Making Sure Your Service is Easy

Over the years, we've talked a lot about ensuring that it is easy for your customers to reach you and to interact with you.  From prominently displaying multiple channels through which to contact you on your website, to logical phone trees (or live operators), to clearly developed FAQ's that are easy to find on your Keep Reading...

Prepare for the Holidays in 5 Simple Ways

[fusion_builder_container hundred_percent="yes" overflow="visible"][fusion_builder_row][fusion_builder_column type="1_1" background_position="left top" background_color="" border_size="" border_color="" border_style="solid" spacing="yes" background_image="" background_repeat="no-repeat" padding="" margin_top="0px" margin_bottom="0px" class="" id="" animation_type="" animation_speed="0.3" animation_direction="left" hide_on_mobile="no" center_content="no" min_height="none"] Photo by NYPhotographic A chill may be in the air, but sales are about to heat up as the holiday season explodes at the start of November.  Everyone in customer Keep Reading...

But I Could Never Go Viral

We've all seen them: the stories of outstanding customer service that hit social media and suddenly grow to an audience of epic proportions.  It's fantastic and it's fun, but it seems unattainable.  The customer service equivalent of hitting the lottery.  And we may blame our heretofore lack of viral-worthy opportunities on our perception that our Keep Reading...

5 Easy Ways to Be Your Best

Customer service is not that different than other areas of our lives: it's more fun when we are energized and feeling like our best selves.  Our customers feel that energy and enjoyment from us and it becomes contagious, energizing them and making them feel happier for having interacted with us.  But how do you keep Keep Reading...

I Stepped into Customer Service and Here’s What Happened

As our businesses grow, our attention gets pulled to new areas. Company growth, product offerings, partnerships, behind the scenes housekeeping... it all eats into the time we originally spent on the front lines, interacting with our customers, solving their problems, and answering their questions. I recently realized how very long it had been since I Keep Reading...

3 Pet Peeves of the Call Center Customer

[fusion_builder_container hundred_percent="yes" overflow="visible"][fusion_builder_row][fusion_builder_column type="1_1" background_position="left top" background_color="" border_size="" border_color="" border_style="solid" spacing="yes" background_image="" background_repeat="no-repeat" padding="" margin_top="0px" margin_bottom="0px" class="" id="" animation_type="" animation_speed="0.3" animation_direction="left" hide_on_mobile="no" center_content="no" min_height="none"] Source: Todd Ehlers "Press 5,483 if you’re calling for customer service" Whether you get the runaround by having to wade through endless options before finally hearing the prompt matching your Keep Reading...

You Failed

You don’t want to hear those words when you’re taking your very first driver’s test. You don’t want to hear them when you’re presenting your thesis, getting a smog check or awaiting blood test results. And you sure as heck don’t want to hear them after calling a customer support line and requesting help. However, Keep Reading...

Mind Readers

Sure, Miss Cleo could always tell who was a Libra and who was pregnant just by talking to them on the phone, and that guy on America’s Got Talent knew what each judge was drawing even while blindfolded, but your customers aren’t mind readers. Contrary to popular belief, they haven’t taken time out of their Keep Reading...

The Language of Success

Studies have shown that some words have a greater effect on people than others. Just as “free” and “sale” entice consumers to buy, there are key words and phrases that we as customer support professionals can sprinkle into our calls and online help desk responses to make customers feel as warm and cozy as they Keep Reading...