All posts by Stephanie Jones

Above and Beyond Great Customer Service: A Spotlight On Publix

Dec 9, 2015 by

Publix grocery stores publix grocery bag customer service
What is great customer service and how is it done? That’s a question we seek to answer every month or so as we highlight a company that takes its customer service and turns it up to eleven.

Anyone can open a grocery store. Anyone with vision can open a grocery store that focuses on the overall customer experience. However, creating an experience that resonates consistently for 85 years takes serious tenacity.

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These 10 Employees Don’t Give a Damn About Your Customers

Dec 4, 2015 by

Two Faced Business Man Happy Mask Mean Face Bad Personalities Customer Service
This may come as a complete surprise, but no one is going to care about your business as much as you do. It’s your baby, your passion project. When you own a small business, it can consume your thoughts day and night.

It’s difficult to build a team who will treat your business and its customers in the way you would expect. After all, a large portion of customer service boils down to simply treating other people the way you would want to be treated. Unfortunately, this is not an innate ability for every single person.

A small business cannot afford to waste money on hiring the wrong customer service team; not only does the wrong team damage morale, but it also hurts the bottom line. There’s proof in the numbers:

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Holiday Survival Guide: 10 Ways to Make Your Customers Holly Jolly

Dec 1, 2015 by

Happy family dad mom sister brother holiday happy customers customer service
There may be no greater miracle than getting through the holidays in one piece. Between the stress over finding just the right gifts, the events, all of the junk food (delicious, delicious junk food) and the rush to ingest it all within the span of a month – it’s a wonder we get past the season with little more than some angst.

From a business perspective, the months of November and December should be seen as a huge customer service opportunity. Based on the fact that egg nog, sweaters with dickies and getting the third degree from every family member can produce so much consternation, why not make things as easy as possible for your customers during the holiday season?

Whether you’re a law professional, a real estate agent, retail or a small business owner, there are some simple actions you can take to create a customer service experience that will leave their hearts all aglow. Here 10 ways you can create a magically easy experience for your customers during the holidays.

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These 20 Comments Prove Social Customer Service Works

Nov 25, 2015 by

Dialogue Boxes with a heart and green background customer reviews social media

Your customers are standing at the pulpit every, single day. Will they use this opportunity to disparage your good name or sing its praises?

The very essence of social media gives any individual the ability to speak out about whatever they choose. Twitter, Facebook and other channels give its users the ability to share their feelings on any given topic. One of those topics might just include something about your business.

If you aren’t providing customer service on social media, you’re missing out. According to Sentiment, customers will spend 21 percent more if they have a good customer service experience on social media.

Making your organization available on social media does open it up for criticism, but it also allows you to get lots of love from your customers. And who doesn’t love love?

It’s time to lose your fear of social customer service. Here are some of the sweetest customer comments on social media.

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Holiday Survival: Yelling At Your Customers is No Good

Nov 23, 2015 by

Angry big man yelling into a megaphone at small passive man yelling at customers customer service
We don’t assume you are unintelligent like our title may suggest. Obviously it isn’t okay to yell at your customers. Most anyone with people skills understands that it’s upsetting when someone yells at you.

The scary thing is that customers are berated and yelled at all the time by customer service representatives. Their jobs can be extremely stressful, and with the hustle and bustle of the holiday season upon us, tensions are bound to mount.

Why is tension so high during the holiday season? Just think about how hot and crowded a shopping mall can be. How busy the parking lots can get. How everyone is extra self-important. It can get overwhelming quickly, causing madness in anyone it touches. All decorum seems to fly out the window in the name of gift giving.

So, it’s quite plain how someone handling customers could lose their noodle when pushed too far. The good news is there’s a way to cope and come out on the other end of the holidays in one piece.

Here’s our quick guide to avoid yelling at your customers during the holiday rush.

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Customer Service Fundamentals To Make You A Better Lawyer

Nov 20, 2015 by

Lady Justice holding a scale and sword blindfolded blind justice law lawyer customer service
Let’s face the facts: lawyers don’t necessarily need to practice exceptional customer service.

Much like the funeral business, people will always have a need for an attorney. Because of that necessity it seems as if law professionals could be successful without upholding any kind of customer service standards. If the people are always knocking — what’s the point?

The point is that any business that wants to continue being viable has to make an effort with its customers. Even those services that are highly needed – doctors, funeral homes, pharmacies – have to be on top of their game or run the risk of slowly losing customers.

Believe it or not, those needy customers are longing for more. According to Parature’s 2015 Global State of Multichannel Customer Service Report, 60 percent of consumers have higher expectations for customer service now than they did just one year ago. In addition, 76 percent of consumers say they view customer service as the true test of how much a company values them.

When your main business is the welfare of your clients, how can you ignore customer service altogether? The short answer – you can’t. Providing customer service that makes every single client feel like they are your best client isn’t that hard to achieve. With some simple actions and a bit of planning, you can create a service that exceeds your competitions’.

Here are some customer service fundamentals you need to know to become the most sought after lawyer in town.

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Our Favorite Customer Service Stories on Twitter This Week

Nov 17, 2015 by

Man holding newspaper front page customer service news Twitter
Not every industry’s cup runneth over with content on social media. But if it does, you have to make a home for yourself on Twitter.

I have extolled the virtues of businesses providing customers with an multi-channel or omni-channel experience by providing social customer service. Your customers are on social media. You need to be there, too. In addition to engaging with your customers, you can connect with thought leaders within your industry.

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How to Snag a Millennial Real Estate Client

Nov 13, 2015 by

Millennial customer experience real estate client
It’s time for our obligatory post about everyone’s favorite generation to rag on: the millennials.

Many articles are overwrought with generalizations about the largest generation in history and these characteristics are rarely positive: they want more success without working for it; they are selfish; they are lazy; they always stare at their phones; they never want to own a home and only want to rent. Poor millennials. They need to be cut some slack.

After all, the older segment of this generation has faced some of the greatest economic struggles. While they are the most educated generation, millennials are saddled with copious amounts of debt from student loans and the jobs they’re qualified for are scarce.

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Are You A Customer Service Whiz? Take Our Quiz!

Nov 11, 2015 by

Smart Business Person Ideas Lightbulb Whiz Kid Customer Service Professional
Providing exceptional service is not rocket science; It doesn’t take a room full of NASA engineers to crack the code of winning the hearts and loyalty of your customers.

What it does take is some serious focus and determination. A great customer experience isn’t automated. A business owner has to choose to create service that delights; it’s something you have to strive for it, and then build an action plan.

Though it doesn’t take a doctorate to understand the definition of good service, there are soft skills and personality traits that make some people better equipped to serve customers. Do you think you’re a customer service whiz?

We can tell you how good you are at customer service based on the GIFs you choose. Ready to find out if you’ve got what it takes? Get started below!

Love your results? Share them on Facebook and tag us in your post!

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Here’s Why Your Business Needs to Use a Live Receptionist

Nov 9, 2015 by

3 call center agents illustration
All of your hard work is paying off. You’ve taken your company from a small, one-woman show operating out of your basement and turned it into a flourishing, medium-sized business. With revenue, and sales, and…dare we say it? Customers.

This is amazing, brilliant, everything you ever wanted – except for one problem. You don’t have the time to deal with all those customer calls on top of your other responsibilities as a business owner.

No need to panic; this is why the universe invented live receptionists. The right answering service can make a bigger difference in yours – and your customers’ – day-to-day life than you might think. Let’s take a look at the three major reasons you should be considering working with a live receptionist service.

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