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...

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...