Bridge the gaps to your ideal customer conversation.
“Please hold the line. A customer service rep will be with you in a moment. Thank you for your patience.”
And there it starts.
This is Minute Zero, and the clock is now ticking for the...
Meet higher expectations with better hires.
As a business, it’s worth thinking about what you do beyond just selling your customers an amazing product. Taking a granular look at things, you notice that it’s your agents who...
Right or wrong; to rude customers, with respect.
A couple of months ago, I was eating at a popular fast food joint, during the lunch rush. A commotion at the billing counter turned out to be a furious customer, yelling at the cashier. What happened,...
Be there or be square!
A guide to being more available for your customers.
How do you ensure that you’re available for every customer, every time? You can open up all the channels you want, and encourage...
Training right to prevent train-wrecks.
To paraphrase Malcolm Gladwell, getting good is a 10,000-hour thing. Nobody becomes a professional by chance. The best in the business got there with...