Leaders, how is customer service defined in your organization? In Wikipedia, you will find customer service defined as the provision of service before, during, and after a purchase. Customer service defined this way (as an operation) inspires few to the heights of service greatness. It does lead to structured processes, procedures, scripts, and metrics that leaders often mistake for customer… Read more »
Posts Categorized: Customer Service
10 Insights to Deliver Amazing Customer Service from Desk Amazing Service is Not a Given Think back to the last time you interacted with a brand. Did you have a great experience? If you didn’t, the organization probably didn’t do an effective job translating the vision of the company – to provide amazing service –… Read more »
Question #1: Give us some background on the Bonobos Ninjas Online men’s clothing retailer Bonobos has received a lot of attention for going above and beyond the call of customer service. Nicknamed “the Bonobos Ninjas,” our customer support team has discovered a distinct link between providing superior customer service and gaining a competitive advantage for our company. We… Read more »
Every leader at every level has a need to think about customer service. Whether you lead a team that is talking to paying customers every day, supporting those that do, or just interacting with internal Customers, the need for customer service skills — and a customer orientation is critical. When this subject comes up with… Read more »
Desk.com has recently released our latest eBook: The Ultimate Guide: Evolving from a Shared Email Inbox to a Social Help Desk. Our team spent months gathering data and learning points about the problems with using a free email inbox service such as Gmail for customer support. Check out this blog post below, then download the entire… Read more »
Customer service is changing. What was once a company-controlled marketplace is now controlled by the customer. Customers now set the pace, and they expect more from us than ever. They control the conversation and dictate when they interact, and with whom. The shifting customer landscape has flipped businesses on their heads, especially small and medium-sized businesses… Read more »
Have you ever screwed up in a personal relationship? Have you ever said the wrong thing, missed a deadline or otherwise disappointed someone? When that happened, if you cared about the relationship, what did you do? Your answers may vary, but I’m confident you were most successful when you apologized, and when you showed your… Read more »
Have you have ever wondered how it is that some of your competitors seem to always be in harmony with their customers, while others fight to stay in their good graces? There is a good reason for this, and the sooner you learn it and put it into action, the better off your business will… Read more »
This post is part of the Customer Service Myths Series. Customer Service Myth: We have few complaints, therefore almost everyone is happy. Fact: Few customers complain, especially to headquarters or a manager. A recent airline flight was delayed by a minor maintenance issue – we ended up arriving more than 90 minutes late. Although the crew relayed information… Read more »
The “Thank You Effect”: 50 Small Ways to Improve Customer Service from Greg Meyer @grmeyer Today’s blog post and SlideShare was written by Desk.com’s Manager of Customer WOW, Greg Meyer. Check him out on twitter at @grmeyer What Can You Do Today to Make Customer Service Better? “The Thank You Effect” is an example of… Read more »
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