Customer service

The COVID-19 pandemic has likely changed how we shop forever. And with the huge surge in online shopping (especially for items we'd never dreamt of buying online - hello Koala!), there's an added pressure and expectation on the delivery process.

At Yarno, we pride ourselves on providing top-notch customer experiences and that means delighting the customers at all stages. This can be difficult when working remotely – how do you get that excellence across a digital medium?

A hero in the time of toilet paper shortages, Who Gives a Crap has maintained their top-quality product, while delivering on their guarantee that no subscriber would run out of toilet paper.

In this instance, the company turned the blame for a poor job done back onto me - the customer! Not a great way to create raving fans of their business...

This month, we sat down with one of our Customer Success Superheroes, Dale Shaw, to ask him some rapid fire questions on his role at Yarno.

The customer-to-business relationship can be a tricky one. But! Luckily if you acknowledge align assure your way through it, you'll experience nothing but smooth sailing.

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 customer experience.

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 do it well.