The role and understanding of customer service has changed a lot in the recent years. We talk a lot about customer service representatives vs customers vs management and the communication and correlation between all three parties. Our goal is to help companies to offer better customer service but we can’t…

While praise is easy to give, it is far more challenging to criticise your employees but it’s crucial to occasionally show your employees where they need to improve. To be an effective team leader or manager you need to be good at both – praise and criticism. That can become…

We are all very well aware of the power of great marketing. In fact that’s where most companies allocate the biggest budgets every year. Great marketing defines your company’s identity, drives desire and brings customer to you but does not help to retain them. if you’re hoping to have your…

One of the biggest problems for companies, especially in retail is employee turnover. If 15-20 years ago it was natural for people to work on the same position for 5 years or more then today it’s very likely that people stay on one position for 1.5-2 years and then move…

When your business is growing rapidly, one of the first things to fall to the wayside is customer service. Workloads increase and processes need to be changed and adapted which leads to the staff and business owners being overwhelmed. This is where your popularity becomes a double-edged sword. High demand…

“The customer is always right” and “Customer is king” are one of the most commonly used sayings in customer service. Some agree and some don’t – mostly customers agree and customer service reps don’t. Something we always say to our clients is to make sure that their customer service representatives know…

The value of good customer service is often neglected by companies due to lack of time or money. Reality is that good service is the foundation for a loyal customer base, positive brand image and good sales figures. To achieve all of this, a company must have a well-executed customer…

It’s the time of the year again to make new year resolutions. Customer service is the new branding and therefor your number one new year resolution should be – to offer the best customer experience. Customer service vs. Customer experience Customer service is essentially just a transactional happening between the…

Customer centricity is not just a buzzword but an attitude. It’s an attitude that will bring your organization long-term monetary gains and increase your brand’s value. Your business exists to solve certain problems or fulfil certain needs. If you do not serve the needs of your customers, you can as…

How to make more sales? How to grow your revenue and increase loyal customer base? The answer is simple – make your customers happy. Satisfied customers lead to business growth and to make sure your customers are satisfied you need to run regular customer satisfaction surveys. Gathering customer feedback does…