Category: Customer Service

31West»Blog»Customer Service
Customer Service Emails

The Art of Writing Customer Service Emails for Companies

Customer service today heavily relies on digital channels like emails to communicate with customers and solve issues in a cost-effective, and more personal way on a regular basis. Recent research shows that businesses conduct 25% of all contact between them and their customers via email. Such results indicate that emails have become an invaluable business communication tool. However, email customer service is not as straightforward as it may seem. Your email behavior can build or damage your reputation both professionally and individually. It is, therefore, important that you treat every customer support email as an opportunity to build a better [...]
Read more
Customer Service Calls

6 Infuriatingly Amusing Customer Service Calls

Funny seems considerably funnier when it strikes ordinary everyday situations. Anybody who has stifled a laugh in a conference room (which is essentially anyone who has ever been in a conference room) would agree. Some memorable calls from customers that have made the rounds in our North American Customer Service calls circles are a testament to this. These anecdotes, in addition to being amusing, are also instructive in preparing an agent for the more atypical callers. 6 Infuriatingly Customer Service Calls   1. The One-Stop Shopper Once every so often, we hear of callers who expect the ‘800’ number to […]

Read more
Customer Service

Retention: Comcast & Sky Redefine Customer Service

Two companies with recent incidences of poor customer service: Comcast and Sky have had their call center habits thoroughly lambasted. They have had cases where customer retention specialists forced unsatisfied customers to endure lengthy calls trying to convince them not to cancel their services. In these two cases, instead of canceling the customers’ services as requested, the customer service agents forced customers to endure frustrating hours trying to persuade them not to leave. Customer retention is in the minds of all businesses across the world. With rising costs of customer acquisition, companies are coming up with innovations, assuming proactive roles […]

Read more
Integrated Customer

The Changing Trends: Integrated Customer Self-Service

We live a world where technology changes almost every aspect of our lives. If you look around, you will observe how wired we are, and thanks to the internet virtually all aspects of the business can be accomplished in the easiest way possible. Customer service companies can now deliver their services from anywhere anytime. Customers can login and manage their issues with the integrated customer self-service portal. Integrated customer self-service portals are targeted to meet the requirements of B2C relationships. It is the new trend that most customer support service companies have adopted. What makes these trends effective? Technology Technology […]

Read more