital? You Need a Customer Information Hub
More and more customers are using digital channels to knock on brands’ doors because they want to get fast and effective replies to their queries. While some brands are already adapting to this new customer service scenario, others remain hesitant when it comes to investing in Digital Customer Service. On one hand, it is a…
April 3, 2018
The Story of a Schizophrenic Customer Experience
A couple of weeks ago, I got an SMS informing me that my Telco provider could not charge my bill because my credit card had expired. So I immediately activated a new one. All I had to do let my Telco know my new credit card details. Easy thing, uh? Well it should be! But…
March 5, 2018
Stop Wasting Your Customer’s Time If You Want To Keep Them
Putting ourselves in our customer’s shoes is the best approach to serve them best. “Imagine that you need some information. You ask for it, but nobody answers. Also consider that you had paid that brand to get such information, but they just did not do it. So, how would you feel about that?” I guess your…
February 5, 2018
3 Things To Know About A Customer Service Pilot
Are you planning to launch a new service or to integrate a new support channel? Well, before doing that, you’d better set a test phase during which you’ll get valuable feedback, insights and data. All of these results will enable you to wisely decide whether to ‘keep the new thing going’ or just abort it. So, what…
January 8, 2018
How To Manage Customer Service Triggers
A couple of weeks ago I met the customer service manager of a mid-sized company. He told me about their first pivotal attempt to deliver support thru digital channels, and why they’ve decided to quit after a short time. Guess what? They quit because they we’re receiving many complaints via live chat and Twitter. Now,…
December 4, 2017
Are You Making Your Customer’s Lives Easier?
A few weeks ago I attended the Customer Service Summit in New York. One of the most highlighted topics was customer’s shift towards text-based channels (social networks, instant messaging apps and chat). So what are the consequences of this new habit? Simple and scary: customers have higher and higher expectations, and they easily become impatient…
November 6, 2017
The Secret of Effective Communication with Customers
Everything we say or write is an attempt to convey a message. We tend to think that we excel in effective communication. But, like it or not, most of the times we fail. This is essentially due to two reasons: We have used unclear language (technical words, jargon or ‘brandalese’) that our listener could not understand……
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