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...
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...
Every second counts when you’re in the process of helping a customer, and here at FuseDesk, we’re fans of leaving the customer with a great impression of the company, from the moment your interaction begins, to the moment a support ticket is closed. Whether you’re on a call or just typing a customer support response Keep Reading...
We often focus on the customers in need, those who are having a problem, the squeaky wheels. But how often are we simply reaching out with unprecedented customer support, just to check in on those who are ultimately responsible for keeping us all gainfully employed? Sometimes a simple thank you email is the most influential Keep Reading...
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...
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...
Forrest Gump knew what he was talking about when he said life was like a box of chocolates. For customer support reps, some days on the job are like a rich truffle, while others are like those nasty drugstore fruit nougats. You may be nursing a killer headache, or falling asleep despite the 5-hour energy Keep Reading...
When you need directions, you head to your favorite online map site and find the shortest route from here to there. When you can’t remember the whoshisface actor in whatchamacallit movie, you head to the Internet Movie Database for a search. But when you need help with a specific product or service, you head to Keep Reading...
Little girls are made of sugar and spice; little boys of snips and snails (say what now?), but what are good customer support representatives made of? If you’ve been in the business awhile, you know that dedicated customer service and support reps are hard to come by. If your new hire isn’t a “people-person,” you’ll Keep Reading...
Some companies are really killing it in the world of customer support and satisfaction. Publicly striving to be the online service leader, retailer Zappos.com is well on their way. Their endeavors in the world of customer service are inspiring and we could all take a lesson from what they’ve achieved. Get’er Done ASAP One of Keep Reading...