The Three C’s to Training your Agents Effectively
Does training your agents effectively get you happy customers? Successful companies seem to believe so. From conglomerates to startups, the businesses that rake in profits take customer...
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A quick fix to timing your temporary solutions right.
Makeshift, stopgap, salvage, life hack, workaround—call it what you will, but every day, you need to come up with temporary fixes for some problems to carry on. It’s a bit more rampant than you...
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...