Imagine a busy day at work. The calls are pouring in and agents are trying to receive and handle all incoming calls and then forward them to other departments or escalate urgent matters to technicians. There are many calls in line and for each call received, it takes time to figure out where the call … Continued
Do you know that there are lots of companies that do not even answer when you call? Lots of companies where you as a customer get greeted by only a voice message, or in the worst case by nothing at all, because the employees are in a meeting, are at a customer or are simply … Continued
It’s time we talked more about customer engagement. Entrepreneurs have, since time immemorial, talked about transactions. Customer service was something that simply should exist, by everyone doing their job as well as possible. It was not so long ago that entrepreneurs actually started to invest energy and money in restructuring their companies to improve customer … Continued
In all service professions, there will always be waiting times, regardless of whether it is within the framework of what is considered acceptable or unacceptable waiting times. Our pilot study for this project showed that a large part of our customers would rather handle certain matters themselves, if they were given the choice between doing … Continued
People often talk about the importance of good customer relationships, but what is a good customer relationship, really? The concept of customer relationship, obviously consists of many different components, but basically it is about service companies offering the right kind of services together with the right conditions to their customers. When our customers have the … Continued
Every company has, at least one time, had a dissatisfied customer. Even if you want to avoid a customer being dissatisfied at all costs, there are probably few companies that have managed it altogether. What can be positive about an angry customer is that it can be a chance to learn. The most important thing, … Continued
Leading a support team is not always easy. A support manager must have a lot of everything. For support technicians or anyone working in customer service, it is necessary to know the company’s product or service throughout. In addition, you must also be able to handle customers in an efficient and empathetic way. Often there … Continued
Wanting to build trust with your customers is not only a great ambition, but also something that can be crucial to your company’s success. Figures show that 83% of consumers are happy to recommend companies they trust. If customers have high confidence in a company, this generates positive ripples on the water and the company … Continued
Both customer journeys and ways of contact have changed drastically in recent years. Previously, they traded their goods in a physical store. If you had a question about a product you talked to the store staff or you called the store. Today it looks completely different. With online shopping, chats, bots and social media, customers … Continued
It is a bit exciting to think about how customer service has changed over the past few decades. In the 60’s you could contact a company by calling, sending letters or going there in person. Phone numbers could be found in a physical phone book and let’s not forget how long it took to get … Continued