All posts by Stephanie Jones

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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5 Tools That Will Make Every Real Estate Investor’s Job Much Easier

Nov 4, 2015 by

Toolbox saw ruler real estate investor customer service tools
The life of a real estate investor is kind of like a tornado. The moment they wake up, they turn into a whirling dervish, collecting tasks that crop up in their path and spitting them out in their wake.

When you have so many things coming at you at once, it can be hard to manage what needs to be done and what has already been accomplished. From missed phone calls to managing your marketing to updating contracts, there is a lot for an investor to manage.

You are one, single person trying to make it in the world of real estate investing. You will never be perfect. But there are tools you can use to manage your tasks so nothing slips through the cracks. There is nothing more detrimental to an investor than a lost opportunity – especially a lucrative one.

Here are some tools that can help all real estate investors stay on top of their game and always in front of the next big deal.

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Online Business: Providing Customer Service That Brings Happy Tears

Nov 2, 2015 by

Mobile Phone Online Business Retail Freelance Customer Service
You are living the dream. The online business you’ve always longed to have is quite successful. Who knew so many people wanted a t-shirt that features a cat in a smoking jacket? You did.

With all of its success, your online business is far from perfection. You have an inbox loaded with customer emails, unanswered questions on your social media pages, and no phone for customers to call when they have an issue. It sounds like you could use some help.

Your customers love your t-shirts – that’s true. But providing a great experience for them is the one thing that will ultimately determine your staying power.

No one wants to make their customers cry out of frustration, anger or sadness. We want them to cry tears of joy because the service is beyond exceptional. Here are a few ways your online business can create an an experience that makes them well up from happiness.

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15 Spooky Bad Customer Service Stats To Make Your Knees Quake

Oct 30, 2015 by

spooky halloween ghosts illustration black gray white bad customer service
Horror movies can be abhorrent, spine-chilling and downright gross. Statistics on bad customer service can conjure up similar feelings; unlike a movie, these statistics have very real implications for businesses of all sizes, and they don’t end after 2 hours of white-knuckling an armrest and spilling popcorn.

Feel like you need to scream? Go ahead. It’s about to get even scarier.

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Hiss! These Cats are Freaked Out by Your Customer Service

Oct 27, 2015 by

Scared Black Cat arching back  orange bad customer service
We’ve caught you and we aren’t impressed. Do you have a personal vendetta against cats or do you just love providing bad service?

Your business is really doing some serious harm with its poor customer service. Not only are you freaking out these cats, but you’re doing phenomenal damage to your bottom line and driving away your customers all the while.

Unfortunately, you aren’t alone: U.S. brands are losing approximately $41 billion each year due to poor customer service.

We know you don’t want to keep these cats on the skids forever. Here are 10 horrifying customer service traits you need to start avoiding today to make your customers (and these cats) so much happier.

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Is Your Customer Service Like Night of the Living Dead?

Oct 26, 2015 by

Zombie Business Man Green Skin Arms Stretched Out Customer Service

It’s the zombie apocalypse in the world of customer service.

Your customer is in a dark room, her heart racing and body trembling. A cold sweat drips from her brow. Her fists clench tightly to the phone. Frightened of what she might find on the other end of the line, she bravely dials the number. One ring, another and then the phone picks up.

“Hello! Thank you for calling Acme No Service Company. Press 1 for English; Press 2 for Spanish; Press 3 for Martian; Press a combination of your birth date and social security numbers to reach our next menu…”

She screams out, but no one is around to hear her. She’s just been attacked by zombie customer service.

Increasingly, companies are using automated services to interact with their customers. From phone answering to social media, engagement with a company’s customers is becoming less of a priority. While this can save a company time and money, it’s incensing for a customer who would prefer to speak to a live person.

You need an antidote to avoid becoming a drooling, leg dragging customer service zombie. Here’s how to create an engaging customer experience – big or small budgets alike.

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