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How important is your first interaction with a customer? Once upon a time, the saying used to go that a customer’s first interaction with a business was everything. It was how they remembered that business forever. No matter how good the service that followed was. It’s not quite that simple anymore. The reality for today’s customer-centric world is that every single customer interaction represents your business. Delivering anything less than outstanding service every time wil

What do you think customers value the most in customer service experiences? Good phone manners? Empathy? Active listening skills? All these matter, but the research suggests the primary driver of outstanding customer service experiences is ownership. On the other end of the scale, the same study states that the primary driver of negative customer service experiences is a lack of willingness or ability to take ownership. That’s why we’re talking call ownership today. We’ll be

Did you know around 75% of the time when we’re listening, we are distracted or preoccupied? This means immediately after listening to someone talk we can only recall around half of what was said. An hour after a conversation, we remember less than 20% of it. All this goes to show how often we’re not heard. Less than 2% of people have a formal education on listening, despite how much it dominates our day-to-day lives. Especially in the workplace, active listening is a vital sk

Having your staff trained in telephone sales techniques will improve their call handling performance. Training in telephone sales techniques & professional call management needs to encompass strategies which help those of your employees who use the phone in the course of their working day to improve their telephone skills. How to improve staff call handling performance: 7 ideas 1) Speaking to the right person Ensure that your staff know how to identify the correct decision ma

Every call is an opportunity to strengthen customer relationships, increase satisfaction, and drive more sales. Whether you're handling customer service inquiries or closing deals, your call handling skills can make or break the experience. Mastering these skills not only improves efficiency but also enhances brand loyalty and boosts conversion rates. Here are 10 expert-backed strategies to improve call handling skills and deliver exceptional results. Focus on Active Listenin

Customer service questioning techniques can help you uncover valuable information about your customers to deliver better customer experiences. Learn more. As famous English writer, Rudyard Kipling once wrote: “I keep six honest serving men, They taught me all I knew; Their names are What and Why and When, And How and Where and Who…” His, and our point, is that there’s a lot in a question. They allow us to explore the world around us, as well as people’s motivations, feelings

The pulse of every strong business — the customer experience should be the driving force behind every decision you make. Yet so many businesses still don’t fully understand it, let alone the importance of it. That’s why in this guide, we’re covering everything you need to know about the customer experience. We’ll be talking about: How CRM Transforms Customer Experience What is the customer experience? Why is customer experience important for your business Customer experience