Is Your Customer Service Like Night of the Living Dead?
It’s the zombie apocalypse in the world of customer service. Your customer is in a dark room, her heart racing and body trembling. A cold sweat drips from her brow. Her fists clench tightly to the phone. Frightened of what she might find on the other end of the line, she bravely […]
15 Spooky Bad Customer Service Stats To Make Your Knees Quake
Horror movies can be abhorrent, spine-chilling and downright gross. Statistics on bad customer service can conjure up similar feelings; unlike a movie, these statistics have very real implications for businesses of all sizes, and they don’t end after 2 hours of white-knuckling an armrest and spilling popcorn. Feel like you need to […]
Parenting and Customer Journey Mapping Are More Alike than You Think
Customer Journey Mapping and the Customer Experience It’s 3:30 a.m. I’m sitting in a rocking chair, my eyelids are begging for closure, and I’m feeding my youngest her first bottle of the day. This is where my day begins. Once she’s asleep again, I force my body to wakefulness by sipping a […]
3 Soul Songs That Will Improve Your Customer Service
What do Otis Redding, the Jackson 5 and Sister Sledge have to do with improving your customer service? Honestly, not a lot. We can, however, glean a few lessons on how to treat people better from some of their biggest hits. Yet, many businesses choose to ignore the smooth advice of 70’s […]
Customer Retention: Are Candy Freebies A Good Idea For Your Business?
It’s October and Halloween is just around the corner, and we all know Halloween means piles and piles of free candy. Free candy is usually a good thing. When I was growing up, my grandpa Tommy had a whole bread box brimming with full-sized candy bars. My sister and I put away […]
Why Our Customer Service Agents Love Their Jobs (And How Yours Can, Too)
Our customer service agents love their jobs. We can say that and know it’s the truth without feeling braggadocious. The PATLive culture is one that creates a fun, family feeling while also praising hard work, creative thinking and sticktoitiveness. We believe it’s our culture that allows us to create the high-touch, quality […]
Are You Customer-Centric? Ask Yourself These 5 Key Questions
It’s easy to assume that your customers are well taken care of and content with their experience using your product. It can be hard to take a good, long look at your customer service strategy to find out the truth: is your company really as customer-centric as you believe?
The Science of Happy Customers
Science and customer service don’t seem like they could possibly belong together. When some hear the word science they might envision a person in a lab coat, swishing some sort of colorful chemical around in a beaker. That guy is doing science! What gets overlooked is the science behind what makes our […]
10 Unique Ways to Celebrate Customer Service Week
Take a look around your business. See those folks answering your customers’ calls and solving their problems? Those people are the heroes of your business – the ones who keep your customers happy and help them when issues arise. We have to ask: What have you done for your customer service representatives […]
Customer Service Basics To Boost Your Law Firm
Let’s face the facts: running a law firm keeps you incredibly busy. In reality, the greatest issue for most law firms is lack of time – there simply isn’t enough time to focus on service that dazzles.
You do it all – client intake, client support, marketing, even administrative duties. Keeping the firm running smoothly, it seems like there’s little time to focus on anything else. Yet, it’s important to treat clients like they’re valuable to your firm or you run the risk of losing them to your competition.