Customer service
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EPIC CX: Haigh's Chocolates
The other day, I walked into Haigh's Chocolates CBD store, certain I was about to ruin someone's day...

Roleplay is super awkward! But necessary...
Roleplay is super awkward when you first try it, but it's also a surefire way to level up your customer interactions.

EPIC CX: Basecamp
Many companies outsource customer support overseas or they use a casual workforce - not at Basecamp. The past 5 years they've implemented 'Everyone on Support.'

What great customer service is (and how to create it)
Great customer service is much more than putting on a friendly face; it's about considering your product and/or services at every step from the perspective of the customer.

EPIC CX: ING
ING doesn't owe their success to their standout bright orange card, or even the glowing endorsement from the Barefoot Investor. No, in a sea of banks, ING stands out because of their focus on...

How a simple tweak in your language can level up your customer interactions
To work is to communicate. Whether it's with colleagues, customers, or your internet carrier (a too frequent occurrence...), if you're workin', you're communicatin' (Mark Eggers 2020 Ⓒ). So it's pretty important we learn to...

How we're using customer experience testing to level up the Yarno platform
We're currently working to create more 'delight the customer' moments by making getting set up on the Yarno platform as easy as possible.

Epic CX case study: Pal's Sudden Service
It's all in the name: Pal's Sudden Service make customer service headlines because of their insanely speedy service.

EPIC CX case study: Warby's Eyewear
For this week's Epic CX case study we have a mystery for you...it's the case of the magically disappearing and re-appearing glasses.

How to create repeat customers by fostering a culture of customer obsession
We’re up to the “O” in FOREfront which stands for “Obsessives”, because it’s about creating and curating a customer obsessed culture. This second step is a long term investment in your company culture.

Until you embed training you'll never see a return on your investment
There is no point in training unless you repeat it. Our brains are like leaky buckets: the things we learn spill out over time. That is, unless you repeat and reinforce your learning.

How role-playing can level up your customer interactions
Roleplay provides you with an opportunity to give your customer service staff immediate feedback on how they interact with customers. It also ensures that desirable behaviours are embedded.