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This blog provides a platform for us to discuss how our industry works, to share insight, case studies and real-life examples on customer service management. Subscribe below to receive our latest blog posts.

May

17th

How to Prevent your Customers from Breaking-up with you

Loyal customers are the back-bone of every business. Sure, bringing in new customers is important, but by retaining customers you can expect a lot…. With a 5% increase in customer retention, comes a potential increase in profitability of up to 75% (Bain & Co.). So, how do you prevent your customers from breaking up with […]

May

4th

Top-Notch Customer Service: How does it help your business?

Customer service requirements are unique to every business. For some companies, the goal may simply be to provide enough Customer Service Advisors to meet the high-demand and frequency of customer interactions- and if that’s what your business requires, then that’s OK! But, in an age of social media, there are also a number of reasons […]

Apr

20th

Customer Service: What Your Customers Really Want

A great customer experience is the key to great customer service. There are a few, simple things you can do to immediately improve the level of satisfaction your customer experiences. So, what do your customers really want?   To be Listened to One of the most important roles of the Customer Service Team is to […]

Apr

11th

How to Manage Customer Interactions During an Outage

Do you have a plan for managing customer interactions during an outage? Despite all of your planning, various investments in facilities/technologies, expert employees and best efforts, sometimes you just can’t help things going wrong… Weather/natural situations can rarely be prevented. And sometimes neither can the actions of third-party partners, support- or just general human error! [&hellip

Apr

4th

4 Simple Steps to Instantly Improve your Social Media Customer Service

These days, nearly every brand has a presence on social media…but is your customer support keeping up? We’ve compiled 4 simple steps to instantly improve your social media customer service…   Pick your Social Networks You don’t always need to be on every, single social network in order to provide top-notch customer service; you just need to […]

Mar

24th

Customer Service Phrases to Avoid

Every brand makes mistakes sometimes, leading to negative experiences for customers. Interactions can be tricky for the Customer Service Team when customers are feeling frustrated, but it’s the team’s job to turn this around. As a Customer Service Advisor/Assistant, what you really don’t want, is to be the cause of that frustration- or to escalate […]

Mar

17th

The A-Z of Customer Contact Jargon

Wanting to outsource your customer service, but unsure of the lingo? Take a look at our A-Z of Customer Contact Jargon…   ACW (After Contact Work) Work completed by the Customer Service Advisor following customer contact- this usually involves taking notes or completing actions promised to the customer.   AHT (Average Handling Time) The average […]

Mar

3rd

A Day in the Life of…a PA

A Day in the Life of PA to CEO, CFO & Directors, Sharon Hilton…   5.30-                Alarm goes off… jump in the shower and get ready for work. 6.15-                Check that hubby has gotten up for work and head downstairs to […]

Feb

24th

5 Key Traits of a Great Customer Service Advisor

Customer service can make or break any business. But how do we deliver the top-notch customer service we strive for? Well, the key is the people! Your Customer Service Team are on the frontline of customer communication, and are your brand representatives. So, in this ever-increasing world of relationship marketing, how can you be sure […]

Jan

6th

7 Customer Service Resolutions for 2017

Ahh, the New Year! A time for fresh starts and good habits. So, we’ve made a list of our top customer service tips for your Customer Service Team to adopt (or reaffirm) throughout 2017. Either that, or we’ll do it for you… but we would say that, wouldn’t we…   Know Your Stuff and Be […]

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