The other day, I walked into Haigh's Chocolates CBD store, certain I was about to ruin someone's day...
Roleplay is super awkward when you first try it, but it's also a surefire way to level up your customer interactions.
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.'
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.
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...
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...
We're currently working to create more 'delight the customer' moments by making getting set up on the Yarno platform as easy as possible.
It's all in the name: Pal's Sudden Service make customer service headlines because of their insanely speedy service.
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.
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.
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.
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.