Wow. It's been a decade since companies began offering customer service via social media, and we certainly have improved over the years! We've shed outsized fears about being...
With the rise of SMS, chat, and social media, is using email for customer service as quaint as sending postal mail? "Tell us about the old days, Grandpa. Did you really have to...
Last month, customer service expert Jeff Toister and I co-presented the webinar, "How to Write Like a Human in an Age of Speed." Jeff reported the results of his survey, "How...
Stay with me here as I connect this sad spelling test story to the task of scoring email quality in a contact center. When managers score agents’ email quality in a “gotcha”...
I can picture you. It’s the end of a busy week and you’ve finally carved out an hour or so to do a quality check on the emails your agents send to customers. From the “Sent”...
I. Am. Pumped! Last October, I met consumer advocate and syndicated travel writer Christopher Elliott when he gave a wonderful presentation at a customer relations conference....
If your company is gearing up to offer customer service via text, that’s great! Your customers are going to love the convenience. Texting is their go-to channel for personal...
“Don’t judge a book by its cover.” Did your mother say this to you? Mine did, especially during my hypercritical middle school years when I’d decide I didn’t like a kid because...
There are about 1,000 varieties of insincere apology. There’s the smirking “Sorry if you were offended” apology which blames the person you insulted. There’s the oblique, passive...