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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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Franchise Customer Experience Conference
June 20-22, 2023 Marketing-Operations-Technology. Be a part of this ground-breaking new space for ideas, inspiration and networking for Franchise leaders charged with improving the experience and outcomes for all customers.
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Angry Crab Shack
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Angry Crab Shack
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Angry Crab Shack
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The customer service experience provided during “grudge buys” can impact future decision processes and purchase behaviors
  • John DiJulius
  • 1,286 Reads 1 Shares
Today’s “all hands on deck” response to the labor shortage is leading many frontline employees and CSRs down the path of burnout. They’re not happy.
  • John DiJulius
  • 1,512 Reads
The Great Adjustment means it’s time to review what is working, what is not, and why customer experience training is essential
  • John DiJulius
  • 2,662 Reads 7 Shares
If there’s one thing today’s customers want, it’s speed. How much friction does your brand have delivering that?
  • John Tschohl
  • 1,817 Reads 3 Shares
How you can build a service culture plan that makes your company a more trusted and well-liked business.
  • John Tschohl
  • 2,685 Reads 6 Shares
Our September roundup of consumer marketing news, trends, and other developments!
  • Eddy Goldberg
  • 4,131 Reads
When it comes to customer service, banishing the word No from your employees’ vocabulary will go a long way. Just say Yes!
  • John DiJulius
  • 2,958 Reads 2 Shares
You just may be the first to ever teach your employees about customer service
  • John Tschohl
  • 4,594 Reads 17 Shares
Focus on these characteristics to make your employees outstanding listeners.
  • John DiJulius
  • 4,378 Reads 6 Shares
Successful franchisee shares 3 best practices for creating a community and ultimately a customer for life
  • Dave Wagner 
  • 5,582 Reads 8 Shares
To deliver the best service you must have a customer-centric approach that offers seamless experiences across the entire customer journey
  • John DiJulius
  • 5,529 Reads 1 Shares
The Human Bean
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The Human Bean
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The Human Bean
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Boost your odds of staffing up for summer with these 3 tips from Snagajob
  • Mathieu Stevenson
  • 2,445 Reads 5 Shares
Every company screws up with customers sometimes. Here’s how to turn that to your advantage
  • John DiJulius
  • 2,208 Reads 25 Shares
Franchise Update Media introduces the new monthly Franchise Customer Experience Report newsletter
  • Eddy Goldberg
  • 2,417 Reads 4 Shares
5 tips for service recovery – the ability to turn an unhappy customer into a long-term, loyal one
  • John Tschohl
  • 2,051 Reads 21 Shares
Companies should focus on making service easier by reducing the amount of work required of customers to get their issues resolved.
  • John DiJulius
  • 1,815 Reads 5 Shares
If your frontline employees are making any of these 7 customer service experience mistakes, it’s costing your business money every day
  • Bob Phibbs
  • 1,809 Reads 5 Shares
4 ways to flip an upset customer so that in 60 seconds they believe they are dealing with the greatest company on earth.
  • John Tschohl
  • 2,037 Reads 4 Shares
How to establish a customer service initiative that both succeeds and lasts
  • John DiJulius
  • 1,847 Reads 2 Shares
Training employees to deal effectively with irate customers will help retain both your customers and your employees
  • John Tschohl
  • 1,704 Reads 12 Shares
5 key strategies to help strengthen relationships with customers and other business associates
  • 2,238 Reads 23 Shares
Leasecake
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Leasecake
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Leasecake
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Examples of why your company should make your customer experience your most distinct competitive advantage
  • John DiJulius
  • 2,049 Reads 13 Shares
Customer loyalty is a result of the multiple positive ‘micro-experiences’ a person has with a brand.
  • John DiJulius
  • 2,509 Reads 41 Shares
A positive customer experience is vital for franchise success. Here are 6 ways to train your employees how to deliver it consistently.
  • John R. DiJulius III
  • 3,115 Reads 62 Shares
Using a customer’s name is an effective way to elevate the customer experience.
  • John Tschohl
  • 1,860 Reads 8 Shares
Training your front-line employees in how to deal with stressed-out customers will retain both your customers and your employees!
  • John DiJulius
  • 2,508 Reads 7 Shares
Your franchisees are your most important customers. Is it time for a Chief Franchisee Experience Officer?
  • Keith Gerson
  • 3,116 Reads 9 Shares
How to create a consistent customer experience in every area of your business.
  • John R. DiJulius
  • 2,676 Reads 33 Shares
Anxiety, uncertainty, and business rules can create irrational customers; train your employees to deal with them properly.
  • John DiJulius
  • 2,104 Reads 4 Shares
What is the one best thing customer experience brands do differently?
  • John DiJulius
  • 4,319 Reads 22 Shares
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