3 Reasons to Invest in a Call Center Coaching Program
By Joe McFadden
Call center coaching is the number one way a manager can improve a contact center employee’s performance.
Improving the Customer’s Experience and Loyalty: 4 Dynamic and Proven Steps
February 7, 2012 By 1 Comment
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...]
Why Good Customer Service Is Necessary and How to Attain It
September 19, 2011 By Leave a Comment
Why Good Customer Service Is Necessary and How to Attain It
By Tony Jacowski
In any successful business firm, the quest and commitment to a good client service starts from the company leaders. They must have the urge to not just fulfill the expectations of the client but also to go above and beyond in order to exceed them.
[Read more...]
Telephone Skills – Telephone Tips for a Positive Customer Experience
July 5, 2011 By Leave a Comment
While this article was written some time ago, many of Kate's tips are as valuable today as they were when written.
Telephone Skills – Telephone Tips for a Positive Customer Experience
By Kate Tammemagi
Every contact counts! This is even more important in these challenging times. It is really important that anyone answering a telephone call in our business is capable of ensuring a positive Customer Experience. To do this, they need to use Telephone Skills effectively, and have a good knowledge of telephone Best Practice.
Creating a Customer for Life: Simple Tips to Improve/Refresh Customer Service Skills
June 26, 2011 By Leave a Comment
Creating a Customer for Life: Simple Tips to Improve/Refresh Customer Service Skills
By Carla J Greve
Think back to the last time you got GREAT customer service. Not just a friendly rep who was nice to you, but someone who REALLY listened to your needs, and gave you the impression that they truly cared about you as a person and as a customer?
[Read more...]
Dealing With Customers – Tips on Phone Etiquette
June 17, 2011 By Leave a Comment
Dealing With Customers – Tips on Phone Etiquette
By John K Kavoi
The customer is the KING! That is the most acclaimed title that a customer enjoys in the face of any business practice. But why such a big title? A business will only survive in the ever increasing competitive business environment through the retention and growth of it's customer base. A lost customer is considered as the first step to a failed business because that can create an avalanche of uncontrollable customer exit.
Customer Service Excellence – Manage Angry and Abusive Callers
June 11, 2011 By 3 Comments
Customer Service Excellence – Manage Angry and Abusive Callers
By Grace Du Prie
When you work in a customer service role by telephone, you will get times when you will have to deal with angry and even abusive customers. You may feel like screaming at them or slamming down the phone. But this can’t be done!
[Read more...]
Defining the Role of a Customer Service Representative to Improve Customer Service Excellence
February 12, 2011 By Leave a Comment
Defining the Role of a Customer Service Representative to Improve Customer Service Excellence
By Kate Tammemagi
Every Company now appreciates the need for Customer service excellence, and the importance of this in achieving Customer loyalty. But how do you ensure that your Customer Service personnel will achieve excellence in every interaction with their Customers?
Customer Service In A Down Economy
January 10, 2011 By Leave a Comment
Customer Service In A Down Economy
By Thomas Stables
Hiring the right employees to interact with your clients and customers is every company's first step towards excellence. It is the fundamental HR solution for every company.
The downward spiral of the world economy over the past several years has brought attention to a critically important facet of any business, especially those in the US – customer service.
Effective Customer Service Skills
December 29, 2010 By 1 Comment
Effective Customer Service Skills
By John Zimmermann
Great customer service training is one key to achieving great success in a retail business or any business that has contact with the public. Often, training helps this very vital and necessary skill that teaches the worker how to deal with the public. Good customer service training is all about building relationships and relating with other people.
Using Incentives in the Workplace
October 6, 2010 By 1 Comment
Using Incentives in the Workplace
By Malcolm Carlaw
Incentives run the gamut from mouse pads to retirement savings. They can be extra compensation, paid time off, perks, and anything else aimed at getting agents motivated at your contact center and reducing turnover. The purpose of these incentives is to keep employees on a path of continuous improvement and to acknowledge them for their success.
Why You Need to Outsource Call Center Work By Mary Thomas
September 26, 2010 By 3 Comments
Why You Need to Outsource Call Center Work
By Mary Thomas
One of the best ways for a business to save money nowadays is to outsource call center work to offshore companies or individuals. Almost all kinds of companies, large and small, stand to benefit from outsourcing their inbound and outbound customer service functions.
Companies currently thrive in a highly competitive business environment. If you want to get ahead of your competitors then it is a must that your are always in touch with your customers.
