The idea that robots could replace human workers used to be the stuff of science fiction. For centuries, writers explored the concept with both wonder and fear. As technology evolves, though, artificial intelligence becomes less of a sci-fi trope and more of a tool. Robotics has changed many industries, especially in manufacturing, but even healthcare,… Read more »
Any job can be frustrating if you don’t have the right tools. Anyone who has ever attempted a DIY project without the necessary ingredients can assure you of this fact. The same principle applies to customer service. When it comes to keeping customers happy, the task is made infinitely easier with the proper tools…. Read more »
The internet has forever changed the way we do business. Whether you’re a mom and pop ice cream stand or an international media conglomerate, the advent of the internet has meant increased competition and scrutiny. With computers in every pocket, local businesses can no longer afford to rest on their laurels. They’re forced to compete… Read more »
In a time not so long ago, a customer service desk was the only option for voicing your frustrations with a company. You stood in line, chatted face to face with an employee, and if things really needed escalating, you might speak with a manager. Compare that kind of interaction with all the ways customers… Read more »
Customers who experience amazing service share their delight with others. Should they have a bad experience, though, they’ll instead share their disappointment. Indeed, customers are more likely to tell friends about bad experiences than good ones. In the golden age of the internet, social media allows people to tell all their connections about their interactions… Read more »
There is no debating the importance of customer service. Businesses that get it right thrive with great customer retention rates and positive word of mouth buzz. Companies that struggle in the customer service realm often sputter as an organization. Customer metrics can reveal valuable insight about your successes and challenges. But which data sets should… Read more »
Every business wants to prioritize customer service – or at least they should. There’s no quicker way to make a name for yourself (good or bad) than through your treatment of your customers. While excellent customer service is a goal to aspire to, many companies lose sight of it in the midst of the other… Read more »
We can learn a lot about life – and about customer service – when we go to the movies. While inspirational films like Forrest Gump and The Blind Side can motivate us to be better human beings, even less critically-acclaimed movies can inspire us to do better. While not exactly an Oscar winner, the 2003… Read more »
You care about your customers and want to keep them satisfied. How can you guarantee, though, that you’re offering exceptional customer service every time you interact with a customer? The key lies in understanding the difference between reactive and proactive customer service. If you’re not sure you know why a proactive approach is the best… Read more »
With more and more business done virtually than ever before, customer service agents are often the literal voice of the company. In an ideal world, anyone answering a phone for your business should be well-trained, polite and friendly to callers. Unfortunately, even the most experienced of administrative workers can become frustrated and lose patience while… Read more »
I wanted to take a couple of minutes and thank you and your company for helping us in the last few months. We had a bottle neck in our office, and couldn’t decide whether to hire more staff, add more lines, or move all our incoming calls to a professional call center. All of the above were too costly for my small business, and we just weren’t at the point to make that leap. After getting your name from a fellow doctor, I called and was impressed with the costs and signed up with your company immediately.
The results have been outstanding. (more…)
Dr. Matthew D.