Category: Customer Service

Across the world, few organizations are willing to invest in developing a high-performing customer-driven workforce. Too many employees just show up with poor attitudes and work habits. Educational institutions never teach customer service. In last month’s article, I talked about why companies are rapidly firing Gen Z employees. Manufacturing firms spend millions of dollars on […]

Call center agents often face a delicate balance: solving problems quickly while ensuring customers feel heard, understood, and valued. One of the most powerful tools in an agent’s toolkit is the ability to reassure customers. Whether it’s addressing a billing issue or handling an unexpected delay, reassurance is key to building trust, diffusing tension, and […]

Enterprises constantly seek to maximize their return on investment (ROI) while maintaining operational efficiency and driving growth. One effective strategy is leveraging Unified Communications as a Service (UCaaS). UCaaS integrates various communication tools and platforms into a single, cohesive system to promote collaboration, streamline processes, and improve ROI. UCaaS encompasses a range of […]

In the competitive landscape of today’s business environment, having the right creative talent is essential for driving innovation and achieving success. From graphic designers who craft stunning visuals to content writers who create compelling narratives, the demand for skilled creative professionals spans various categories. As businesses navigate the complexities of modern markets, the need for […]

According to Zendesk, 81% of consumers say that they would likely make another purchase after a positive experience. Thus, successful customer service strategy should be the highest priority for many businesses today. No matter whether you sell goods or provide services, you need to meet your customers’ expectations on every step of their journey. The […]

Does it feel like you’re drowning in a sea of customer support tickets? The struggle is real when you’re juggling countless tickets, as it can impact both your productivity and morale. This is where ticket deflection comes across as a secret weapon, helping you reduce support tickets, reclaim control of your support queue, and deliver […]

19 Feb Humor Creativity And Empathy In Customer Service: Know How To Read The Room Though there are great customer service experiences, they are not considered the norm.  You want to define exceptional customer experience, and make it standard at your company.  One of the keys to this puzzle is service agents who can “read […]

Is your survey a customer listening vehicle? Or could it be improved? On this episode of the ‘Amas Talks’ podcast, Amas and Martha agreed that if you’re considering how to improve surveys, a survey audit is the first step toward excellent survey design. The audit ensures your questions are sufficiently powered to achieve robust insights—and […]

You satisfy your customers, but can you satisfy our curiosity? With Sam Barrett, Head of Customer Experience at Runna. Please tell us a little bit about your company and what you do there.I’m Sam, Head of Customer Experience at Runna. We’re a running training platform that aims to make running easy, enjoyable, and effective for […]

Understanding Skills Customer service is about helping people. That makes it essential to understand exactly what help people want and need. Listening is a big part of understanding your customers. Merriam-Webster defines listening this way: to hear something with thoughtful attention : give consideration Understanding skills also include reading comprehension. Email, chat, and text are […]