Field notes on customer-experience operations. Written for the people who run onboarding, billing, and support, not just measure them.
An SLA is the promise you make to the customer, an SLO is the tighter internal target you manage to, and an SLI is the number you actually measure. Here is how the three fit together, with support examples and where OLAs and ITIL come in.
The best customer onboarding practices share one trait: they get the customer to a real result fast, and they remove paperwork friction before it stalls momentum. Here are the twelve that move retention, with the reasoning behind each.
Fifteen customer service response templates you can adapt for the situations support teams hit every day, from angry customers and refunds to bugs, delays, and saying no. Plus how to use templates without sounding like a robot.
CSAT measures satisfaction with one interaction; NPS measures loyalty to the whole company. Here is how they differ, the math behind each, when to use which, benchmarks, and why mature programs run both.
Customer feedback management software collects, centralizes, and routes feedback so teams act on it. Here are the four categories, the five questions that pick the right one, how it differs from a CXM suite, and the pricing traps to avoid.
Proactive customer service means reaching out before the customer has to. Here is how it differs from reactive support, real examples, a four-step program to build it, and how to measure whether it works.
A practical playbook for dealing with difficult and angry customers: the six-step de-escalation sequence, phone scripts for the hardest situations, what never to say, and when to escalate.
How to handle customer complaints professionally: the six-step resolution process, the feel-felt-found framework, apologizing without excuses, logging root causes, and when to escalate.
A library of customer service scripts and call center scripts for the phone: greetings, holds and transfers, apologies, saying no, and closings, with the reasoning behind every line.
The accounts receivable process explained: the seven steps from credit terms to reconciliation, the process flow, the AR cycle, common failure points, and where receivables automation actually pays off.
Days sales outstanding (DSO) explained: the formula, a worked calculation example, what a good DSO looks like, what a high DSO means, and how to reduce it without making customers jump through hoops.
Accounts payable vs accounts receivable explained: definitions, a side-by-side comparison table, debit vs credit, how AP and AR connect through cash flow, and which is better to have high.