Outsource Consultants' Blog

5 Easy Steps to Top-Notch Customer Service – Cheryl Scott

The Huffington Post article “5 Easy Steps to Top-Notch Customer

Service” by Cheryl Scott gives advice on ways employees can ensure quality customer service. These tips include:

  • Check the body language
  • Don’t break character when you’re “on stage”
  • See the Customer’s Experience Through to the End
  • Remember Your Internal Customer
  • Don’t Forget the Emotional Bank Account

To read about these five tips in detail, click the link below:

5 Easy Steps to Top-Notch Customer Service – Cheryl Scott

 

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How To Measure Customer Service Effectiveness – Collin Burke

The article “How To Measure Customer Service Effectiveness” by Collin Burke features an interview with Shep Hyken, customer service and experience expert. Customer opinion ultimately determines your service quality, so it’s important that you know to measure the right metrics and feedback to know how effective your company can be in delivering customer service. Hyken gives his insights on how to measure customer service effectiveness, how to survey customers, and more. Click the link below to read the full article:

How To Measure Customer Service Effectiveness – Collin Burke

 

 

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Beyond engagement: Top must-haves to drive customer experience forward – Ekaterina Walter

The article “Beyond engagement: Top must-haves to drive customer experience forward” by Ekaterina Walter discusses that customers don’t just expect resolution from traditional customer service outlets, but they expect to be answered to on the internet quickly as well. The topics in this article include the following:

  • Foundations for Engagement Success
  • Who responds?
  • What to respond to?
  • How do you track social?
  • Beyond the responses
  • Cross-silo collaboration
  • Predictive analytics and sentiment analysis

To read the full article, click the link below:

Beyond engagement: Top must-haves to drive customer experience forward – Ekaterina Walter

 

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Social Media: The Next Customer Service Norm – Daniel James

Customer service has evolved substantially along with technology. First the norm was to use face-to-face interaction, then the telephone, then email. Now social media is becoming the normal way for customers to communicate with companies. For example, did you know that 70% of people use Twitter for customer service? The article “Social Media: The Next Customer Service Norm” by Daniel James discusses the rise of social media for customer service. To read the full article, click the link below:

Social Media: The Next Customer Service Norm – Daniel James

 

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Helpdesk Indifference: A Small Business No-No

If your small company is doing well in most areas, it’s very easy to forget about customer complaints on social media. If your heldesk is indifferent to customer comments on your social media pages, this could end up being detrimental to your business. The Huffington Post article, “3 Ways Helpdesk Indifference Will Kill Your Business” by Jun Loayza, discusses how silence, inapplicable responses, and poor customer service history can cause damage for your company. To read the full article, click the link below:

3 Ways Helpdesk Indifference Will Kill Your Small Business - Jun Loayza

 

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“How to Offer Great Customer Service With Social Media” - ALLELI ASPILI

If your company uses social media, you should be using it to deliver customer service. Customers use social media to voice their positive and negative opinions, but if their opinions aren’t heard, they’ll be more inclined to turn away from your company. The article “How to Offer Great Customer Service With Social Media” by Alleli Aspili gives 5 tips on how to use social media effectively to gain fans and deliver excellent customer service:

  1. Create a clear social media strategy
  2. Think before you "speak"
  3. Time is of the essence – Fix complaints, immediately
  4. Consider outsourcing your customer service
  5. Always ask for feedback

To read the full Sendible article, “How to Offer Great Customer Service With Social Media” by Alleli Aspili, click the link below:

http://sendible.com/insights/how-to-offer-great-customer-service-with-social-media/

 

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Social Media Matters: 4 benefits of a customer service portal - Kiran Ross

“According to research from Aberdeen Group, 80 percent of companies are expected to adopt social media as a customer service portal by the end of the year.” – Kiran Ross (Contributing Writer for the Kansas City Business Journal)

Social media is now a customer service requirement for many companies. Customers aren’t satisfied with traditional communication channels and want answers instantly. There are four benefits of using social media for customer service to consider:

  1. Streamlined communication
  2. Immediacy
  3. Cultivation of brand ambassadors
  4. It’s easy to close the loop

The article “Social Media Matters: 4 benefits of a customer service portal” by Kiran Ross (Kansas City Business Journal) goes into detail about these benefits. To read the article, click the link below:

Social Media Matters: 4 benefits of a customer service portal - Kiran Ross

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Happy New Year!

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