In an age of instant message, instant information, customer service experience needs to happen in an instant. Virtual customer service is an expectation from customers today. The last few customer service teams I’ve worked with have focused entirely on virtual customer service. I haven’t seen a customer face-to-face in years.

The reality is that not every customer interaction is going to be an amazing customer service experience, the secret is documenting your customer services successes, then telling everyone about it. Chances are, most of the time you do some amazing customer service thing, very few people will know about what you did.

What would the business/customer relationship be like today if you could make great customer service a given for every company, in every industry, in the entire world? What would that customer service world look like? What would marketing be like? What would the sales process be like? How would the culture and atmosphere in the…

Great customer service feels great. If you don’t feel great, you’re not doing it right. I’ve worked in customer service for a long time. I’ve been part of many different successful customer service teams.

Once upon a time, if a storeowner provided bad service, there wasn’t much a customer could do. They could refuse to do business with the company, if possible, or they could tell their family and friends about their bad experience. Things have changed quite a bit since then. Technological advances have put power in the…

It’s thought that customers who complain are usually too demanding and hence a nuisance. But it’s not just the upset customers that you need to settle, all customers are giving you some type of feedback to help you improve the service experience.