Tag: customer service
Top 5 Posts in February
This February seemed to blow past, yet we had a lot of activity on the Pipeline blog. We’re still early into the new year,...
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. For example,...
Reducing Customer Service Friction
It has been months since the COVID-19 crisis suddenly shifted entire frontline teams home to work. Customer service operations in the hardest-hit industries are...
Four Ways to Show Appreciation to Frontline Staff Beyond Customer Service Week
Why should you go out of your way to show your appreciation to employees beyond Customer Service Week? I can give you three good...
How to Write a Five-Star Response to a One-Star Rating or Poor Review
Sometimes social media feels like the mean kids’ table in the lunchroom at middle school. Everybody’s talking dirt about someone else. And once the...
Meet Mike Aoki: Our August 2020 Wall of Fame Honoree
Contact Center Pipeline’s
AUTHOR WALL OF FAME Mike Aoki is President of Reflective Keynotes Inc., a Canadian training company that helps contact centers improve their sales...
Top 5 Posts in July
There has been quite a bit of activity on the Pipeline blog in July. Understandably, articles related to pandemic-related customer service issues continued to...
Inside View: Purchasing Power
It takes a skilled service professional to deliver a quick, competent response to a customer complaint. When an escalated issue has been resolved with...
Things I Wish Someone Would Invent
As a kid, I enjoyed leafing through my dad’s copies of Popular Mechanics. One of my favorite columns was entitled, “Things I Wish Someone...
Contact Center Pipeline Magazine: Inside Our January 2020 Issue
I always look forward to the new year and the enormous promise it holds. As 2020 begins, it’s an opportunity to reflect on what...
Enhancing Customer Service Interactions With DiSC
There are a plethora of training options available to service leaders who are looking to enhance the communication skills of their agents. Having had...
Handling Irate Customers in the Financial Services Industry
“How dare you call my employer to confirm my job status!” “The mortgage broker said my house was worth more than you think!” “My credit rating...
Would You Do That to Your Mother?
A Q&A with author and customer experience pioneer Jeanne Bliss. In her latest book, Would You Do That to Your Mother? The “Make Mom Proud”...
How to Prepare for 5 Customer Service Trends in 2019
As organizations plan for success in 2019, emerging trends will influence how customer service is delivered. The evolving landscape will drive changes in how...
Building Customer Trust: 3 Tips That Will Make a Big Difference
As background, there are really two moments of truth in a customer’s relationship with their company—when they purchase and when something goes wrong! It’s...
Quick Tips to Help Call Center Agents Survive in 2018
I read countless articles on how to reduce stress in the call center and often wonder, “Why is the contact center environment so traumatic?”...
The Customer Service Vision Statement
I know what you may be thinking. Yet another meaningless corporate rah-rah statement that will be forgotten in a week!? I’m with you. Two...
Data-Driven Advice for Providing Excellent Customer Service
What qualifies an excellent customer service experience? We are all consumers who need a little help once in a while, so you would think...
Inside View: C3 | CustomerContactChannels
The senior population has been a fast-growing customer segment since the first wave of baby boomers turned 65 in 2011. This year, the number...
4 Characteristics of Best-in-Class Contact Centers
What does it take to deliver standout customer service? It’s a question on the minds of many business leaders since customer experience trumps price...
