July 15, 2020 — Customer Service Week is a big, loud, fun-filled celebration. And this year doesn’t have to be any different. We’ll show you how to make this year’s event the most meaningful ever with 77 ways to celebrate Customer Service Week. Whether your service team is in the office (and practicing social distancing),…Continue reading
July 8, 2020 — At CSWeek.com, you’ll find everything you need to celebrate your Dream Team™ during Customer Service Week — Whether they are working in the office (and practicing social distancing), working remotely, or a combination. At the website you’ll find: Home Delivery. It’s easy to include remote staff with our brand new kits. Celebration kits…Continue reading
June 30, 2020 — A remote Customer Service Week celebration takes shape. The team at a large electric utility in upstate New York (we can’t use their name because it’s a secret) has been celebrating Customer Service Week for many years. In March, they sent all 2,000 frontline reps home. But nothing is going to…Continue reading
June 25, 2020 — How many times have you heard about the value of empathy in customer interactions? Probably a lot. And it’s good advice. Empathy is the ability to sense other people’s emotions and to imagine what they may be thinking and feeling. Some people are naturally more empathetic than others, but researchers at…Continue reading
When you email a customer or coworker you want that email to be read and acted on. But with the volume of email flowing across the web it can be hard to get a customer’s attention. Ben Decker, CEO of Decker Communications, offers four no-nonsense steps to ensure that customers read your email: 1. BLUF. This…Continue reading
When customers experience a problem they want to be heard. So keep in mind the Disney Institute’s five-step process for service recovery. They call this the H.E.A.R.D technique. Hear: Let the customer tell their entire story without interruption. Empathize: Show that you understand how the customer feels. Use phrases like "I’d be frustrated, too." Apologize: Even if you…Continue reading
