Mining for Reps

We can keep saying it till our vocal chords collapse, but it’s exceedingly important that your customer support representatives are knowledgeable in the products and services with which they’ll be assisting customers.  But extensive training, email templates and basic phone scripts aside, there’s another way to go about finding reps that will swoop in and 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...

Turning Transactions into Relationships

Few things instill fear and dread more in people than having to contact their credit card company’s customer service department.  Whether it’s a billing issue, a lost card or an impending cancellation, many customers procrastinate initiating the inevitably unpleasant conversation that follows. However, one company has completely revamped its customer service program, and what used Keep Reading...

Handling Stress on the Job

Recently, there have been a lot of companies under fire because of immature or burned-out employees insulting their customers. I'm sure you've heard some of the stories and they're really not worth repeating. When you're in front of a computer or a telephone, you're in the position of power, but as Peter Parker's uncle once said, Keep Reading...

Don't Drop the Ball

When you’re managing an online help desk, it can sometimes feel like you’re a broken record, especially if your company has strict language that you must use when responding to customers, a la “Thank you for contacting 1-800-Support-a-Customer.  We appreciate your business…” But no matter how tedious writing customer support responses becomes, there’s one thing Keep Reading...