Customer Service

How to handle challenging customer service questions

How to handle challenging customer service questions

Customer service is the best way to help your company stand out in today’s competitive environment.  But, it isn’t always easy.  There will be times when your public facing employees will have to deal with customers who are angry or impatient, make inordinate demands, or who are otherwise difficult.  However, while such customers may be…

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Customer experience in banking

customer experience in banking

The local bank branch has been the traditional centre of customer experience in banking.  It was more than just a convenience, it was the place where customers interacted directly with the bank as an institution, and with its employees.  This changed in the 1980’s and 90’s as banks began to centralise their customer service.  The…

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Tips on asking the right customer service questions

Tips on asking the right customer service questions

Your customers can be a marvellous resource in more ways than one.  They can bring you referrals, help you understand the marketplace and, most importantly, they can tell you what you’re doing right and wrong.  In other words, they can help you expand your business in a number of ways.  The trick is to utilise…

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How employee engagement improves customer service

employee engagement customer satisfaction ezisay

Employee engagement is not the same as employee satisfaction, although the two are related.  An engaged employee is a person who shows enthusiasm and commitment to his or her work. Employee engagement improves customer service, and engagement means that employees have an emotional attachment to their jobs.  They want to do good work and associate…

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Improving customer satisfaction through customer service

The purpose of customer service is to create a nurturing relationship with your customers – thereby improving customer satisfaction through customer service.  While this has always been so, it is now more important than ever.  The sheer choice presented to the average customer and the quality of communication available, means that no customer need remain…

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5 tips to answer customer service questions

customer service excellence

Customer service often means answering customer’s questions and no matter how these questions are conveyed, whether electronically or in person, there are certain principles that must be followed to ensure both good customer service and customer satisfaction. These principles are: Reality trumps imagination Genuine interest is vital Pay attention Professionalism is respected The only answers…

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How to build a customer centric culture

customer centric business model

For many decades now, businesses have pretty much all sang from the same hymn booka when it came to putting customers first. We’ve all heard the songs: We only succeed when you do…The customer is always right…The customer comes first… And on and on and on it went. It’s often seemed as though there was…

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Developing Customer Loyalty in Banking

Ezisay customer loyalty in finance

For banking institutions, just like retail businesses, seeking a new level of sustainable profitability is a constant challenge. Over the last half-dozen years, bank retention rates and loyalty scores have remained stubbornly low, even as other banking options have emerged. With online banking now part of the norm, retail banks need to refocus their efforts…

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What constitutes quality customer service

customer service

Customer service in a digital age is increasingly coming under scrutiny as the years pass. One of the key drivers behind this is because in the past, quality customer service was simply assumed and every business pretty much followed the same protocols. This isn’t so true today. What Has Changed? The pressures on modern business…

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Five customer service skills every employee should have

customer satisfaction

Customer service in the digital age is becoming more important than ever. This is because competition traditionally becomes more cut throat as prices rise and people are less inclined to part with their money. It isn’t always possible to beat the competition on price or even on like for like products, but there is one…

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