The basic secret to customer excellence in customer service comes down to one simple question. How often does the CEO talk to the business customers? We have been in the business of training organizations, companies and individuals on customer service for over 15 years in the Asian and European markets. Interestingly, people keep on asking…

It’s predicted that in the near future, companies will need to accommodate as many as 10 additional customer service interaction touchpoints. Envisioning the experience your customers have when they interact with your business is an important step in developing customer-facing policies that generate positive real-world experiences.

Management consulting firm Bain and Company found in a 2013 study that it is 6-7 times more expensive to gain a new customer than it is to keep an existing one. Smaller companies generally don’t have the resources to reach large markets in the way large multinational corporations do. But there are other, affordable methods of customer retention that…

Customer service is about building relationships, not closing cases. It’s the human element that connects people and creates experiences that lead to loyalty. Do you ever wonder what’s been done in all of those hours you’ve spent at work?

No matter how great the intentions you have with delivering great customer service, ultimately, only one question matters to customer service effectiveness. Steven Stowell with the Center for Management and Organization Effectiveness recently shared his post on the ultimate goal for the strategy of an organization, to provide value to the business.

Even great customer service people make mistakes. Customer service isn’t perfect, but your perspective can make the difference in the outcome. No matter how hard you try, how well you train your people, mistakes will still happen in customer service. There’s no way around that.