Customer News

Empathy: Happier Customers, Less Stress

Monice Chalhoub — Fri, 08 Feb 2019 16:51:14 -0600

Direct customer service is known to be stressful. But there are customer service "tools" (ways of thinking and communicating) that can make this job easier and more rewarding. Upset customers, no matter the cause, have one thing in common: They Want the pain to stop. The problem or need, even if unresolvable, always has another part - customer's…

Improve Emotional Intelligence with Customers

Monice Chalhoub — Fri, 02 Feb 2018 08:34:09 -0600

Research shows stress for those in customer service often results from dealing with the adverse emotional reaction of customers. You can influence reactions for the better and reduce your stress. Try this emotional intelligence (EI)-boosting exercise to observe this dynamic up close. For the next couple of days, observe the emotions of your…

Be Internal-Customer-Service Savvy

Monice Chalhoub — Wed, 03 Jan 2018 17:23:49 -0600

You may be an external-customer-service pro, but are you internal-customer-service savvy? Internal customer service means taking care of those persons or departments in your organization and their needs with high-quality service and assistance. Knowing the key elements of internal customer service will help you so you can deliver the "wow!" factor…

Hitting the Streets or Shopping from the Sofa - Which Wins for Customer Experience?

Monice Chalhoub — Sun, 30 Apr 2017 23:00:01 -0500

The high street used to be the main - or only - shopping destination. Now, we can shop from the comfort of our own homes, and can choose delivery options to fit around our lives. But it's important to realize that physical shops can still be a valuable part of the customer experience.

The web is not just not where customers go to order products;…

Ship To Store For Online Customers

Monice Chalhoub — Fri, 31 Mar 2017 23:00:06 -0500

This year Motiff Shop online customers will be able to use the new feature in the online store. The Paypal payment center will allow customers to choose the options to have their products shipped to store if they are local. Customers will be able to bring in the paid invoice and request their package from the front register. Motiff Shop will have…

Retail Stores Cite Increased Customer Loyalty With SMS

Monice Chalhoub — Tue, 28 Feb 2017 23:00:01 -0600

According to research done in June of 2016, only 29% of U.S. retail firms are actively using SMS marketing. Another mobile marketing survey released last year proved that over half of US consumers prefer receiving loyalty based text offers. When you cross examine these two statistics, opportunity arises. If the majority of US based consumers want…

Real Power in a Smile

Monice Chalhoub — Fri, 03 Feb 2017 19:10:21 -0600

If you are on the front line of customer service, you've heard it a thousand times--"Smile!" What you may not know is the effect of smiling. Smiling is not just about looking inviting to customers. It is also a tool to help influence their attitude to produce a state of agreeability. Customer service is about pleasing the customers, of course, but…

Customer loyalty requires a retail transformation, reveals IBM study

Monice Chalhoub — Tue, 31 Jan 2017 23:00:01 -0600

New IBM research reveals retailers must transform fast if they hope to inspire customer loyalty as consumers are busy shopping on their phones, online and in stores.

While nearly all Generation Z shoppers, 98 percent, still hit brick-and-mortar retailers, more than half, 66 percent are now using more than one device and 60 percent won't use an…

Responsiveness: A Secret to Customer Service

Monice Chalhoub — Sat, 31 Dec 2016 23:00:27 -0600

You won't be able to solve all your customers' problems and deal with their inquiries immediately, but you can reduce their stress (and have a better day yourself) if you do the following: 1) let them know they are heard; 2) let them know that you are concerned as much as they are about an issue; and 3) let them know that you are working on the…

Easily Manage Difficult Customers

Monice Chalhoub — Sat, 31 Dec 2016 23:00:26 -0600

Difficult customers are easier to manage if you use simple typologies to understand them. Consider these five types of customers: Aggressive, Uncommunicative, Entitled, Know-it-all, and Complainer. Manage aggressive customers by remaining calm and politely offering solutions. This extinguishes their volatility. Uncommunicative customers expect you…