Customer Service Buzz

Sometimes we have to tell people the last thing they want to hear: “No.”

Just think about your reaction when someone tells you no.  You get defensive immediately, right?  No one likes to be told they can’t do something – and your likely response is to start an argument to prove you’re right (and the person who told you no is wrong).

In your world, there are lots of reasons your frontline reps have to say no to customers. Sometimes it’s unavoidable. Sometimes it seems outside your reps’ control.  But, what if you could actually eliminate the negative reaction your customers have when they are told no – just by making a few tweaks to your current approach? Read More »

They say that strong communication is the key to any healthy relationship.  The principle holds true, of course, for both home and work.

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And while the role of the service and support organization is primarily to be a communicator—and in fact many organizations we work with have upskilled staff on all sorts of tactics for improved interpersonal communication with customers—we’re apparently doing a poor job when it comes to communicating with cross-functional colleagues, particularly as it relates to cascading voice of the customer data.

Here are the facts from this CCC  research on sharing Voice of the Customer (VOC) with internal business partners: Read More »