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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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Firehouse Subs
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If A Problem Arises With A Customer, Turn It Into An Opportunity To Own That Customer For Life.
  • John DiJulius
  • 923 Reads 2 Shares
What do the best customer experience brands do differently?
  • John DiJulius
  • 1,154 Reads 25 Shares
Customer service mistakes are a chance for you to save the day--and create a customer for life.
  • John Tschohl
  • 775 Reads 4 Shares
4 tips on providing consumers with the convenience and choices they want.
  • Charles Bonfiglio
  • 2,010 Reads 33 Shares
Customer loyalty may be your most important metric of success.
  • Chad Storlie
  • 7,055 Reads 59 Shares
Tips and tactics for optimizing the customer experience and the bottom line.
  • Chad Storlie
  • 1,842 Reads 23 Shares
How smartphone addiction is harming our people skills and creativity.
  • John DiJulius
  • 1,603 Reads 19 Shares
Are you training your front-line employees to deliver world-class customer service?
  • John DiJulius
  • 2,222 Reads 25 Shares
Can a company's customer service go from bad to great?
  • John DiJulius
  • 1,185 Reads 9 Shares
How 3 positive guest experiences create loyal customers at Stoner's Pizza Joint
  • Nick Bergelt
  • 1,880 Reads 12 Shares
Can your brand's front-line customer service go from bad to great?
  • John DiJulius
  • 7,436 Reads 16 Shares
Kona Ice
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There is absolutely no greater skill that can be acquired and constantly worked at that can have a bigger impact on us personally and professionally than the ability to build an instant rapport with others, whether they are an acquaintance, customer, co-worker, or a total stranger.
  • John DiJulius
  • 4,932 Reads 19 Shares
Branding is no longer about building perception in your customer's mind. In the age of smartphones and social media, customer experience is the new branding.
  • John DiJulius
  • 6,022 Reads 83 Shares
How 7 franchisees are using their loyalty programs to attract and retain customers.
  • Sara Wykes
  • 2,953 Reads 37 Shares
One of my close friends called me and said his son, who had recently graduated college, was looking for a good financial services firm he could do business with in the city where he was living.
  • John DiJulius
  • 5,789 Reads 12 Shares
How many times have you heard, "A smile is free. It costs absolutely nothing to give but can mean the world to the person who receives it?"
  • John DiJulius
  • 5,348 Reads 33 Shares
To be a professional disruptor, you must be willing to take risks. This means you must be willing to fail.
  • John DiJulius
  • 4,367 Reads 8 Shares
Why did the retail industry have a dismal 2017 despite high consumer confidence, historically low unemployment, and a growing U.S. economy? Typically these are the perfect conditions for retailers.
  • John DiJulius
  • 9,633 Reads 16 Shares
Most franchise company leaders preach to their home office team that they also have customers: operations, development, marketing, field reps, and all the other corporate employees who franchisees count on every day to deliver what they need to serve their own customers.
  • John DiJulius
  • 24,840 Reads 11 Shares
Dealing with customer complaints that make it to senior executives is a critically important strategy.
  • John DiJulius
  • 4,183 Reads 5 Shares
These five "big picture" customer service lessons, observations, and accompanying advice may not qualify as future deathbed regrets for many CEOs, but they should.
  • John DiJulius
  • 2,125 Reads 14 Shares
Signarama
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Customer service guru John DiJulius draws customer service lessons from United Airlines' latest gaffe.
  • John DiJulius
  • 3,744 Reads 17 Shares
Learn how to teach your Millennial employees the skills of customer service - and improve everyone's' experience!
  • Katie Mares
  • 2,421 Reads
Customer service guru John DiJulius highlights his readers' Top 10 favorite articles from last year.
  • John DiJulius
  • 2,533 Reads 1 Shares
Social media marketing news you can use. This week: 1) Instagram is the clear leader in online photo sharing; 2) What are Twitter Moments, and how can you use them to market your brand?; 3) Huggies provides a good model for how to use Facebook and Twitter to engage; and 4) Facebook CEO Mark Zuckerberg plans a 50-state listening tour in 2017.
  • Daniel Lieberman
  • 2,115 Reads
Do you have the courage to post all of your customer reviews, including the worst ones? John DiJulius shows why it actually might be a great idea.
  • John DiJulius
  • 2,141 Reads 2 Shares
Turning unhappy customers into loyal ones is easy enough -- if you empower and train your front-line employees to act. See what customer service guru John Tschohl has to say about service recovery.
  • John Tschohl
  • 3,564 Reads 5 Shares
6 things that make a brand indispensable - and its customers loyal. How many of these boxes can you check for your brand?
  • John DiJulius
  • 2,603 Reads 22 Shares
Customer service excellence, the key to attracting and retaining customers, begins at the top. Is your brand's leadership team on board?
  • John DiJulius
  • 2,075 Reads 4 Shares
Over the past several years, one of the most often-discussed topics continues to be: Who is in charge of your brand's customer?
  • John DiJulius
  • 2,345 Reads

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