Customer service

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EPIC CX: Haigh's Chocolates

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...

Mark Eggers, 1 min read
Mark Eggers
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Roleplay is super awkward! But necessary...

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.

Mark Eggers, 1 min read
Mark Eggers
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EPIC CX: Basecamp

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.'

Mark Eggers, 1 min read
Mark Eggers
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What great customer service is (and how to create it)

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.

Mark Eggers, 6 min read
Mark Eggers
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EPIC CX: ING

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...

Mark Eggers, 1 min read
Mark Eggers
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How a simple tweak in your language can level up your customer interactions

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...

Mark Eggers, 7 min read
Mark Eggers
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How we're using customer experience testing to level up the Yarno platform

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.

Eliza Scott, 4 min read
Eliza Scott
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Epic CX case study: Pal's Sudden Service

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.

Mark Eggers, 1 min read
Mark Eggers
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EPIC CX case study: Warby's Eyewear

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.

Mark Eggers, 1 min read
Mark Eggers
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How to create repeat customers by fostering a culture of customer obsession

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.

Mark Eggers, 6 min read
Mark Eggers
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Until you embed training you'll never see a return on your investment

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.

Mark Eggers, 6 min read
Mark Eggers
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How role-playing can level up your customer interactions

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.

Mark Eggers, 7 min read
Mark Eggers
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We'd love to chat about how Yarno can benefit your business

Mark, our Head of Sales, will organise a no-obligation call with you to understand your business and any training challenges you’re facing. Too easy.