Customer Experience Blog


The Business Case for First Call Resolution

July 11, 2016

Keeping customer service costs low while keeping customer satisfaction high is especially difficult in a struggling economy. Many companies respond by cutting staff in order to meet short-term financial targets. When the economy improves, they then ramp back up in an attempt to regain lost customers and boost the loyalty of the customers who remain.
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Six Reasons Customer Service Matters to Your Business

March 23, 2016

Every business has to work with customers in order to succeed. Therefore, it makes sense that customer service should be a priority.  A call center should focus on improving its phone etiquette and a retail business should determine ways to better service the customers that walk through the door. Although these objectives take time, they also make a big impact. In fact, here are six reasons why servicing the customer is vital to any type of business.
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Three Situations That Call for Excellent Customer Service

March 16, 2016

A customer service representative must be on the ball at all times. Providing quality service should always be a priority, but certain situations will need delicate handling. A mistake with an already irate customer could be devastating. 
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When No News is Good News: a 4-Step Approach for Delivering Unwelcome News

February 29, 2016

“No news is good news” has remained a popular proverb for hundreds of years, meaning we’d all rather hear nothing at all if the alternative is bad news. When someone tells us they have good news and bad news, the majority is most likely to hear the good news first so it helps soften the blow of the bad.
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Enhance Your Listening Skills – Your Customers Will Thank You

February 22, 2016

One of the best teammates I ever had was a Level 1 listener. His ability was amazing. It was as though each word was being documented and analyzed as they came out of his customer’s mouth. The magic transferred into an uncanny knack of knowing what the customer was trying to say – sometimes even before she had finished explaining.
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