February 9, 2021
Post: Great Customer Service Is About More Than Answering Questions
Stereotypes get stronger if they aren’t quickly disproven. When it comes to providing customer support, a frequent one is thinking that front-line agents should only respond. Actually, this is just a partial view of the role of customer service since they need to do more than answering. In fact, when handling conversation, especially over digital…
January 12, 2021
Post: Does Your Customer Service Invite or Push People?
Whenever we ask somebody to take an action, we can adopt two different approaches. The first one to be more direct, sometimes even imperative, the second one less direct but more persuasive. When it comes to dealing with your customers, chances are that you’ll need to ask them to do something: Whether it is sending…
November 10, 2020
Post: The New Customer Service Refrain You’d Better Sing Along To
When we listen to a new song, we tend to memorize sequences that are being repeated. Similarly, when having a conversation with customers both us and them will easily focus on concepts explained and confirmed. However, it’s important that we use different words and conversational inflections. We cannot come across as sounding as if this…
September 29, 2020
Post: The Power of AI Tools in Customer Service
As counterproductive as it may seem, machine-led Artificial Intelligence tools are playing a central role in driving emotion-centric customer service operations. Don’t believe us? Consider the following hard-facts for a second: As per research, “42% of customers want to communicate with companies via live chat for customer service.” Plus, “By 2021, more than 50% of…
September 1, 2020
Post: Get Ready For a Blended Customer Service Model
Like it or not, few workers around the world will be going back to their offices full time anytime soon. Some, however, will go in once or twice a week with the rest of the days spent working remotely. Since we do not know how long this ‘hybrid situation’ will remain, we’d better act as…
July 7, 2020
Post: Deal With The Unexpected to Elevate Customer Service Standards
“Ok, we’re all set to go.” Then, suddenly. something happens and it ruins your plans. Of course, that’s not nice but that’s life and it’s up to you to face the issue and then get it fixed. Easier said than done though, especially when it comes to providing support to your customers regardless of the…
June 2, 2020
Post: Why Digital Customer Service Is Like a Wave
Imagine you’re on a sandy beach entering the water. Suddenly you spot a big wave coming towards you and you must rapidly choose between two options: surfing the wave or being pushed away by its force. What we’ve seen in customer service during these last 3 months is the rise of a huge wave of…
May 4, 2020
Post: 2 Secret Ingredients For Rock Solid Digital Customer Service
Yes, the situation is still complex but it’s not the same as one month ago. While one month ago most organizations were stuck on ‘what shall we do now’ many of them have already moved on and that’s good news. Meanwhile, a large number of consumers all over the world have sought assistance through digital…
April 7, 2020
Post: How To Ignite Digital Customer Service In Complex Times
While I’m writing this article here in Milan, Italy I constantly hear ambulance sirens going back and forth for a dramatic reason that is globally hitting us. Nevertheless, time goes on and life does as well, meaning that we have to keep either ourselves and our businesses alive. As for customer service, many people with…
March 3, 2020
Post: The Winning Link Between Customer Service and Marketing
If you have worked within companies, you know that one of the most common issues is lack of internal communication. Departments tend to become clam-like when it comes to sharing information with colleagues not belonging to the same ‘tribe’. Having personally experienced such situations, I have noticed that the more departments become silos, the more…
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