In Unusual Times, Replace the Usual Customer Service Phrases

On a typical day, most customers will understand what you mean even if you use less-than-graceful words when you speak or write. But these aren’t typical days. The usual customer service phrases can make your anxious customers even less patient and more emotional. These phrases can also make your company seem clueless. Here’s a list of six customer service phrases your team should probably avoid.


Getting Our Stories Straight: How to Deliver Consistent Communication in an Omnichannel World

Inconsistencies aren’t just bad for customers; they’re bad for customer service teams too. Inconsistent answers motivate customers to fish for the answers they want instead of the answer they received and harm managers’ efforts to get the best performance from agents. Learn the causes of inconsistent communications with customers and how to make our omnichannel communications clear and consistent.


Nine Tips for Helping Your Customer Service Agents Write Better-Faster Emails

How can contact centers improve their email response time? It’s not by increasing the email quota for individual agents. Contact centers can only improve response time when contact center managers choose the right people, knowledge management practices, workflow, and tools to enable faster-better email.


Customer Service Chat by Vizio: Some Answers, But No Help

Customer service chat is the bright new thing — popular with companies and customers alike. It’s easy, it’s quick, and it works well on mobile devices. But easy and popular doesn’t always equal good. Read this chat with customer service agent “Jack” at Vizio. It is a set of customer service blunders, large and small.


Yes, Boomers Do Want to Text Your Company for Customer Service

Is your company is gearing up to offer customer service via text? That’s great! Your customers are going to love the convenience. As you plan your roll out, beware of a common trap: ageist thinking. While texting behaviors do differ slightly by the age of the person holding the smartphone, customers of all ages will use text for customer service if you make the channel easy to use. If you assume your older customers aren’t into texting, you’re mistaken.