How To Transform Irate Customers Into Happy Ones

Posted by Bradley Chalupski on Nov 15, 2017 11:16:35 AM

3 minute read


Successfully handling irate customers and transforming them into happy ones is where the Customer Service Manager (CSM) really earns their stripes.

Unfortunately, this is easier said than done. Angry customers are not always the most rational bunch. Even if you’ve found a quick fix to a problem, an irate customer might not be in the best frame of mind to realize it. And if a customer asks for assistance with a particularly complicated problem, a resolution becomes just that much more difficult. Despite these challenges, it is the responsibility of the CSM to ensure that even the most frustrated and irrational of customers comes away happy.

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Topics: Support

5 Lessons Every Studio Can Learn from the Success of World of Warcraft

Posted by Charles Owen-Jackson on Nov 14, 2017 10:17:51 AM

3 minute read

To say that WoW is a great success would be a colossal understatement. For 13 years, it has maintained its place in the Guinness Book of World Records as the most popular MMORPG of all time. In fact, the astronomical success of WoW has transcended the world of video games to make a genuine cultural impact by spawning a South Park episode, and more recently, a movie franchise.

So, what is it about WoW that makes it so popular and able to thrive for so long in one of the fastest-moving industries of all?

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Topics: Gaming

Here's How To Handle Abusive Customers And Turn Them Into Happy Ones

Posted by Bradley Chalupski on Nov 13, 2017 8:45:27 AM

4 minute read

Successfully handling angry customers and turning them into happy ones is where the Customer Service Manager really earns her stripes.

Unfortunately, this is easier said than done. Angry customers are not always the most rational bunch. Even if you are lucky enough (and we use the term loosely) to have a quick fix to a problem, an irate customer might not be in the frame of mind to realize it. And if a customer has a complicated problem that needs solving, the task becomes just that much more difficult. Yet despite these challenges, it remains the responsibility of the Customer Service Manager to ensure that even the most frustrated and irrational of customers comes away happy.

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Topics: Support

Predicting Churn to Keep Your Customers Loyal

Posted by Bradley Chalupski on Nov 10, 2017 8:45:53 AM

3 minute read

What exactly is “churn”? If you’re a manager or executive, it is the stuff of nightmares. It’s also, unfortunately, an inevitable part of life. 

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Topics: Support

Community Managers: Now's the time to prepare for your next (inevitable) community crisis

Posted by Bradley Chalupski on Nov 9, 2017 8:55:53 AM

3 minute read

The ability for a Community Manager to get her brand’s image out into a group of engaged users makes community channels one of the best tools at her disposal. But the promise of online communities is also its peril; it’s all too easy for a single, disgruntled community member to quickly lay siege to a carefully crafted image with little more than a single tweet or comment.

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Topics: Community

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