Put yourself in the customers’ shoes (and their living room)

‘Put yourself in a customers’ shoes’ - it’s a handy proverb to remind all of us involved in service delivery to empathise with customers.  It is a mentality we drum into our front line staff yet ironically, they are probably the group of your staff who need it the least, because they experience first hand the frustrations and highlights expressed by customers.

Does the failure of Best Buy in the UK mean that customer service is not as important as we think?

The biggest tragedy of the decision to close Best Buy’s UK stories is, of course, the loss of 1100 jobs, especially so close to Christmas.  But the failure of Best Buy also has huge ramifications for those attempting to build a brand around customer service.

Customer service blogs with real value

Blogs are a constant source of useful information for customer service professionals, with the best authors regularly discussing the changing demands and habits of consumers.  We are going to talk about a few of our favourites.

Harnessing social media for customer service - part 2

Before you can attempt to build social media into a multi-channel strategy, you need to understand how to grow your personal network and the correct way to interact with others.  In the second part of a series of articles, James West teaches us some of the best ways to maximise your own presence using tricks such as hashtags, custom searches and adding original content.

Social media vs phone - ignore the hype and focus on what really matters

Some insist social media will transform customer support while others think traditional channels will be preferred.  These debates are clouding the real issues that contact centres should focus on according to Natalie Calvert, managing director of Calcom.