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Customer Service Advice from 17 Small Business Consultants - PATLive - Blog

Customer Service Advice from 17 Small Business Consultants

That’s right! Here’s a treasure trove of customer service knowledge from 17 leading consultants, from accounting wizards to content-creating wordsmiths. We asked each of them to weigh-in on the topic of customer service and communication, and each of them delivered with a unique perspective. Topics range from clever branding to enhancing responsiveness across channels of communication to just shutting up and listening to customers. Read up!

Establish a Solid Process Using Tools & Automation


Build and keep a customer service playbook. Ninety percent of all support related questions are related to the same common problems. Save time and answer customer support requests faster by build a support FAQ or internal knowledgebase. All of your support staff can reference this document to quickly find answers to common questions. In many cases, they can copy and paste canned messages. If you want to take it a step further, make your knowledgebase public as a Help Doc section on your website.

 James Milliron -

As a project manager, not having a communication plan to deal with all the different stakeholders can lead to disaster. Informing the customer how communication will be done will instill confidence from the customer. It will also ensure communication is disseminate with accurate information and everyone receiving the same message.

Cerila Gailliard - OYS LLC

Pour on the Communication – put the customer first using internal communications within the company.  Give the customer easy and specific ways to communicate directly with the company. After paying for the product or service they should not experience the run-around.

Roger Knecht - Universal Accounting Center

Be Accessible & Quick


Use all points of contact, written or verbal, to thank, connect, extend the relationship. Address the reason for contact then go beyond…offer a suggestion, send the link to an interesting article, ask about their other goals/needs, ask them for a favor.

Sharon Woodhouse - Conspire Creative

Make sure you answer anyone who is trying to reach out to you on social media. The key word with social media is “social.” It’s meant for people to interact. If they’re trying to interact with you, reciprocate.

Jack Anzarouth - Digital Ink Marketing

100% of the time, follow up the same day anyone writes you a note, email, Amazon negative post, or gives you feedback about your product or service. After you communicate with them send a follow up note, email, phone call or a written thank you note (my #1 preference) to say thanks for the feedback and specifically what you are doing about it.

Wayne Strickland -

Ask Questions & Listen for Feedback


Stop pitching and start listening. One of the hardest things for business owners to do is to stop talking and start listening to their customers. It’s great to be able to pitch your product or service to potential customers, but often, if you just stop and listen, you won’t need to make the hard sell. By listening to customers’ needs and pain points, you can address their specific requirements while also building a relationship.

Puneet Gangal - Aciron Consulting

Ask more questions than they do. Clients like to be asked questions about themselves, and if you ask the right questions you can get important information pertinent your project. Ask great questions so you can better help them, and they will see how you’re really invested in their success.

Nicole Faith - 10 Carat Creations

Really listen to your customer either by talking with them when they are there, making a personal phone call or asking for suggestions. Ask them if this were their business, what would they do differently?

Dr. Gayle Carson - The SOB Club


Establish a Personal Connection using Customized Communication


Take the time to create custom recommendations. If you give the same advice to everyone, the client may as well just read a book. You will find that even situations that look outwardly similar may be quite different. Don’t try to fit everyone into a formula.

Shel Horowitz -

Just because you’ve conducted a thousand projects doesn’t mean you know everything you need to know about the next one. You can’t forget that every organization struggles with unique pain points as they pursue unique goals and objectives. Always remain cognizant of what makes your client different and take pains to show you’re aware of these facts.

Leigh Merz - Source One

Often with small businesses, at the end of the day your customers are doing business with YOU, not your company. Be authentic, sincere and consistent across the board. There are a million generic best practices to building your customer experience or customer service system, but nothing beats a personal, human connection.

Kerri Moriarty -

Go the Extra Mile


Offer an unconditional money-back guarantee. Most people are afraid to do this but no one has ever asked for it. And yet, willing to offer it in the first place separated me from the pack as a trustworthy, quality firm.

Adam C. Conrad - Anon Consulting

Under-promise and over-deliver.  Most people know what their capabilities are, never promise a client something unless you are sure you can deliver on that promise.  In fact, you are better served to promise a little less than you believe you can deliver — that way, the client will be pleasantly surprised when you surpass their expectations.

Lindsey Myers - Concrete Blonde Consulting

Build a Customer-Focused Brand & Culture using your Employees


When a customer feels welcomed, cared for, confident that they’re in good hands, it’s always because the person serving them has put their satisfaction at the front of their mind. Employees first means customers first.

Aaron Schmookler - The Yes Works

Empower your employees. Happier employees really do mean happier clients. Empower your consultants with the authority and the tools to improve their client experience and watch employee (and client) engagement soar.

Theresa Santoro - Actualize Consulting

Start by defining your brand – an authentic, unique, simple message about who you are and what you stand for. It should guide every touchpoint including all communications and customer service.

Jesse Ghiorzi - Charge

Right from the mouths of the experts! We hope you took notes. Or at least bookmarked this page.


Publish Date: July 11, 2018

2023 Buyers Guide Workforce Management


Alvaria Workforce
Alvaria Workforce (formerly Aspect Workforce Management) is a high-performance contact center software solution that provides the forecasting, planning, scheduling, employee self-service and real-time agent tracking to ensure that all agents and supervisors are productive, engaged in their work and delivering an exceptional customer experience.


Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.


Calabrio ONE
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.

Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.

eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.


Eleveo WFM
Eleveo WFM was designed to simplify scheduling, forecasting and adherence for commercial contact centers with 500 agents or less. The product is easy to use for supervisors who are not WFM experts, but provides value for scheduling, shift changes, schedule adherence and supports multi-channel and multi-skill requirements. Eleveo WFM was built using open source, cloud technologies but can be installed on premise, in a hybrid environment or hosted for you in AWS.

ethosIQ, LLC

BPO Optimizer
ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer!

Lieber & Associates

Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.

MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

10.) Phonestat

Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.

There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.


VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.

QPC Ltd.

QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.

Simucall limited

Assessment of Contact centre job applicants
Pay As You Go remote assessment tool for contact centre job applicants.

NO set up or registration fee and NO minimum use contract

Assess your applicants ability to listen to a caller, recognise the important pieces of information and record them into a logging system swiftly and accurately under pressure.

Full management dashboard

Pay per completed assessment (no charge if abandoned or not taken by the deadline you set)

Choice of assessment environments - including Insurance claims, Financial transactions, Emergency service calls, Utility defect report and IT Helpdesk

Variety of UK accents used by callers (of different ages and genders)

You retain control of all communication with the applicants

View more from PATLive

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