Call Center Industry News and Tips
10 Proven Ways for Dealing With Angry Customers
By Myron Curry
One of the most difficult situations an employee will encounter is an angry customer. The human emotional response can and often tries to kick in resulting in an escalation of the customer’s ire coupled with the employee becoming enraged as well.
How to Motivate Your Customer Service Team
By Ilse J Strauss
Small Business and Customer Service has become synonymous with taking an order with a smile.
It makes you wonder what happened to the Training Manual you received as a Small Business owner when you were taught the logistics of great customer service, the culture you need to advocate and how to translate that into your business. [Read more...]
Customer Service – Don’t Let Other Departments Use Your CSRs
By Lori Miller
When I assess a department or call center, I ask the employees to take a short personality test which focuses on the concept of team. [Read more...]
WOW Communication Is Clear, Consistent – And There!
By: Sandy Geroux
Clear communication is great; consistent communication is better… and sometimes it’s a WOW just to receive any communication at all! [Read more...]
Why Customers Prefer a Live Chat Service
By Glazel Pett Espejon
Nowadays, excellent customer service has been the defining facet in business in increasing customer base and attaining customer retention. [Read more...]
Improving the Customer’s Experience and Loyalty: 4 Dynamic and Proven Steps
by Rick A Conlow
Who hasn’t been served by a crabby customer service representative lately? It’s almost as if we expect lousy service and so we do little about it. Research shows that 82% of the reasons customers leave is because of discourteous rude employees and the inept handling of problems. What can a company do today to begin to change this?
Companies today have customer loyalty issues because their employees don’t like their jobs. Too many employees are treated poorly and aren’t trained effectively. [Read more...]
What Is Call Resolution?
By Sarah Shore
First call resolution is one of the most important metrics for a customer service department.
Customer Service – One Critical Step to Get Employees on Board!
By Meridith Powell
My work as a business coach and sales and service speaker has me traveling quite a bit. I often have to run errands and take care of family business while on the road. [Read more...]
Tools For Customer Service
By Boby Hermez
There are many innovative Web-related tools to enhance customer service and Customer Relationship Management (CRM). Here are the major ones: [Read more...]
Customer Service On The Web
By Boby Hermez
Customer service on the Web can take many forms, such as answering customer inquiries, providing search and comparison capabilities, providing technical information to customers, allowing customers to track order status, and of course allowing customers to place an online order. [Read more...]
Providing Quality Customer Service – How to Deal With Complaints
By Keith Barreto
It’s probably the ultimate achievement for a customer service representative to take a customer who is complaining and end with them sending a written compliment. [Read more...]
10 Call Answering Tips for Outstanding Service
By Elizabeth L. Robinson
There aren’t many jobs out there where phone answering skills are moot. From service techs to attorneys, phone etiquette sets the tone for your entire business.
[Read more...]
