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Customer Service Blog

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It's not me, it's you. Why cancelling is part of CX.

Jun 27, 2018

When you think about Customer Experience I'm willing to bet you'll typically think about the experiences customers have when evaluating a product or service, choosing and buying it, and then actually...

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Do you listen to reply? Or to understand?

Jun 18, 2018

I have often been told to listen more and speak less. As a passionate person by nature and an evangelist for great customer service, I find this hard to do.

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What you should do to be GDPR compliant

Feb 23, 2018

In our previous article we explained the differences between the previous data protection legislation and the new Regulation (GDPR) were; in this second installment we will provide you with a few...

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What the GDPR is and how it will affect your company

Feb 07, 2018

If your company is obtaining and/or storing data from clients who are residing in the EU – no matter whether this processing is done within the EU or outside – it will be affected by the provisions...

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4 Good Reasons Why You Should Care About Customer Support

Jan 25, 2018

Before setting up your customer service department and diving into the nitty-gritty of goal setting, tools, and selecting support channels, take some time to really think about what customer support...

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How to Choose the Right Customer Service Objective

Nov 22, 2017

Many people view customer service as a purely reactional exercise. Questions come in, answers go out. That's it. Right?

Nope.

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Does Your Company Need a Customer Service Mission Statement?

Oct 25, 2017

Chances are your company has a defined mission statement. A short description of your market, goals, and how you intend to reach those goals. But have you ever given any thought about your customer...

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Why You Should Be Responding to Negative Reviews

Aug 07, 2017

Why should your company be responding to negative reviews? Because if you're not, you're losing an average of 70 percent of your potential customers after four or more negative reviews. 

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16 Essential Customer Service Metrics You Can't do Without

Jun 05, 2017

What do you make of this phrase: If we want to improve our CSAT then we need to increase FCR!

If you're new to customer service then this is probably complete gibberish to you.

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