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As customers of a high-end brand are paying a lot of money for a product or service, they rightly demand to be treated like royalty. According to data from Help Scout, it is 60-70% easier to sell to an existing customer than a new one. As a result, nothing builds a brand – especially a luxury one – as effectively as great customer service. Done well, customer service will never… Read More »

When customers contact your business you must ensure that the highest levels of customer service are maintained at all times. It may seem easier to make a personal connection with your customer during a face to face interaction, but this can and must be done over the phone as well. Here are some tips on how to personalise customer service communication, for happier customers and business success. 1. Address customers… Read More »

Calling a funeral service is not an experience anyone looks forward to – it’s a time when emotions are running high and the caller is under significant stress. This means that even minor issues and imperfections, which most people would normally overlook, can cause major problems when someone is calling a funeral service. Thankfully, there are some tried and tested strategies that can help you avoid these hiccups. Answer the… Read More »

Great customer service no longer relies solely on products and purchases. The customer experience is what truly matters and it begins from the very first point of contact. When a customer calls, either for advice, to complain, to offer feedback or to ask a question, it’s vital that your call handlers respond efficiently and appropriately. There are many ways to ensure this is done well, but there are also some… Read More »

When an angry customer phones your contact centre, there are only two possible outcomes. The customer will either be appeased and calm down, or be frustrated further and potentially drop your business. Angry or upset customers will often shout down the line, bewildering inexperienced customer support staff. By strategically placing your answers and using empathy, you can relax customers and restore their faith in your business. Understanding why people shout:… Read More »

The value of quality customer service must never be underestimated. As a customer’s main point of contact within a company, it’s customer service reps who are responsible for building relationships, converting new customers and keeping old ones. Personalised customer service, which can be loosely defined as treating customers like individuals and not simply as customers, is the best way to provide a high-quality service that customers notice and appreciate. Build… Read More »

Customer service is one of the core strategic components of a successful funeral home business, and should not be handled lightly. Community outreach and marketing create a brand reputation that will ultimately encourage families to consider your funeral home when the time comes. Here are the important factors of customer service, and how Frontline can help. Providing for your community Your potential clients have a continuously expanding list of options,… Read More »

Have you ever noticed that you can hear whether someone’s smiling or not when you’re talking to them over the phone? Good customer service is about more than just numbers: it’s about people. The productivity of call handlers can’t be measured simply by how many customer queries have been resolved, but in qualitative terms: how happy were your customers with their service, and how did it leave them feeling about… Read More »

During times of grief, people take extra appreciation in being spoken to in a compassionate manner. When a person has lost a loved one and they set about arranging the funeral, it is a desperately challenging time. Going through the costs associated with a funeral can seem far too trivial when one of the most important people in their life has passed away. If you are involved in any aspect… Read More »

If you run a large organisation, you cannot solely rely on just one form of communication. You might be wondering, why not? Quite simply, all of your customers are different, and if you want to ensure you reach as many as possible, you need to use as many forms of communication as you can. There are many ways to speak to customers and interact that it makes sense to use… Read More »