Entries by Editor

Dare to Care: Why You Can’t Script Sincerity in Customer Service

It’s not that hard to notice when you’re dealing with a customer support rep who is less than sincere. Some people can fake sincerity, at least for a short time. Eventually the effort and pressure to be someone that they’re not will catch up with them, and can manifest itself in potentially angry behavior. That’s why some employees lose their […]

Get as close as you can to your customers

This sounds like an obvious point but service excellence demands that you first know your customers’ needs and expectations better than anyone else. Yes, some common needs are obvious, but needs by segment are less so. Even harder to discern are individual needs, but if you are serious about excellence then at the very least […]

Ways to Commit to Delivering First Class Customer Service

If you deliver poor customer service instead of first class, you will lose money. According to Customer Engagement Index by [24]7 almost half of consumers will stop shopping with a company and move to a competitor within one day of having poor customer service. In order to provide good customer service, you need to know what you’re selling, […]

Customer Service Perception Is Fact!

When we talk about a customer service perception being a fact, we mean, a marketing concept that encompasses a customer’s impression, awareness and/or consciousness about a company or its offerings. Simply put, customer perception is what your customers and potential customers think of your organization. This is affected by advertising, reviews, public relations, social media, personal experiences and other channels. Consumers don’t […]

Give the Gift of Presence: Build Trust

It is very hard to build trust with your customer and very easy to loose the trust they have for you. So the first step is communication. Really, communication is a key to any good relationship, communication is an essential way to build customer relationships. As a key to any good relationship, communication is an essential way to build customer relationships. […]

ListenFirst Wins Silver Stevie® Award For Customer Service

Provider of a customer experience optimization solution that empowers customer support and success professionals with the knowledge and resources to delight customers, yesterday announced that its flagship software was awarded Bronze in the 13th annual Stevie Awards for Sales and Customer Service competition. Squelch was recognized in the New Contact Center Solution of the Year […]

Kuye who launched the first Naira denominated MasterCard enjoys the CEO seat of SANEF

The appointment of Ronke Kuye, a veteran of payments and a co-founder of CEBIH, to run SANEF is a significant step in the right direction. The Bankers’ Committee has appointed Ronke Kuye, the former General Manager at Guaranty Trust Bank (GTBank), as the first CEO of Shared Agent Network Expansion Facility (SANEF), initiative of the CBN to accelerate financial inclusion in Nigeria. The appointment […]

Call Tracking is Crucial to Your Customer Service Targets

Understanding the lifetime value of a customer is crucial to encouraging repeat business. After all, encouraging current customers to re-purchase is easier as they have lower associated costs and are likelier to give higher satisfaction ratings. This metric is usually calculated through average order value, purchase frequency and customer time length. However, the path to […]