The Customer Support Excellence Blog - Articles, Stories and Tips & Tricks

Why Customers and Customer Support Services Love Live Chat

Some trends don’t stand the test of time, while others catch fire and transcend trendiness to become part of the landscape. Take the trendy flip phones of the early 2000s: Once ubiquitous, they’ve now gone the way of parachute pants and spiral curl perms. Compare the flip phone to the Apple iPhone, once trendy and now in its sixth iteration—but wait; there is no comparison. 

Posted by Nancy Anderson on Thu, Jul 02, 2015 @ 02:46 PM
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Customers and Reps: Two Sides to the Same Coin

A great customer service representative treats their customers the way they themselves want to be treated. Customers and reps are two sides of the same coin because everyone is a customer at some point. Whether it's at the grocery store, gas pump, bank, retail store or an almost infinite number of other locations and situations, everyone is in need of customer service during their daily lives. 

Posted by Gary Ray on Wed, Apr 23, 2014 @ 04:28 PM
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Why Automated Answering Service is Not Cool

Automated answering may just be considered the devil of the customer service industry. We have all called into a company's customer support line to receive help with a problem, sometimes something so small, and had to deal with the never ending loop of the automated answering system. Why do we have to deal with this terrible service?
Posted by Gary Ray on Mon, Oct 21, 2013 @ 10:58 AM
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Quality Customer Service is the Key to Business Success

Today the wealthiest consumers and the largest marketing demographic are baby boomers. This portion of society remembers the good old days of personalized sales experiences and they demand quality customer service or they will take their money elsewhere.

Posted by Gary Ray on Fri, Oct 18, 2013 @ 09:57 AM
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What is Exceptional Customer Support?

Despite a wealth of books and courses on the subject available it continually amazes me how the advantages of exceptional customer support have passed many businesses by, and yet this is so often the case: online, on our high-street and even within our own businesses.
Posted by Gary Ray on Wed, Oct 16, 2013 @ 10:51 AM
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Happy Employees = Happy Customers

What could be considered the number one reason for a business' customer loss? The answer is unhappy employees. Think about it. If the employee is not happy with his employer chances are he will not perform as he should be performing which may have direct effect on customer satisfaction. If the employee is unhappy, he may act rude, sarcastic, or in some other negative manner towards the customer. I don't know about you, but if I experience these types of employees on a regular basis at any business that I go to as a customer, I may just find somewhere else to spend my money. Sure there are bad days with some employees, everyone has bad days, but if it becomes a regular thing it will surely act as a deterrent to your customers. Regular customers will know the difference. If a customer frequently visits a business they get to know the employees, and how they act. These are the customers that any business does not want to lose. These are also the customers who will be able to tell the difference between an employee having a bad day, and an employee who is just unhappy with his job or employer. If the unhappiness becomes a habit, the regular customer might just find somewhere else to be a regular customer, thus taking their frequent spending elsewhere. This is not something your business can afford. How does the business prevent this? High employee morale

Business owners and managers do not often consider their employees and their need, which can ultimately be the end of their business if they are not careful. Customers like to spend their money in a positive environment. They like to be treated kindly when they are spending money. The key to this is happy employees. Happy employees lead to higher customer satisfaction. Customers are much more likely to keep coming back to a business where they feel they are given VIP treatment by friendly, happy, positive workers. This is the key factor to any business that wants to thrive. 

How does a business keep employee morale high? With a positive, motivating, family-style work environment. Employees need to feel happy and content in their workplace. Employees that dread coming to work are not what any manager or business wants. Employee happiness is very dependent on their work environment. Employees do not want to work for managers that condescend them, micromanage, or yell at them at every opportunity. Studies show that just talking to someone proves to be much more productive in the end than yelling at them. Another thing that can make employees enjoy their time at work is incentives. Competition is something that naturally drives human beings, so why not incorporate it into the workplace? Set prizes of some sort... the employees will be more driven to work happily and productively with competition, and it may even make them look more forward to work. Incorporating incentives in the workplace is but one of many ways to keep a high customer morale. Happy employees are a necessity to any successful business.
Posted by Gary Ray on Mon, Oct 14, 2013 @ 11:21 AM
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