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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These five "big picture" customer service lessons, observations, and accompanying advice may not qualify as future deathbed regrets for many CEOs, but they should.
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Customer service guru John DiJulius draws customer service lessons from United Airlines' latest gaffe.
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Learn how to teach your Millennial employees the skills of customer service - and improve everyone's' experience!
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Customer service guru John DiJulius highlights his readers' Top 10 favorite articles from last year.
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Social media marketing news you can use. This week: 1) Instagram is the clear leader in online photo sharing; 2) What are Twitter Moments, and how can you use them to market your brand?; 3) Huggies provides a good model for how to use Facebook and Twitter to engage; and 4) Facebook CEO Mark Zuckerberg plans a 50-state listening tour in 2017.
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Do you have the courage to post all of your customer reviews, including the worst ones? John DiJulius shows why it actually might be a great idea.
  • John DiJulius
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Turning unhappy customers into loyal ones is easy enough -- if you empower and train your front-line employees to act. See what customer service guru John Tschohl has to say about service recovery.
  • John Tschohl
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6 things that make a brand indispensable - and its customers loyal. How many of these boxes can you check for your brand?
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Customer service excellence, the key to attracting and retaining customers, begins at the top. Is your brand's leadership team on board?
  • John DiJulius
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Over the past several years, one of the most often-discussed topics continues to be: Who is in charge of your brand's customer?
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Customer service expert John Tschohl offers 6 customer service principles that empower employees and build better businesses.
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Southwest Airlines, a perennial leader in customer service management, offers many lessons for franchise brands interested in increasing customers, sales, and profitability.
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In this age of digital analytics, modern marketers still can gain many valuable insights from that "old school" tool: the live, in-person, one-on-one telephone call! Here are 10 insights for your consideration.
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How do you go beyond platitudes about customer service to systems that engage customers and deliver marketing impact through a superior customer experience? Top franchise executives provide 3 key customer insights.
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