12 days to Christmas: survive & thrive during peak season

For many customer support pros and business owners, December is a month of overflowing inboxes, overtime and overwhelm. Only to be continued in January, when the end-of-season sales kick off properly and the returns come in. In this article, I share my 12 favourite try-today ideas that can help you cope with this busy time.

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Customer Service Trends 2018: 10 things we learned at the Forum's National Conference for Quality & Customer Experience

From complaints to mindfulness, from surveys to robots — what's going to change in the world of customer service? Take a peek at our notes from The Forum's Conference for Quality & Customer Experience on 29 November and make 2018 your best year yet.

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What not to write: 13 words and expressions to avoid in your customer care replies

One of the most frequent requests we get: a page that contains words or expressions that should be avoided in replies to customers. So, here it is. 13 examples of what not to write, and what to write instead. We hope to grow this to a long list, so please add your own examples in the comments.

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Doing good: 5 tips for consumer questions about your ethics

Critical consumerism is on the rise — fortunately! This means people are more likely to ask your support team about ethics and sustainability. Sabine's put a company to the test. See why the response she got isn't good enough — and what you can do so your team gives a better one.

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Why most complaint-handling guides actually make things WORSE for your customers

Successfully resolving a complaint is the happy result of a respectful, non-violent exchange about the customer's needs and how to meet them. This article introduces you to a scientifically proven way to connect with people who are stressed, emotional and making a complaint.

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