The seven essential conflict resolution skills for customer service reps

Hanife Yeter
Jul 10, 2019 Hanife Yeter

Conflicts can’t be avoided, but they can be managed with agility and grace.

As the seminal Harvard Business Review article ‘Stop Trying to Delight Your Customers’ showed, while people buy from you because of your product or brand, people most often leave because of poor customer service.

This is why conflict resolution skills are some of the most fundamental skills for every customer service team.

ROBIN’s Brand Chief interviewed by InternetRetailing: competing on customer service

Hanife Yeter
Jun 13, 2019 Hanife Yeter

At the Internet Retailing Expo 2019 (IRX), ROBIN’s Brand Chief, Michiel Gaasterland was interviewed on camera by IRX’s Founder and Editor-in-Chief, Ian Jindal.

Top ten people skills for effective customer service reps

Hanife Yeter
May 21, 2019 Hanife Yeter

Tech tools alone will not keep customers happy. 

A customer is on the phone with a Customer Service Rep, frustrated about a clothing item that was supposed to arrive but hasn’t yet.

The Rep refers to her ROBIN dashboard, and sees it’s not the first time this customer has called in anger. But this is also not the first product he has purchased from the company.

ROBIN's way: Integrating VoIP with other customer service channels

Hanife Yeter
May 9, 2019 Hanife Yeter

Integrating your VoIP, or phone system, into your customer service tooling landscape can prove challenging. You want one user experience for agents that contains all relevant customer data - from every channel – available at a glance.

Should you try to reduce the number of customer service questions you are getting?

Michiel Gaasterland
Apr 2, 2019 Michiel Gaasterland

“They’re coming in too fast!” — Luke Skywalker, Star Wars (1977)

We've seen it a million times. An eCommerce director sits down to talk with their customer service team lead about the pressure customer service is under and how to solve it, get it under control.

At some point, one of them says, “We really need to reduce the number of customer questions we’re getting in”. Both nod in agreement and walk away, happy they’re on the right track.

But are they?

Artificial Intelligence and the eCommerce customer service conversation: what NOT to bot!

Michiel Gaasterland
Dec 11, 2018 Michiel Gaasterland

In What to Bot, the first of this two-part mini-series, we cut through the AI hype and ended by offering a simple formula to help you decide whether to bot or not. Overall, the answer was a resounding, yes!

But not everything that can be botted should be.

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