Customer Happiness Archive

Why Customer Satisfaction is So Important

We’re all familiar with the old adage, “The customer is always right.” Customers may not always be right, of course, but their satisfaction is always of the greatest importance. In that sense, the adage remains true. In fact, it is possibly more relevant now than ever before, as customers’ tastes and exigencies have expanded along with their range of choices. In today’s extremely fast-paced environment, …

How To Build Engaged Service Communities For More Customer Happiness

There’s no question we live in an age of rapid technological advancement. Just about everyone carries a computer in their pocket these days, and futuristic technologies like self-driving cars and artificial intelligence seem right around the corner. With new devices being invented all the time, it can be hard for consumers to keep up. Paradoxically, people expect more from their tech than ever before. So …

10 Things Your Customer Support Team Should Never Say

“Customer service, this is Kelly. Oh my God, I’m so sorry. That is so messed up. Everyone here is so upset; you have no idea. Rest assured, your voice has been heard. OK, I’ll be thinking about you all day.” On the sitcom “The Office,” this is the line that customer service representative Kelly Kapoor says to each and every customer that calls her line …

Facilitating Human Interactions to Increase Customer Happiness

In today’s increasingly digital world, many of our connections are made and generated online. From crowdsourced service to social media mentions, customer service is also done using a keyboard, rather than face-to-face in-person or talking with an actual human person on the phone. But even as every facet of our daily lives and customer interactions go digital, people are yearning for human contact, especially when …

How To Provide Great Customer Service During the Holidays

I remember distinctly one year where my mother received a new Macbook for Christmas. While she was excited to have a new computer, she couldn’t figure out the best way to transfer files from her old PC to her new Mac. So on Christmas Day—Christmas morning, to be exact—she called into Apple’s support line to help her get up and running on her brand new …

What You Need to Know About Telecom Customer Experience

If your business is looking for a competitive advantage, customer experience and customer loyalty will give you it. Customer loyalty drives growth and profitability. According to the Customer 2020 report, in the coming years, customer experience will only continue to grow in importance for businesses. The European telecom industry is growing increasingly competitive, and one of the things that will differentiate companies from each other …

These Customer Service Stories Will Make You Cry

Beyond answering questions about product or services, providing customer service and creating a great customer experience often means connecting to customers on a human level. Customer service representatives who solved customer problems from a place of compassion are what make the following stories that much more touching. Target and the Tie What this Target team member did for a boy who walked into the Target …

The Importance of Call Center Efficiency [Infographic]

Call center agents have a tough job. They spend their work days answering call after call from sometimes confused, and often angry, customers. When agents are stumped by a customer’s inquiry, they use a large amount of time looking for information that can solve the customer’s problem. Their time is your business’s money, as call center costs add up per minute, per customer. Call center …

These Funny Customer Service Stories Will Make You Laugh

Customer service representatives are on the frontlines of a brand’s interactions with customers. Often times they have the power to make or break a customer’s relationship with a business, inspiring either customer loyalty or customer frustration. The best customer service reps provide service with a smile, not only on their faces, but they know how to put a smile on customers’ faces too. Here are some …

How to Use Big Data to Improve Customer Service

We’ve all been there before. You call customer service or log on to live chat support, and you’re told that there’s a 10-minute to two-hour wait before you’ll get a live person. Once you’re connected to a live person, they may not immediately know how to help, and must research your case history and problem. After all of the research, if they’re still not the …