3 Things I Learned About Customer Service by Being a Plumber First

Mar 13, 2017 by

customer service plumber working on pipes

This week we’re sharing a post from one of our favorite social media friends, Steve DiGioia. Steve is a renowned customer service trainer, author and speaker, and shares a ton of great advice on his blog. One of our favorites is a post about the service lessons he learned by being a plumber first. It’s an interesting perspective that’s valuable – no matter your industry.

You can view the original post here. And don’t forget to follow Steve on social media to keep up with all of his work!


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Is Great Customer Service Really Better Than Kissing?

Feb 14, 2017 by

Couple Kissing Great Customer Service is Better Than Kissing

We all know what it feels like to be on the receiving end of an exceptional customer service experience: your belly gets warm, your heart races a bit, you smile a bit easier and you just feel good.

I’m going to say it: great customer service makes a person feel loved.

When your customers feel cared for their loyalty skyrockets, you generate more business through word-of-mouth and you feel good for giving your customers the type of service they can’t find anywhere else. And now there’s scientific proof that great service feels just as good or better than kissing someone you love.

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3 Undeniable Reasons Your Business Needs a Live Receptionist Now

Jan 10, 2017 by

Live receptionist customer service representative 3 undeniable reasons your business needs a live receptionist

You’ve taken your company from a tiny, one-person show operating out of your basement and turned it into a business that’s expanding quicker than you can utter the phrase, “I need help!”

Your revenue stream is steady, your product is selling like crazy and you have a strong customer base. This is amazing, fantastic, 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 live receptionist services exist. 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 why you should work with a live receptionist service.

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Our Top 10 Most Popular Customer Service Posts in 2016

Dec 29, 2016 by

Woman typing on keyboard top 10 customer service blog posts in 2016
Advice from some of our favorite customer service experts, managing some of the most difficult customer personalities and three companies that have gotten their service way wrong highlight some of the most popular customer service posts on our blog in 2016.

As we wrap up another amazing year, we like to check out how our blog performed: our analytics give us some deep insight into what our readers enjoyed (and could do without) and let us know what we need more of in 2017.  And we see very plainly that you love advice from some of the most beloved customer service and experience experts in the industry. You can anticipate more of that next year.

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5 Uncomplicated Ways to Make Your Customer Service Outshine Your Competitor’s in 2017

Dec 20, 2016 by

Girl with a sparkler customer service 2017

The end of the year is headed toward us at full steam. Everyone has the same thing on their minds and it’s this: do I really have to get on a treadmill in January?

Seriously. Who else has a mortal fear of exercise?

There’s nothing quite like a year coming to a close that creates a sense of urgency. Whether it be personal bargaining (I solemnly vow to never down an entire bag of Cheetos after January 1st) or related to your business, creating annual goals is an exceptional way to kick off a new year.

If you’re a small business owner, you’re taking stock of what helped your business to grow in 2016 and what can be improved in the upcoming year.

One area you should assess is your customer service plan (yes – we think it deserves its own plan). You need ask yourself what your customers liked, what they didn’t and figure out how to incorporate those changes in a way that makes sense for your business.

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Work-Life Balance: Own a Business and Enjoy the Holidays for the First Time Ever

Dec 7, 2016 by

work-life balance holiday season owning a business

Forget the yule tide! There’s no time to enjoy the holidays when you own a business. At least, that’s what business owners proclaim as the holidays bear down and time moves faster than ever.

Managing work-life balance during the last few months of the year is stressful. But it’s completely possible to run your own business successfully AND enjoy all the holiday gatherings your heart can stand.

Here are five ideas that will help you get the most out of the holidays while running a business. No booze required.

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Customer Service: The Value of Getting a Human on the Phone

Nov 30, 2016 by

The True Value of Reaching a Human on the Phone, phone support, customer service

No one should have to prep their nerves to place a phone call to a business.

Yet, that’s what we find ourselves doing when placing a call to a business where we know we won’t get through to a human being. And if we do, it’s takes a big chunk of our precious time wading through auto-attendant hell.

In this post, you will read about:

  • The true value of getting a human on the phone;

  • Three myths about live support debunked;

  • How to connect with a human at some of the largest companies in the world.

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37 of the Best Ever Quotes on Gratitude

Nov 18, 2016 by

Girl jumping in the air in a sunset 37 of the best ever quotes on gratitude

We are celebrating a Month of Thankfulness over on Facebook through the month of November. And it’s not just because we’re all thisclose to sitting around a table with our friends and family, stuffing our faces with delicious food. Rather, gratitude is an important part of our value system at PATLive.

Check out our list of the best quotes on gratitude you can find. I guarantee they will have your heart melting like a pat of butter on a bowl of steaming mashed potatoes. Mmm…mashed potatoes.

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[Infographic] How to Craft the Ultimate Call Flow

Oct 21, 2016 by

call flow building call flows for business
 
The phone is the cornerstone of your business. Not only does it connect you with customers or clients, but the fact that you have a phone shows how much you value the customer experience. One way to make your calls more efficient is to build out a call flow.

In this post, you will learn more about:

  • What a call flow is and how it works;
  • Items to take into consideration when building a call flow;
  • How PATLive creates call flows for businesses.
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Customer Service Week: 13 Quick Reads to Sharpen Your Service Skills

Oct 3, 2016 by

Customer Service Week 13 Quick Reads to Sharpen Your Service Skills Sparkler

A list of themed days – check. Tons of food – check. Lots of prizes – check.

We are all set. It’s officially Customer Service Week and it’s time to celebrate!

 
For those who don’t know, Customer Service Week is a nationally recognized event celebrated annually on the first full week in October. If you’re wondering why anyone would ever want to celebrate customer service for a day, let alone an entire week, let me explain.

Customer Service Week was established as a way to for organizations to place a strong emphasis on the importance of support staff and stellar service. The Customer Service Group, originators of this event, recommend using the week to…

  • Boost morale, motivation and teamwork.
  • Reward your frontline representatives.
  • Raise company-wide awareness of the importance of customer service.
  • Thanks other departments for their support.
  • Remind customers of your commitment to customer satisfaction.
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