Sound Communication: The Holdcom Blog

Holiday Season Customer Service Tips

Customer support is important year-round, but during the holidays, taking the time to ensure excellence can be essential. With higher call volumes, more shoppers, and longer business hours, it can get difficult to continue to provide excellent outstanding customer service. Here are some tips to...

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4 Customer Service Phrases I Hope Never to Hear Again

Here's your disclaimer: I'm a marketer, not a customer support representative. So my opinions here are based on my experiences as an actual consumer, not as someone working in customer care. But I feel it's important to make the customer perspective visible, because it shows some common...

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Customer Service: 6 Ways to Share Business Hours

With Thanksgiving just over a few weeks away and the December holidays right around the corner, the Holiday Season is truly upon us. Yes, it's the season for cheer, thoughtfulness, and warm-fuzzy-feelings, but it's also the season of frequently changing business hours. Provide good customer...

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How to Ensure Your Online Reviews are Authentic

A new study released by research firm Gartner says 10 - 15 % of online reviews will be fake and paid for by companies by 2014. The rise in fake reviews shows a definite lack of integrity in the business community and will leave consumers unsure of how to trust 100% of these testimonials. But...

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Can a Better Website Help Improve Customer Service?

Nordstrom is well known for providing excellent customer service. What you might not know is what happens behind the scenes on their website to ensure an excellent customer experience: They are constantly analyzing user behavior to ensure customers are getting exactly what they want. 

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How to Provide an Excellent Customer Experience

In the world of customer service, not everything can go right all the time. Sometimes, there are lapses in communication, the wrong information is presented, or someone just makes a mistake. What happens after is what leaves your client with a lasting impression and what can be interpreted as...

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13 Tips for Providing AWFUL Customer Service On Hold

When people don't like your Message On Hold program, they will certainly complain about it. Why? Being stuck on hold with imperfect content is a nightmare. Unless you want your customers to feel frustrated and unappreciated, avoid these 13 common Message On Hold mistakes:

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8 Ways To Irritate Customers On Hold

When callers are waiting to hear from a customer service representative at your business, they’re waiting on telephone hold. What you do during this hold time has a major impact on how the rest of the call will go, and how well appreciated your customer will feel. If you haven’t given your...

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Message On Hold Etiquette Lessons From Your Twitter Followers

Following hashtags on twitter has taught me a few things. One of the most interesting is that there are just some things you shouldn’t say in your Message On Hold program. If customers are tweeting about flaws in your on hold programming, you should listen to them. What kinds of things does...

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Turn Your IVR System Into a Customer Service Strategy

Do you see your IVR (Interactive Voice Response)  as an utilitarian component of your phone system? If you do, you’re right—it is. By helping to answer calls and appropriately route callers, it’s important that it works correctly and efficiently. With an automated system in place, voice prompts

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