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If You're Asking Customers How You Can Help, It's …

When political commentator Amanda Carpenter got stuck in an Amtrak elevator, she tweeted an SOS. Amtrak tweeted back — seven months later.  Far too many companies keep repeating Amtrak’s mistakes. They are reactive, assuming all their relationships are fine until it’s much too late. This approach to customer-relationship management (CRM) is ...

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6 Entrepreneurs Share Their Secrets to Getting Customers to …

A one-time customer is a wasted opportunity. So we asked six entrepreneurs: How do you create repeat purchases? Related: 10 Simple Ways to Improve Customer Retention Rates 1. Treat ’em nice. “We recognize our regulars, even if it’s a simple ‘Welcome back.’ People like to feel that they are being seen and noticed ...

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Using Email to Resolve Conflicts Is a Reliable Way of Making…

Conflict takes many forms and, in customer service, it typically begins with a misunderstanding. A simple misunderstanding or mutual mystification can quickly become full-blown acrimony if not handled appropriately. In the fast-paced world of email and texting, tonality, inflection and meaning are lost. As part of your client service strategy, ...

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