Given the current news cycle with United Airlines, it seems apropos to revisit the topic of customer relationships and crisis management. Our companies are unlikely to be as large or newsworthy as United Airlines, but any and all companies are at risk for customer-facing events that can quickly snowball into public relations disasters if not Keep Reading...
In life, and especially in customer service, we’re bound to encounter people who are generally difficult to deal with and can’t easily be placated. Having a customer service issue only compounds this fact and can make our job that much harder, but only if we let it. Here are 5 simple ways to handle these Keep Reading...
If at first you don’t succeed, try, try again.” —Thomas H. Palmer In customer service calls, it is not infrequent for a customer to begin their call already upset by anything from a previous unsatisfactory attempt at resolving their issue, to dissatisfaction over the hold time, to a misstep on your part in the beginning Keep Reading...
Working in customer service often means dealing with angry people. Unfortunately, these angry customers will often direct their anger at you, personally. Burn out from the stress of this constant exposure to anger is very common in our industry, but there are steps you can take to inoculate yourself from the stress and strain of Keep Reading...
