Customer Service

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,...

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...

These are difficult times, and our anxious customers need us more than ever. Some of them need help with a simple task, like: “How...

The 9th Annual Customer Service Summit will take place on October 23rd & 24th at the Brooklyn Bridge Marriott in New York City. We...

“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...

As organizations plan for success in 2019, emerging trends will influence how customer service is delivered. The evolving landscape will drive changes in how...

The idiom “add fuel to the fire” dates back to Roman times. The expression, as defined by the American Dictionary of Idioms, means to...

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...

What qualifies an excellent customer service experience? We are all consumers who need a little help once in a while, so you would think...

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...

January is the toughest time of the year to be a new agent. Early in my career, I worked at a mobile phone company...

Are your agents saying the right thing? If you are like most call center leaders, quality assurance requires a lot of your attention and...

My mother had a lot of children… 10 to be exact. She had multiple means of teaching this brood of children acceptable social behaviors....

It provides a sense of threat… that there is an “or else” at the end of that command! We live in a world where...