The Customer Service Vision Statement
I know what you may be thinking. Yet another meaningless corporate rah-rah statement that will be forgotten in a week!? I’m with you. Two...
20 Empathy Statements to Show Stressed-Out Customers That You Care
These are difficult times, and our anxious customers need us more than ever. Some of them need help with a simple task, like: “How...
4 Characteristics of Best-in-Class Contact Centers
What does it take to deliver standout customer service? It’s a question on the minds of many business leaders since customer experience trumps price...
Data-Driven Advice for Providing Excellent Customer Service
What qualifies an excellent customer service experience? We are all consumers who need a little help once in a while, so you would think...
Quick Tip: One Word That Infuriates Customers (and You Use It Everyday)
Are your agents saying the right thing? If you are like most call center leaders, quality assurance requires a lot of your attention and...
How to Prepare for 5 Customer Service Trends in 2019
As organizations plan for success in 2019, emerging trends will influence how customer service is delivered. The evolving landscape will drive changes in how...
In Unusual Times, Replace the Usual Customer Service Phrases
On a typical day, most customers will understand what you mean even if you use less-than-graceful words when you speak or write. For example,...
Reducing Customer Service Friction
It has been months since the COVID-19 crisis suddenly shifted entire frontline teams home to work. Customer service operations in the hardest-hit industries are...
The Road to Hell Is Paved with Good Intentions
My mother had a lot of children… 10 to be exact. She had multiple means of teaching this brood of children acceptable social behaviors....
How to Handle Post-Holiday Returns & Cancellations
January is the toughest time of the year to be a new agent. Early in my career, I worked at a mobile phone company...
Adding Fuel to the Fire
The idiom “add fuel to the fire” dates back to Roman times. The expression, as defined by the American Dictionary of Idioms, means to...
Don’t Push My Buttons
It provides a sense of threat… that there is an “or else” at the end of that command! We live in a world where...
Q&A with the Customer Service Summit’s Jasmine Kees
The 9th Annual Customer Service Summit will take place on October 23rd & 24th at the Brooklyn Bridge Marriott in New York City. We...
Handling Irate Customers in the Financial Services Industry
“How dare you call my employer to confirm my job status!”
“The mortgage broker said my house was worth more than you think!”
“My credit rating...
Top 5 Posts in October
Throughout October, our readers explored a variety of the most pressing topics facing our centers. Our authors discussed whether our agents should continue to...
Top 5 Posts in September
Welcome to the top 5 blog posts in September! As the start of October will ring in Customer Service Week, it is only fitting...
Top 5 Posts in August
We kick off our top 5 blog posts this month with a top 5 favorite, "20 Empathy Statements to Show Stressed-Out Customers That You...
Top 5 Posts in July
This month, our readers have been interested in insights and recommendations on how best to lead and coach our hybrid teams. They have also...
Top 5 Posts in June
Our top 5 blog posts in June carry a similar theme from May with a continued focus on our people; our customers, agents, and...
Top 5 Posts in April
Our top blog posts in April share a common theme with those from March. Our readers continue to focus on how to move forward...
