Core tenets of customer service are timeless: For example, “know your customer” is still as important today as it ever was. If you know your customer, you’ll know that consumer expectations have changed radically over the past decade, largely due to the development of new technologies. On-demand experiences provided by organizations like Uber and Amazon mean that efficiency and personalization are expected throughout all touchpoints of the customer experience. The bottom line is that consumer behavior is changing rapidly and businesses need to stay-up-to-date with the new normal. After all, consumer patience is a finite resource. These five customer service faux pas will not only make your organization seemed outdated, but ultimately harm your customer relationships.
Text or talk? Voice conversations are still critical, but data shows that the former is becoming a bigger part of customer service interactions. This trend is driven partly by consumer preferences and partly by companies striving to lower costs. Companies are also leaning towards text because of the promise of increased automation, which is easier to do once a conversation has shifted to text.
Good training teaches employees in the customer service realm how to handle complex customer issues in the most efficient and customer-friendly way possible. This is important, as customer service is the touchstone for all kinds of customer-facing interactions. In training CS representatives, it’s crucial to help them understand a) what they are doing; and b) why they doing the job. It’s also important to encourage them to form strong relationships with customers through consultative communication, and ensure the customer is taken care of through the life of their relationship with a company.
Back in 2009, 
Picture it: A young American family booking a flight to a city in another country via Air Canada. Imagine them having to wait for more than 20 minutes before a customer service agent gets on the phone, only to then be transferred to another department.
As Harry Truman famously stated, “Not all readers are leaders, but all leaders are readers.” Wise words. Although this is true, how do customer service leaders strategically read to a) learn how to turn themselves into optimal leaders; and b) transform their teams into the high-performing customer service engines they aspire to be?![Are You Prepared for Unpredicted Spikes in Call Volume [Webinar]](https://fonolo.com/wp-content/uploads/2019/05/Are-You-Prepared-for-Unpredicted-Spikes-in-Call-Volume-Webinar-450.jpg "Are You Prepared for Unpredicted Spikes in Call Volume [Webinar]")
While today’s tech-savvy consumers are using more non-voice channels to connect with businesses, the act of picking up the phone to quickly and verbally resolve an issue (complex or otherwise) isn’t going anywhere anytime soon. The problem with this? According to an 
