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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AnswerConnect
AnswerConnect offers 24/7 live answering with professional receptionists using franchisor-approved scripts to ensure a warm, consistent brand experience.
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In this age of technology, don't forget the value that human expertise brings to your business
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Helping others is a key driver of employee satisfaction and best-in-class customer experience
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Once considered a marketing tactic or training topic, customer experience is at the center of operations
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Operators who treat online as purely self-service risk losing customers who still expect fast responses, human connection, and support across channels
  • John Tschohl
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Small, intentional actions build trust, respect, and long-term success
  • John Tschohl
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By asking great questions, professional salespeople help customers discover what they truly need
  • John DiJuilius
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The first rule is to serve the customer. The second is, when in doubt, see rule No. 1
  • John Tschohl
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Annual report asks franchises how they gather feedback and which departments measure customer experience
  • Franchise Update Media
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It is the burden of companies and the training they provide to develop soft skills constantly
  • John DiJulius
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In an era of shrinking attention spans, employee training works best in short, focused segments
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Give employees the authority to make fast decisions that benefit the customer on the spot
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The 2025 Annual Franchise Marketing Report (AFMR) reveals brands are doubling down on innovation
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The future of CX? Collaborative, data-driven, human-centered. FCXC 2025 panelists urged: Tech must delight, not just serve.
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Franchise leaders at FCXC 2025 stressed a balance: use tech smartly, but never lose the human connection that builds trust
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At FCXC 2025, franchise leaders proved the power of local connection--turning small moments into lasting customer loyalty
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Reports detail discussions from the 2025 Franchise Customer Experience Conference
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At FCXC, franchise leaders shared their extensive expertise and gained valuable insights
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Be friendly to your customers in every way you communicate
  • John DiJulius
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Franchises can optimize the customer experience with technology by providing convenience, value, and quality
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This issue is characterized by the dynamic intersection of technology, innovation, marketing, and franchise leadership
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In today's fast-paced world, customers appreciate the ease of shopping with Amazon
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New annual report reveals how brands handle their online reputations by franchise sector
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Franchise marketing executives discuss how they collaborate with other team members to optimize the customer experience
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  • 5,099 Reads 3 Shares
Longtime franchisee places priority on hospitality and customer experience to build loyalty and relationships. 
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  • 4,854 Reads 2 Shares
A simple interaction can have profound effects on a customer's emotional well-being
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  • 4,365 Reads 2 Shares
The end goal is to get the problem resolved, not to put employees on the defensive
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  • 3,872 Reads 2 Shares
Franchise executives discuss how to balance the power of AI and technology with personal interaction to optimize customer experience
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Franchise leaders discuss how they improve operations, efficiency, and the customer experience by collecting data through the latest technology platforms
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Although franchises are national brands, customers often think locally when evaluating their closest franchise location
  • Steven Toole
  • 5,638 Reads 16 Shares
Employees who complain are an opportunity for growth, reflection, and improvement
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  • 5,175 Reads 3 Shares
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