When You Get off on the Wrong Foot

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...

When You Are the Customer

Do you approach customer service moments in your own life differently than you did prior to it being a part of your professional life? I realized that my initial feelings about having to call a company’s hotline have not changed, but my sensitivity to the quality of service is vastly heightened. [fusion_builder_container hundred_percent="yes" overflow="visible"][fusion_builder_row][fusion_builder_column type="1_1" Keep Reading...

5 Characteristics of the Best Representatives

Hiring an outstanding customer service team is the first step to providing legendary customer service.  However, the hiring process is also one of the most challenging aspects of business.  Here are 5 characteristics to look for when meeting with your candidates. 1. Friendly It might go without saying, but a customer service representative should be 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...