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Customer service software and solutions for small to mid-sized businesses. Research customer service information from providers of customer service outsourcing services. Browse resources for improving customer care and managing customer relations.

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Training for Customer Service

Making sure your customer care staff is well-trained requires more than just putting the right customer service information in front of them. You must also present the information in such a way that your employees absorb it in the same way you want them to demonstrate it; and you need management to exemplify the same level of dedication to and enthusiasm for customer service that you expect from frontline staff.

Customer Service Key Terms

If you're considering a career as a customer service representative, you might find it helpful to become familiar with customer service key terms. From knowing what a call center is or how and why outsourcing is used to understanding customer relationship management and average handle time, you'll find there are many customer service practices and systems that you should become comfortable with if you're going to work as a customer service agent.

Customer support - Wikipedia, the free encyclopedia

Customer support is a range of customer services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, ...

Customer service - Wikipedia, the free encyclopedia

Customer service is the provision of service to customers before, during and after a purchase. According to Turban et al. (2002), "Customer service is a series of ...

Official Apple Support

Apple's Official tech support page with support information for both hardware and software.

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Customer Support - PayPal

PayPal Complaint Code of Practice. At PayPal, we aim to provide you with the highest possible standard of Customer Service. If you feel that the level of service  ...

FedEx Customer Support Center: Help with Shipping & Tracking

Find the answers, information and resources to help you with all your shipping and business needs at the FedEx Customer Support Center.

FedEx - Customer Service

Customer Service. Pick-up request; Service and price information inquiring; Package status and Proof of Delivery inquiring; General inquiries and advice.

AT&T Wireless & GoPhone Customer Service Numbers & Live Chat

AT&T Wireless & GoPhone customers, contact AT&T by phone or chat to order new service, track orders and get customer service, billing and tech support.

Customer Service and Technical Support Phone Number and Live ...

Contact Verizon Customer Service via chat or by phone for technical support and billing issues.

Contact Us | Cox Communications

Automated Support, 866-206-9832, 24/7 access to check your balance, make a payment, or receive automated technical support for TV, Internet and Phone ...

Managing Customer Relationships

Your best source of additional revenue is the customers who are already doing business with you. Learn how to better serve them and you'll spare yourself the trouble and expense of constantly trolling for new prospects. Manage these relationships wisely and you'll be able to:
  1. Track the buying habits of your customers
  2. Detect trends so that you can tweak your products or services accordingly
  3. Decrease sales and marketing costs
  4. Increase customer retention

Invest in technology to help manage your customer database

CRM software can help you keep track of customer buying habits, cross sell more effectively, and target your marketing dollars. And costs have come down in recent years as more vendors focus on the small- and midsize-business market.

Create a loyalty program to reward your best customers

All customers are not created equal. Once you've identified your best customers, pamper them with special offers, exclusive discounts and personal communication.

Communicate frequently and meaningfully with customers

Keep your company's name on your customers' radar screens by sending out newsy emails or newsletters about your company. Selling is secondary here; the main goal is to keep in touch.

Develop a consistent policy for solving customers' problems

You can have the best customer service policies in the world, but once in a while, you're going to make mistakes. How you deal with them is the true test of your mettle.

Teach your employees about the lifetime value of a customer

All of your CRM efforts will be for naught if you aren't also teaching your employees about the value of great service and empowering them to deliver it.

Measure the effect of customer relationship management

You need to know which efforts are generating increased revenue, motivating employees, and delighting customers.
  • When you invest in CRM software, don't overspend on technology you don't need, but make sure that whatever system you choose is scalable as your business grows.
  • When communicating with customers, don't always default to email; there's also huge value in a hand-written note.
  • Keep all customer information you gather absolutely confidential and make sure customers know you're protecting their privacy.
  • Remember that you can't expect your employees to treat your customers any better than you treat them!

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