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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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Franchise Customer Experience Certification
The Franchise Customer Experience Certification provides recognition and resources for brands that drive improved franchisee profitability from a superior consumer and franchisee experience.
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Smoothie King
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Smoothie King
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Smoothie King
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To deliver the best service you must have a customer-centric approach that offers seamless experiences across the entire customer journey
  • John DiJulius
  • 7,167 Reads 1 Shares
Boost your odds of staffing up for summer with these 3 tips from Snagajob
  • Mathieu Stevenson
  • 3,890 Reads 5 Shares
Every company screws up with customers sometimes. Here’s how to turn that to your advantage
  • John DiJulius
  • 3,751 Reads 25 Shares
Franchise Update Media introduces the new monthly Franchise Customer Experience Report newsletter
  • Eddy Goldberg
  • 3,755 Reads 4 Shares
5 tips for service recovery – the ability to turn an unhappy customer into a long-term, loyal one
  • John Tschohl
  • 3,436 Reads 21 Shares
Companies should focus on making service easier by reducing the amount of work required of customers to get their issues resolved.
  • John DiJulius
  • 2,844 Reads 5 Shares
If your frontline employees are making any of these 7 customer service experience mistakes, it’s costing your business money every day
  • Bob Phibbs
  • 2,814 Reads 5 Shares
4 ways to flip an upset customer so that in 60 seconds they believe they are dealing with the greatest company on earth.
  • John Tschohl
  • 3,324 Reads 4 Shares
How to establish a customer service initiative that both succeeds and lasts
  • John DiJulius
  • 2,979 Reads 2 Shares
Training employees to deal effectively with irate customers will help retain both your customers and your employees
  • John Tschohl
  • 2,641 Reads 12 Shares
5 key strategies to help strengthen relationships with customers and other business associates
  • 3,525 Reads 23 Shares
The Human Bean
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The Human Bean
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The Human Bean
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Examples of why your company should make your customer experience your most distinct competitive advantage
  • John DiJulius
  • 2,920 Reads 14 Shares
Customer loyalty is a result of the multiple positive ‘micro-experiences’ a person has with a brand.
  • John DiJulius
  • 3,418 Reads 41 Shares
A positive customer experience is vital for franchise success. Here are 6 ways to train your employees how to deliver it consistently.
  • John R. DiJulius III
  • 4,937 Reads 63 Shares
Using a customer’s name is an effective way to elevate the customer experience.
  • John Tschohl
  • 3,347 Reads 8 Shares
Training your front-line employees in how to deal with stressed-out customers will retain both your customers and your employees!
  • John DiJulius
  • 3,828 Reads 7 Shares
Your franchisees are your most important customers. Is it time for a Chief Franchisee Experience Officer?
  • Keith Gerson
  • 4,444 Reads 9 Shares
How to create a consistent customer experience in every area of your business.
  • John R. DiJulius
  • 3,816 Reads 33 Shares
Anxiety, uncertainty, and business rules can create irrational customers; train your employees to deal with them properly.
  • John DiJulius
  • 2,838 Reads 4 Shares
What is the one best thing customer experience brands do differently?
  • John DiJulius
  • 5,222 Reads 22 Shares
5 ways to win more customers and retain great staff in these challenging times.
  • Jayson Pearl
  • 4,638 Reads 38 Shares
Red Roof Inn
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Red Roof Inn
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Red Roof Inn
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3 companies that are role models for being relentless with customer service
  • Multi-Unit Franchisee
  • 3,912 Reads 4 Shares
How you can better manage customer expectations by being totally transparent with your customer base.
  • John R. DiJulius III 
  • 2,788 Reads 2 Shares
To create a successful service culture for your brand, try these 9 steps
  • John Tschohl
  • 5,278 Reads 22 Shares
Differentiate yourself from the competition and create the "ultimate guest experience"
  • Dave Murray
  • 3,144 Reads 11 Shares
4 ways to implement a ‘Service Recovery’ strategy and keep your customers happy and coming back.
  • Ryan Chevalier
  • 2,638 Reads 5 Shares
How – and why – to create an “above-and-beyond” customer service culture at your brand
  • John R. DiJulius III 
  • 2,804 Reads 1 Shares
How a "Day in the Life of a Customer" video can create empathy and improve customer service among your front-line staff
  • John DiJulius
  • 3,599 Reads 17 Shares
In the relationship economy the primary currency is the emotional connections made with customers, employees, and vendors.
  • John DiJulius
  • 2,942 Reads 8 Shares
Five essential steps to creating an 'above and beyond' culture at your business.
  • John DiJulius
  • 2,790 Reads 18 Shares
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