January 26, 2026

What Every Customer Service Representative Needs to Know How to Do

Your customer service representatives can single handedly make or break your business. That sounds like an extreme statement, but if you think about it, it makes sense. As the people responsible for solving customer problems, they have a huge impact on the experience your customers have with your business. As such, there are some things that they absolutely need to know how to do.

How to Represent Your Brand

Consistency is essential in branding, which includes how your employees represent your business. If you want to have a reputation for being positive, your employees need to know that they are expected to behave in ways that reflect that value. Branding for customer service often refers to how they approach working with customers, but can also include things like word choice or even dress and grooming. Make sure you clearly communicate your expectations regarding brand representation with your customer service representatives so you can achieve consistency.

Dealing With Unhappy Customers

Part of the point of customer service is to solve customer problems. No customer is going to be happy about having to contact you because they have a problem with you, which means knowing how to deal with unhappy customers is an absolute must. Whether it’s over the phone, through a web chat, or via email, your representatives need to know how to handle them. The negative reviews you have are an opportunity as well. You can maintain some goodwill with unsatisfied customers by responding to their negative reviews. Regardless of the method of communication, how things are said is going to be more important than what is said.

How to Listen

In order for your representatives to respond to customers in an appropriate, productive manner, they first must know how to listen. Active listening is often talked about as a good technique for customer service representatives, and for good reason. It allows them to more completely understand the customer, which in turn allows them to address the problem correctly. For many, this is a learned skill that they may need to practice doing before becoming proficient. The end result should be worth the effort it takes though.

If your customer service team is to have a shot at being effective, they need to know how to do their job well. Part of that means knowing how to represent your brand, how to deal with unhappy customers, and how to listen properly. While far from exhaustive, these crucial skills can really help your customer service representatives perform their job in a way that leaves your customers feeling more positively towards your business.

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How Automation Can Improve Workplace Efficiency

Technology has become more and more helpful with changing the way we run the business world. Automation has made it possible to make otherwise tedious job processes quick and simple. Consider a mailing service that delivers hundreds of packages every day. The volume would not be so great if it were not for automation. Automation in the workplace can increase productivity, make HR easier, and improve your company’s job accuracy.

Increase Productivity

According to BetterHumans, one of the biggest benefits of workplace automation is the increased productivity. Work teams can get more done in less time which will decrease labor costs and increase efficiency. Some of the automated ways you can increase productivity are by automatic note-taking and database sharing. With these two practices, you communicate a uniform message which cuts down on the chance of misinterpretation and it gives your employees an organized database to pull from.  Doing this will allow time for your employees to be creative and come up with new innovative ways to run the business.

Make HR Easier

The human resource department in your company is busy with onboarding new employees, keeping track of current ones, and updating paperwork like financials and benefits. Their job is to keep track of a variety of moving pieces. Software can significantly improve the organization and productivity within the HR department. For example, according to Gideon Taylor, PeopleSoft-based software can help you with onboarding, time off, and benefits. This will lead to a more organized HR department that will then have more time to focus on the happiness of your employees.

Improve Accuracy

Human error is inevitable. According to Wave Business, automation in the workplace can help mitigate the human errors that occur. When working with a data stream, it is much easier for a computer to keep track of everything than one or multiple individuals. Using a system that can be accessed at the same time from a variety of individuals, without compromising the stored data, will improve the accuracy of your business. With improved accuracy, you become a better company and your overall value will increase.

There are a variety of ways you can implement automation in the workplace to achieve greater efficiency. Evaluate the needs of your company and see if there is anything that can be made easier with an automated process. You can increase work productivity, make HR easier, and improve your company’s accuracy by implementing automation in your work environment.

Read this next: How to Effectively Outsource Your Vital Business Functions

How to Make Your Business Accessible to More Customers

Because of increased competition, it is getting harder for a business to bring in new customers, it is even harder to retain the customers they already have. Businesses that make themselves readily available to their customers have the most success in building a loyal relationship with them. You can make your business more accessible by providing pickup and delivery options, building an e-commerce presence, and adapting to different platforms.

Provide Pickup and Delivery Options

Over the last ten years, the popularity of pickup and delivery options has skyrocketed. Many people do not have the time or the attention to physically shop inside a store anymore. To keep up with the way business is moving, you should implement a pickup and delivery system for your business. Let your customer order and receive items without the extra effort. When you make the shopping experience easier for your customers, you are more likely to retain your audience.

Build an E-Commerce Presence

Part of being able to provide pickup and delivery options includes an e-commerce presence. You need a platform where your customers can order and shop online. Your e-commerce website should integrate seamlessly with your in-store experience. Consider how you organize your website and how easy it is to follow. You want your customer to feel like they are still shopping in your store.

