September 7, 2010

How to Establish Rapport With Customers – 3 Rapport Building Tips to Wow Your Customers

If you're new here, you may want to subscribe to my RSS feed. Or visit our, Call Center Leadership Training to learn how to improve your call center metrics. Thanks for visiting!

How to Establish Rapport With Customers – 3 Rapport Building Tips to Wow Your Customers

By Michael Lee

In every industry, it's important to know how to establish rapport with customers. Whether you're a butcher selling sirloin, a sales representative in real estate or a big-time CEO of a company, you need to connect with your customers. It's not all that hard to do either! Read on to find out how to establish rapport with customers!

[Read more...]

It Is Important To Keep Our Internal Customers Happy Too

It Is Important To Keep Our Internal Customers Happy Too

By Jonathan Farrington

Ask a colleague to define the customer and they will probably say 'Someone who buys from us.'

What about internal customers? Colleagues, other departments, branches, suppliers? They are equally as important and deserve to have their problems and complaints taken seriously.

External customers sense if there is a good working atmosphere, a co-ordinated approach to customer service, teamwork and high morale. It gives them confidence to stay with you

[Read more...]

Leadership – For Better CSR

Leadership – For Better CSR

by Tim Pascoe

It's unusual to read something balanced and practical about CSR. Activists want business to carry the wrap for everything. Apologists limit it to immediate operating activities and what the law requires. True, the primary responsibility is to sell sound products that people want, employ and reward fairly and act honesty and responsibly. But, the authors of a recent HBR article offer an insightful approach to the boundary issue of what is and isn't a company's responsibility? They make this erstwhile no-man's land a fertile ground for corporate creative thinking and commercial good sense.

[Read more...]

Customer Management – Way to Call Centre Success


Customer Management – Way to Call Centre Success

By Jems Hug

The main function of the call centre is to provide customer care services in order to fulfill the need of customer acquisition for their clients' businesses. This practice has become very frequent, thereby leading to the growth of innumerable BPO firms that are running a rat race. Every firm tries to surpass each other's performances by offering effective customer support solutions.

Interaction is necessary for developing any kind of relationship and that is what the call centre employees are paid to do. But one can deliver good work only when one is satisfied with the company where one is working. The same is applicable for the BPO employees who are required to work at a stretch.

[Read more...]

The Benefits of Customer Service Training

The Benefits of Customer Service Training

By Malcolm Carlaw

Customer service training will improve the experience of your stakeholders and the profitability of your business. Any business will tell you that without customers, there isn't a business. Respecting the consumer as the real driver of your business' success is key.

Especially for businesses where service skills and communication skills aren't taken into account during hiring, that's where customer service training comes into play. Providing excellent C.S. has many benefits and the importance of providing outstanding customer care is something that should never be under-emphasized. Some of the benefits of customer service training include:

[Read more...]

Verbal Aikido: 7 Ways to Handle Difficult Customers

Verbal Aikido: 7 Ways to Handle Difficult Customers

By Myra Golden

In my live complaint resolution seminars, I demonstrate the martial art Aikido and offer it as a strategy for diffusing anger. I began teaching this unconventional approach to managing conflict after having my breath taken away as I watched Steven Segal effortlessly defeat his opponents without violence or aggression in half a dozen of his movies.

Aikido is a nonviolent martial art that never meets force with force and can be applied to conflict situations with demanding, irate or unreasonable customers. (I've personally applied Aikido to situations with customers, employees and co-workers.) Using the principles of Aikido, you too can diffuse anger and demonstrate amazing control over all aspects of verbal attacks.

People using "verbal aikido" can respond to heated situations directly and assertively without being pulled into the drama of the battle and they can lay the foundation for win-win resolutions that maintain the customer's loyalty – even with angry customers. Here are 7 Aikido principles that will help you more effectively respond to anger.

[Read more...]

2 Strategies to Create a Great Customer Experience


2 Strategies to Create a Great Customer Experience

By John Borillo

In the world of marketing and customer service, real-world tools can do wonders in enhancing customer experience.

Today, we can never underestimate the potential these tools – customer activity tracking, surveys, after-sales calls, and data imports – can bring to our growing business. They give us a foretaste of that experience too when we see things from the perspective of the customers. They appreciate companies taking that time to further study and analyze consumer habits and preferences to effectively serve them more effectively. Gone are the days of "shot-gun" approach in knowing our consumers. We cannot take that risk anymore.

[Read more...]

How Empowered Call Center Agents Improve Customer Experience

How Empowered Call Center Agents Improve Customer Experience

By John Borillo

Poor customer service was identified as major reason for 60 percent of cancelled bank accounts and 36 percent of insurance company switches, from a study made by Mobius Management Systems.

How do we deal with this glaring issue right in front of our faces during board meetings?

It is time to take a hard look at your customer service processes. Your front-liners – the customer service agents – may be under-trained or demoralized. Perhaps they are itching to get out and look for better opportunities elsewhere. We cannot deny that customer service agents play a big role in any business success. Big companies like Apple, Microsoft, Google and HP leverage on customer service to set them apart from the competition.

[Read more...]

What Inbound Customer Service Can Do to Engage Customers

What Inbound Customer Service Can Do to Engage Customers

By John Borillo

The goal of any thriving enterprise is to satisfy the diverse needs of clients. Companies need repeat customers to expand. Customer satisfaction however is not enough to compute how many people are returning to make business with you as compared with your competitors. They may even have the same feedback ratings as yours!

Customer engagement holds the key to a profitable and sustainable growth. Engaged customers -

[Read more...]

Call Center Awards

Call Center Awards by Navdeep Chandel

You have heard of the annual Grammy awards and the Oscars, but have you heard of the call center awards? There are a handful of companies that award call centers, managers, supervisors and front-line customer service representatives for world-class performance.

The most sought after contact center award is the Call Center of the Year award, but it is also the most difficult to obtain. Choice of contact center of the year is often based on many metrics including first call resolution, customer satisfaction, employee satisfaction and operational efficiency.

[Read more...]

Get Instant Access!

This report reveals call center performance techniques that many do not know!





Powered by Slide Pop-Up