Tag: building rapport in customer service

ServiceFriday: Should You Hand Write Messages to Customers? Yes!

Cultivating strong relationships with customers is crucial for a business in the service industry. As forms of communication move more towards online means, businesses face a difficult question: how do you reach out to multiple clients efficiently, while simultaneously showing each individual one they are valued? In an article written by Xingyao Ren, Lan Xia, …

When Technology Gets in the Way of Customer Service

By Nancy J. Sirianni It is increasingly rare for customers to complete retail or service transactions without swiping their own credit cards or engaging with point-of-sale terminals. From hotel check in kiosks to tableside tablet computers in restaurants, firms are implementing customer-facing devices in service situations in landmark numbers. It’s no wonder, as frontline technology …