Here’s a really interesting infographic I found recently showing that although access to customer service via social media is still growing, and should be an important part of your overall strategy, the telephone is still the preferred method of contact by the majority of customers. I find it somewhat shocking that although 71% of people […]
When It Comes to Customer Service Telephone Still Trumps Social Media Read More »
There are two sorts of databases that can greatly increase your ability to service your clients. The first is a CRM to document not only contact details etc for your clients, but also previous communications between your company and your customers. The second is a Knowledge Base, or wiki to capture Frequently Asked Questions; to
How Databases Help You Excel At Customer Service Read More »
Although using social media for customer service has been rapidly gaining in popularity, one of the easiest and best ways to offer customer service is via email. It allows time to think out a response, you can include print screens, detailed instructions or attachments when necessary, and for non-urgent queries is a simple and convenient
Customer Service via Email Read More »
When you’re working with a Virtual Assistant, you’ll often want them to interact with your customers. In the past, several of my clients have been a little concerned with how to address the fact that there’s someone other than them ringing, emailing or even writing on behalf of their company. Really, it’s up to
Following on from my last customer service post: Using Social Media as part of your Customer Service strategy I’d like to touch on the ways in which social media and customer service work together. After looking around for a bit, I found this awesome infographic from Social Strand Media on How Social Media Is Changing
Customer Service and Social Media Read More »
I’m sure most companies now use social media as a marketing tool. Hopefully it’s used more as a way to engage customers with your brand rather than to advertise to them. One large part of the engagement will always be responding to customer feedback. Responding to positive feedback is easy, but how are you responding
Using Social Media as part of your Customer Service strategy Read More »
An attitude of kindness can make a company much more attractive to customers. On the other hand, it doesn’t even take an act of unkindness to make customers less likely to deal with you, just a sense of neglect or of not being considered as an individual can make customers veer away. When I talk
Kindness in Customer Service Read More »
If you have any sort of online presence, at some point you are going to be attacked, whether it’s by a troll, someone with a personal grudge or someone who has a legitimate complaint, it’s likely to make you feel upset and defensive. There are three main types of negative post you’re likely to get
How to handle the not so nice online Read More »
This infographic from NBRI shows not only why it’s so important to keep your existing customers happy, but gives a few tips on how to go about that. If you’re looking for more Customer Service information, just click on Customer Service in the category list to your right and you can see my other posts on
Customer Service: The art of making your customers love you Read More »
I’m not doing a proper post today – instead I want to send you off to an excellent post over at Business Pundit that makes two key points regarding Customer Service and has a very interesting infographic as well. Firstly, it’s entirely up to you how you want to balance profit versus quality of life and you probably will
Customer Service: Good Nights Sleep or Nightmare Read More »