Additionally, keep track of your website’s performance. Each time your website crashes, you lose customers that try to access it while it is down. Building a reliable and efficient e-commerce presence will help you keep up with the demands in how the world does business.

Adapt to Different Platforms

Social media is a valuable tool that can help you connect with your customers and bring in new ones. Your social media campaign should focus on the type of customer you attract. Analyze your incoming customers and their habits. If your client base prefers using Facebook, focus on how you advertise on that platform. The same concept applies to all other social media platforms. Your ability to adjust your platform to your type of customer will greatly impact the quality of connections you make. 

The business world is constantly changing as it tries to match customer demand. Focus on the customer by providing pickup and delivery options, building an e-commerce presence, and establishing yourself on social media. This will help you make your business more accessible and maintain a loyal customer base.

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What You Need to Build Resilience as an Entrepreneur

Becoming an entrepreneur is one of the most taxing jobs out there. Not only do you have to go through the trouble of creating an excellent product, but you need to pitch it to other experienced and qualified people. While it can be exhausting, you can build resilience in this field and become extraordinarily successful.

Learn to Take Criticism

It hurts when a professional rejects your product idea. You want it to be valuable to other people—especially if it is something you are passionate about. In these moments you can’t let a disappointing comment get you down. You must learn to embrace these corrections in a healthy way.

Going door-to-door provides plenty of opportunities to practice resilience. People might wave you away, be annoyed with your presence, or might flat out ignore you. This work will prepare you for rejection in the professional sphere. Potential investors will often critique your product, but these can be meaningful development tools. Ask questions and see what they suggest. This is how to handle criticism with poise.

Fail Successfully

Sometimes you fail so immensely that your business can’t get off the ground. If this is you, don’t feel discouraged—this happens to more people than you might expect. Starting a new business comes with a high risk of failure, with 45 percent failing within the first five years.

When this occurs, you might be tempted to swear off the idea of working as an entrepreneur altogether. But it can also teach you essential life lessons that you can implement into future products. Ask other people who have gone bankrupt because of faulty businesses what they have done to pick themselves up. You will no doubt find something useful.

When in Doubt, Work it Out

The worst thing you can do as an entrepreneur is nothing. People occasionally feel so nervous about failing that they become paralyzed by the decisions they need to make to become successful. In these scenarios, one slogan should be on your mind: “When in doubt, work it out!”

Just getting yourself out there is a great way to make some progress in the business world. Once you start, you’ll find that it gets easier with time. Discouragement keeps you down mentally and physically. Don’t let it!

Resilience will go from something you lack to being one of your best qualities. Rejection just opens up new opportunities in the future and allows you to handle problems with ease. It will build confidence and your product’s user base at the same time!

Read this next: How Your Business Can Capture a More Diverse Set of Customers

How Your Business Can Capture a More Diverse Set of Customers

Figuring out your niche is important, but when you are trying to grow your business, you sometimes need to expand into a more diverse customer set. Learning how to expand your reach while simultaneously maintaining your current customers is a huge challenge, but it’s not impossible. Doing it right will pay off and give you the tools you need to improve your business and get more out of your everyday business interactions

Offer Broader Products

Your current products and services have gotten you to where you are today, but if you are looking to grow, it is worth the investment to expand what you offer. When you think about expanding, remember that you don’t want to stray too far from your current offerings. Choose new products and services that are related to what you currently have while still being different. This will give you the easiest transition and make marketing your new products and services a little bit easier. Talk to your current customers about what they would like to see added to your company to start getting ideas.

Improve Your Social Media Game

Social media is awesome because it allows you to reach a broad audience without having to spend a lot of money. The more effective your social media presence is, the better you will be at building a diverse audience of potential customers. More than 70 percent of Americans have social media accounts. That means that you can use your social media presence to reach tons of people from your community, in the US, and across the globe. You have this great tool at your disposal, so you may as well learn how to use it appropriately and grow your audience.

Listen to Your Customers

You can’t expand into more customers and more diverse customers if you don’t have a good understanding of where your customers are right now. Take time to gather customer feedback and to listen to what they have to say so you can figure out your next steps. When your customers leave reviews, take the time to respond (whether their reviews are positive or negative), this can help you to learn more about those customers and to set the stage for your future growth. The more you know about your current customers, the easier it will be for your brand to continue growing and diversifying.

When you run a business, it’s important to expand your customer base and add diversity. Doing so can help you to be more successful and work towards a successful future.

For more help marketing your business, make an appointment for some marketing consulting!