Customer Service


Retail Tablet POS Encourages Upselling and Cross-Selling

If you aren’t upselling and cross-selling in your retail store, you’re likely leaving money on the table. Done correctly, these tactics can enable you to increase sales, while helping customers get the most out of their purchases and improving customer service all at the same time. Your tablet point of sale (POS) system is a key to successful upselling and cross-selling processes. Upselling entails offering a pricier version of the item already in your customer’s […]


The Importance of Empathy Versus Sympathy in Customer Service

Sympathy involves identifying with and even taking on another person’s emotions. A sympathetic response is, “That really makes me angry, too. I promise to fix it.” Empathy refers to acknowledgment and affirmation of another’s emotional state. An empathetic response is, “I can understand why that makes you angry. I’ll do my best to help you find a resolution.” By David Braun, Help Desk Technician Many years ago, I participated in a training for a call center […]