SCInc.

In our last video blog I asked you to think of a bad customer-service experience you had. And we looked at what made it a bad experience and tied that to the two needs every customer has. Recall they have a technical need and a personal need. And chances are the reason your customer service […]

Read the full article

Let’s try an experiment. Think of a situation where you were the customer and you received bad customer service. This could be a restaurant that you visited. It could be a trip you took, a hotel you stayed in, an airline you used. Maybe you recently purchased an appliance or a computer. Think of one […]

Read the full article

In a past issue of supportEDGE we looked at some ways to handle an abusive customer call. But sometimes the customer is simply upset or angry, not abusive, and it would be a mistake to handle those two types of customer calls in the same way. A customer might be upset for a number of […]

Read the full article

Every once in a while a customer will ask for something that you just can’t deliver. In many cases, the reason you can’t deliver the specific request is because it may be against company policy, or it’s a product you don’t support or sell; or maybe it violates a regulation or a law to comply […]

Read the full article