Starbucks’s Tall Order: Tackle Systemic Racism in 4 Hours The coffee chain closed its U.S. stores for several hours to improve its image after the arrests of two black men at a store in Philadelphia brought heavy criticism.
It’s hard to imagine any modern business operating without live support software on their website. Chat software has the advantage of providing instant gratification to the customers as it facilitates a real-time dialogue between the company and themselves so as to arrive at a solution quickly. But, it is a synchronous type of communication channel; meaning that it works only when both the customer and the chat agent are available together. This poses a limitation because if the visitor has a question but there is no agent available to answer, there is friction between the expectations and the reality. Your […]
Walmart Flexes Its Muscle Against Amazon Walmart may be bruised by Amazon, but it’s learning how to fight back.
One of my students today actually called my phone going absolutely nuts because he had a dispute from one of his long-term students. Instead of canceling their membership the proper way, a day after their last charge was made they disputed the charge telling their bank that they had canceled it. So, of course, the bank just gave them their money back and debited his account for the money. He went nuts because of this because he barely had any additional money in there at the time. He couldn’t understand why his merchant would take his money before the dispute […]
Great Example of what not to do while serving customers!
It happens. You’re not going to make 100 percent of the people happy 100 percent of the time. In my business, when we’re faced with a challenging customer, we call it an “opportunity.” That’s literal by the way. I’ve been in business for decades and in sales since I was a kid, and one of the key things that all good salespeople learn is that you want to know principal objections because as you address the complaints, it gets you closer to a yes. But, sometimes you also have to address the issues from a customer that is not satisfied […]
Don’t just answer the phone, master it with Phone Skills by Canity (www.canity.com) Powerful Phone Training for your staff from world renowned Customer Service Guru, Kym Illman Training material for new staff members to watch as part of their induction or reinforce existing strategies with all staff members. For other tips on phone training and other customer service techniques don’t forget to visit the Messages On Hold Social Media Portal at blog.messagesonhold.com.au
How Leaves, Icicles and an Old Bridge Can Complicate Commutes Every day, it seems, New Jersey Transit delivers bad news — trains are late, or worse, canceled. But the reasons can vary. An examination of the language — like “slippery rails” and “annulment” — and what those excuses actually mean.