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Customer relations
Posted by: Rob Ashton
31 / 01 / 22
The last time I used live chat, it was to contact a large online train ticket provider, to claim a refund after my train got cancelled. The session started well, with a cheery promise from the customer support agent to sort my refund quickly. But it soon descended into a vortex of misunderstanding and referrals […]
Posted by: Doug Nel
30 / 11 / 21
Live chat can be a great addition to your website for the benefit of both your customers and your business. Customers increasingly expect rapid or even immediate responses online when they need help. And research shows that 41% of customers favour live chat over phone, email or social media support. And for businesses, live chat […]
Posted by: Catie Holdridge
20 / 09 / 21
When you work in customer service, it’s inevitable that you’ll spend a lot of your time in touch with people who are not too happy with your company right now. Ninety-nine times out of a hundred, you’ll be writing a response to a complaint, as a customer will be getting in touch exactly because they […]
26 / 09 / 17
Customer service departments are too often treated as nothing more than an unfortunate, but inescapable, business cost. That’s a huge mistake, and it’s hurting businesses. The fact is, great customer service can build customer loyalty, turn customers into advocates, grow your business and even feed into product development. So there’s an awful lot at stake […]
12 / 02 / 16
My email to the tech startup about the app I was using to manage my time hadn’t been a complaint – far from it. I’d actually written to tell them how pleased I was with their software. ‘I’m really impressed,’ I’d said. ‘If you ever need a testimonial for your marketing, just say the word.’ […]
26 / 07 / 12
Nelson Mandela once said, ‘If you talk to a man in a language he understands, that goes to his head. If you talk to him in his language, that goes to his heart.’ Business letter writers may not have been his target demographic when he said it, but – if that’s your job – you […]
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