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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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Red Roof Inn
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Red Roof Inn
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Red Roof Inn
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6 steps for service recovery when faced with an irate customer
  • John Tschohl
  • 2,350 Reads
Integrating digital technology brings your customer greater value by providing a consistent digital experience (DX).
  • John DiJulius
  • 2,518 Reads 3 Shares
Our July roundup of consumer experience news and trends
  • Eddy Goldberg
  • 2,141 Reads
Build (or improve) your customer service culture with these 9 principles
  • John Tschohl
  • 3,877 Reads 9 Shares
Training your frontline employees on listening skills can significantly boost the success of your units
  • Bob Phibbs
  • 2,138 Reads 1 Shares
How to get your customer service staff to be present and provide genuine hospitality during their interactions with customers.
  • John DiJulius
  • 3,194 Reads 12 Shares
Looking for love? Consumer love, that is, in a changing world of online customer reviews and influencers
  • Eddy Goldberg
  • 3,217 Reads 6 Shares
Using AI-powered brand intelligence on a hyperlocal level is key to improving your customers’ experience
  • Cynthia Sener
  • 4,928 Reads 6 Shares
Creating an environment where employees like to work also creates consistent customer service at all your locations.
  • John DiJulius
  • 2,965 Reads 5 Shares
1 ways to improve your customer service and make 2023 your best year ever!
  • John DiJulius
  • 2,654 Reads 6 Shares
Looking for a consumer marketing advantage in 2023 (and who isn’t)? Here are10 books on creating your brand’s best possible customer experience
  • Eddy Goldberg
  • 2,821 Reads 3 Shares
Wienerschnitzel
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Wienerschnitzel
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Wienerschnitzel
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Good service won’t get you into the game; you need to provide service that is relentlessly awesome
  • John Tschohl
  • 2,369 Reads 5 Shares
Our first-of-the-year roundup of consumer experience news, trends, and other developments!
  • Eddy Goldberg
  • 2,662 Reads 3 Shares
As franchise consumer marketers seek a competitive advantage in the battle for both customers and employees, these blogs, podcasts, and videos are sure to help!
  • Eddy Goldberg
  • 2,659 Reads 3 Shares
11 ways to improve your customer service and make 2023 your best CX year ever!
  • John DiJulius
  • 3,631 Reads 33 Shares
Only a few companies have a practice of calling their customers by name. You should be one of them
  • John Tschohl
  • 3,376 Reads 7 Shares
Covid sent employees packing and negated one of your most important differentiators: great customer service. Time to fix it in 2023!
  • John Tschohl
  • 2,335 Reads
As a recession looms, history shows that great customer experience brands outperform in any economy - how’s yours doing?
  • John DiJulius
  • 4,044 Reads 8 Shares
Our November roundup of consumer experience–related news, trends, and other developments!
  • Eddy Goldberg
  • 2,472 Reads 1 Shares
These 5 companies are reaping the financial benefits of making customer service a top priority.
  • John Tschohl
  • 3,639 Reads 4 Shares
The customer service experience provided during “grudge buys” can impact future decision processes and purchase behaviors
  • John DiJulius
  • 4,485 Reads 1 Shares
IHOP
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IHOP
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IHOP
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Today’s “all hands on deck” response to the labor shortage is leading many frontline employees and CSRs down the path of burnout. They’re not happy.
  • John DiJulius
  • 2,692 Reads 1 Shares
The Great Adjustment means it’s time to review what is working, what is not, and why customer experience training is essential
  • John DiJulius
  • 4,345 Reads 27 Shares
If there’s one thing today’s customers want, it’s speed. How much friction does your brand have delivering that?
  • John Tschohl
  • 3,371 Reads 3 Shares
How you can build a service culture plan that makes your company a more trusted and well-liked business.
  • John Tschohl
  • 4,588 Reads 6 Shares
Our September roundup of consumer marketing news, trends, and other developments!
  • Eddy Goldberg
  • 5,289 Reads
When it comes to customer service, banishing the word No from your employees’ vocabulary will go a long way. Just say Yes!
  • John DiJulius
  • 4,653 Reads 2 Shares
You just may be the first to ever teach your employees about customer service
  • John Tschohl
  • 6,217 Reads 20 Shares
Focus on these characteristics to make your employees outstanding listeners.
  • John DiJulius
  • 5,592 Reads 6 Shares
Successful franchisee shares 3 best practices for creating a community and ultimately a customer for life
  • Dave Wagner 
  • 6,829 Reads 8 Shares
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