As consumers turn to a wider array of channels for help and expect faster responses, it has become more challenging to provide customer service. Research shows that customer service that shows empathy can drive a lot of value, and there are some simple best practices to turn aggrieved customers into loyal advocates. First, surprise customers by responding quickly, so that they feel someone is watching out for them. Even a simple acknowledgement to buy time to diagnose the customer’s issue c...| Harvard Business Review
The next time you face irate customer, you’ll know what to do. Here’s how to deal with angry customers—including examples, research, and best practices.| Groove Blog
Reprint: R1007L The notion that companies must go above and beyond in their customer service activities is so entrenched that managers rarely examine it. But a study of more than 75,000 people interacting with contact-center representatives or using self-service channels found that over-the-top efforts make little difference: All customers really want is a simple, quick solution to their problem. The Corporate Executive Board’s Dixon and colleagues describe five loyalty-building tactics tha...| Harvard Business Review
Success isn’t built on customer service statistics alone but transforming data into actionable lessons. Discover the support numbers that matter and exactly how to apply them.| www.groovehq.com
