The Biggest Customer Service Problem and How You Can Fix It

If you could identify what the one biggest problem about customer service is, what would it be? There are a ton of common mistakes that customer service reps make, such as failing to follow up or not building a relationship, but there’s one single problem that above all things should be avoided or fixed as soon as possible: Not being the solution.

Case Study: DHL Brazil & Benelux

DHL Brazil and DHL Benelux do not only need an IT support team who knows what they’re doing, they needed agents who speak their native tongue—Brazilian Portugese. Because of this specific expertise, Merlin fits DHL’s requirements perfectly.

Business Lessons from Ryanair’s Success Story

BBC News recently featured Ryanair’s success story—from almost closing down in 1988 to totally changing its business model in the 1990s, to now being one of the world’s leading airlines. Here are some of our takeaways from Ryanair’s success story.