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Paolo Fabrizio

How To Manage Customer Service Triggers

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,


Reuben Yonatan

How NOT to work with Bad Clients – Infographic

How NOT to work with Bad Clients

The best advice I ever received? Know when to say NO. And that includes saying no to bad clients! It feels as though it is a risk-filled venture to dismiss any offer. After all, people lead to people. And you never want to be seen as someone with whom it is difficult to come to


Paolo Fabrizio

Are You Making Your Customer’s Lives Easier?

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


Paolo Fabrizio

The Secret of Effective Communication with Customers

Effective Communication,

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…


Paolo Fabrizio

What Happens If You Leave The ‘Why’ In Customer’s Hands

Don't Leave The 'Why' In Your Customer's Hands

“Why” is a word that tends to arise in most of our conversations, regardless the topic we’re discussing. It’s so important that Simon Sinek wrote a whole, wonderful book about it that I suggest you to read. When it comes to customer service, if you leave the whys in customer’s hands you’ll have then to deal with


Robin Singh

A Newbie’s Guide To Knowledge Bases

A Newbie’s Guide To Knowledge Bases

In today’s connected world, consumers expect fast and accurate information. If you can’t provide them with what they want exactly when they want it, they will find someone who can. It’s really as simple as that! Which is why you need to try and meet every need of your target customers. Consistently satisfying customers makes


Paolo Fabrizio

Why No News Is Not Good News In Customer Service

no news is not good news

When I started working about 20 years ago, a mantra was ‘we must avoid customer complaints.’ That was the first time I heard about customer retention. Today, working as a customer service consultant and trainer, I still see many companies trying to prevent complaints. But in the meantime, technology has dramatically changed customers’ behavior. In this


Michael Brenner

7 Ways To Build Trust with Your Content Marketing

Build Trust

Trust! No business can get off the ground without it anymore. Lose it, and you’re done for! In this article, Michael Brenner offers 7 tips to help you build trust with your content marketing. This is another in our “Great Articles You may have missed” series. Build Trust with Your Content Marketing Trust is the


Shelly Kramer

For Happy Customers, Look Beyond the Sales Funnel

For Happy Customers, Look Beyond the Sales Funnel

The Sales Funnel is good, but it isn’t everything! Shelly Kramer offers food for thought about what lies beyond the funnel. It is another in our “Great Articles You may have missed” series. Quit Focusing on the Sales Funnel Many companies today focus on the traditional sales funnel—they hunt, lure, and trap leads. Then, they


Robin Singh

9 Reasons to Adopt a Knowledge Base for Your Website

Knowledge Base

Having a knowledge base for your website is becoming more and more popular, as it can provide users with many benefits. No matter what kind of a website you have and what products or services you offer, creating a knowledge base and integrating it with your website is a great step to take. It can


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