Call Center Industry News and Tips
Front-Line Customer Service People Can Present Your Business With Pizazz: Three Tips + a Bonus
By Cher Holton
No matter how much new technology exists, customers are still customers, and they have emotions that can easily be tapped, for better or worse! You can have all the best products, and provide exceptional after-purchase service — but it is all lost if you never get the opportunity to make the sale!
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Dealing With Irate Callers
By Hazel Rabor
So how exactly do you keep your cool when handling an angry caller and successfully pull strings to make him or her feel the reverse of what he or she was initially feeling?
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Insurance Industry – Increase Sales and Retention From Your Customer Service Team
By Kate Tammemagi
The insurance marketplace is highly competitive, with internet buying, increased insurance claims and tighter margins. Most insurance brokers and insurance companies are searching for that winning edge, but frequently miss the full potential offered when customers ring in to the organisation.
Telephone Skills Training – The Structure of an Effective Telephone Call
By Kate Tammemagi
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
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.
By Malcolm Carlaw
"How many times do I have to tell you guys about this? Everyone who works at your company is so backwards. Seriously, you can't even get my name spelled right! What a bunch of idiots!"
Are you sitting up a little straighter in your chair? Are you thinking this call is not going to be a whole lot of fun? Well, don't let this caller's outburst blow your hat off.
Top Ten Telephone Basics
By Shep Hyken
This article is not just for the front line people who deal directly with customers. All of this information is applicable to everyone, from a receptionist to a warehouse manager to a CEO. Having good telephone skills helps build stronger relationships with everyone! Whether the call is incoming or outbound, the following can be applied to virtually every call.
Building a Strong Customer Service Team – The Six Attitudes That Create Outstanding Service
By Cary Cavitt
In the final analysis, great service teams are a direct result of projecting the right attitudes toward the customer. Every management team who understands this will consistently provide an exceptional service experience to their customers. This is because when everything is said and done, the only real memory that customers will take with them is how they were treated by the people who had served them.
Let's briefly look at the six essential attitudes and how they affect the perception that others will have of our service:
How Not To Become A Customer Care Professional
So many ways are opened for people to make money and stay on top. People learn to sing good music, act scripts in films, work as consultants and labourers, etc. People who take to writing books and others legitimate works are not left out. All these things are done simply to keep body and soul together, earn some cash or get to the place of one's dream.
Dealing With Negative Customers & Remaining Up-Beat
By John Eric Jacobsen
It's no secret that dealing with the public can be a very challenging job. Unhappy or dissatisfied customers can ruin your entire day and create large amounts of unnecessary stress.
Unfortunately, there is no magic formula to please every single person all of the time. However, there are several things you can do to help keep yourself upbeat and positive while you're swimming in a sea of negativity. I teach my students in all of my seminars that the employee who can keep their mouth closed is the employee who stays employed.
Good-Natured Competition at Work
By Malcolm Carlaw
Contests can be a powerful energizer in the business environment. They give employees a break from the daily work routine, they rally them around a universal goal, and they introduce some good-natured competition to jump-start productivity. If contests aren't well thought out before their implementation, however, they can end up frustrating employees-just the opposite of what they're intended to do.
