Customer Service - Franchising.com
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Customer Service

Outstanding customer service gives any franchise business an unbeatable competitive advantage. Achieve this by training and empowering local management, and consider retaining a third-party expert to manage real-time feedback. Learn about programs, resources, and tools to improve customer service and gain important feedback to use at both the local and corporate level.

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In this age of technology, don't forget the value that human expertise brings to your business
  • John DiJulius
  • 2,103 Reads 1 Shares
Helping others is a key driver of employee satisfaction and best-in-class customer experience
  • John DiJulius
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Once considered a marketing tactic or training topic, customer experience is at the center of operations
  • Helen Bond
  • 3,209 Reads 13 Shares
Operators who treat online as purely self-service risk losing customers who still expect fast responses, human connection, and support across channels
  • John Tschohl
  • 2,608 Reads 6 Shares
Small, intentional actions build trust, respect, and long-term success
  • John Tschohl
  • 2,626 Reads 7 Shares
By asking great questions, professional salespeople help customers discover what they truly need
  • John DiJuilius
  • 2,331 Reads 10 Shares
The first rule is to serve the customer. The second is, when in doubt, see rule No. 1
  • John Tschohl
  • 3,616 Reads 6 Shares
Annual report asks franchises how they gather feedback and which departments measure customer experience
  • Franchise Update Media
  • 2,609 Reads 2 Shares
It is the burden of companies and the training they provide to develop soft skills constantly
  • John DiJulius
  • 4,224 Reads 32 Shares
In an era of shrinking attention spans, employee training works best in short, focused segments
  • John DiJulius
  • 3,669 Reads 3 Shares
Give employees the authority to make fast decisions that benefit the customer on the spot
  • John Tschohl
  • 4,007 Reads 6 Shares
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MY SALON Suite
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The 2025 Annual Franchise Marketing Report (AFMR) reveals brands are doubling down on innovation
  • Helen Bond
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The future of CX? Collaborative, data-driven, human-centered. FCXC 2025 panelists urged: Tech must delight, not just serve.
  • Kevin Behan
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Franchise leaders at FCXC 2025 stressed a balance: use tech smartly, but never lose the human connection that builds trust
  • Kerry Pipes
  • 3,548 Reads 4 Shares
At FCXC 2025, franchise leaders proved the power of local connection--turning small moments into lasting customer loyalty
  • M. Scott Morris
  • 2,860 Reads 1 Shares
Reports detail discussions from the 2025 Franchise Customer Experience Conference
  • Kerry Pipes
  • 4,224 Reads 12 Shares
At FCXC, franchise leaders shared their extensive expertise and gained valuable insights
  • Kerry Pipes
  • 4,351 Reads 2 Shares
Be friendly to your customers in every way you communicate
  • John DiJulius
  • 4,883 Reads 2 Shares
Franchises can optimize the customer experience with technology by providing convenience, value, and quality
  • Casey Morford
  • 4,342 Reads 15 Shares
This issue is characterized by the dynamic intersection of technology, innovation, marketing, and franchise leadership
  • Kerry Pipes
  • 3,536 Reads 1 Shares
In today's fast-paced world, customers appreciate the ease of shopping with Amazon
  • John Tschohl
  • 7,796 Reads 4 Shares
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New annual report reveals how brands handle their online reputations by franchise sector
  • Franchise Update Media
  • 3,778 Reads 2 Shares
Franchise marketing executives discuss how they collaborate with other team members to optimize the customer experience
  • Kevin Behan
  • 5,072 Reads 3 Shares
Longtime franchisee places priority on hospitality and customer experience to build loyalty and relationships. 
  • Kevin Behan
  • 4,799 Reads 2 Shares
A simple interaction can have profound effects on a customer's emotional well-being
  • John DiJulius
  • 4,340 Reads 2 Shares
The end goal is to get the problem resolved, not to put employees on the defensive
  • John Tschohl
  • 3,844 Reads 2 Shares
Franchise executives discuss how to balance the power of AI and technology with personal interaction to optimize customer experience
  • Kerry Pipes
  • 3,768 Reads 11 Shares
Franchise leaders discuss how they improve operations, efficiency, and the customer experience by collecting data through the latest technology platforms
  • Kevin Behan
  • 4,953 Reads 11 Shares
Although franchises are national brands, customers often think locally when evaluating their closest franchise location
  • Steven Toole
  • 5,596 Reads 16 Shares
Employees who complain are an opportunity for growth, reflection, and improvement
  • John DiJulius
  • 5,141 Reads 3 Shares
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