Effective quality monitoring is essential to running a successful call center. For call center managers and professionals maintaining high standards ensures customer satisfactio and strengthens team performance..
Businesses are continuously on the lookout for innovative approaches to enhance their customer outreach and engagement strategies. However, one essential element of communication often goes unnoticed..
Without proper customer relationship management, a company can attract lots of negative customer reviews. This short guide covers some ways of improving customer relationship management with phone calls..
Acquiring new customers takes a lot of time, money, and effort. So, you can imagine how devastating it is when a phone call causes you to lose business. Learn more in this article..
There are a lot of things that go into making a successful call center. One of the most important, but often overlooked, aspects of a call center is the use of the phonetic alphabet. Read on to learn more..
According to a recent survey, 78 percent of customers say that competent customer service reps are critical in creating a satisfactory interaction. Here the strategies you can use to improve your call handling..
Customer service expert Jeff Mowatt has created a list of Top 10 telephone turnoffs to avoid – or risk alienating your colleagues and clients.
Without a doubt one of the most important skills in business is the ability to communicate with customers by telephone. Here are 12 ways to provide better customer service by phone..
Bryan Horn examines the state of customer service today and provides three ways to reduce customer frustration and promote positive outcomes..
Fergal McGovern, CEO of VisibleThread explains why communicating in plain language results in less customer confusion, reduced workload and a stronger customer experience..
Find out if your telephone customer service is winning or losing customers by making a “mystery call”..
Whoever answers your phone represents the entire organization and its philosophy about customer service. Phone courtesy needs to be rule # 1..
Shep Hyken reflects on an unpleasant customer experience and provides some important lessons on how not to treat your customers..
Telephone etiquette is a critical ingredient to making a positive first impression. Here’s what your employees need to know..
Research has shown that 80% of customers want to be welcomed with a friendly greeting. Here are 10 examples of customer service greetings you can use or adapt to your own style..
Shep Hyken looks at some of the most common words and phrases that are guaranteed to get customers rattled..
You may have great products but you can still have customer service problems caused by equipment failures or human error. While you can’t control external events, you can control what you say to upset customers..
It happens all of the time. A customer makes some kind of special request. It’s not that it is all that special. It’s just not the norm. And, the first response from the employee is, “We can’t do that.”
Are you rewarding your team only for speedy transactions, or are they also being rewarded for building relationships? Learn how the little things you say or don’t say can either help you keep or lose a customer..