The importance of listening to your customers.
Complaints, feedback, suggestions, ideas—customers communicate a lot of things to you. All you need to do is listen. But what exactly does it mean to listen to your customers, and, what happens...
How reachable should you be?
The answer to this question lies in one word: convenience. Not your convenience, but your customers’. You want it to be convenient for your customers to reach you, no matter how many or how few...
Dousing the Flames of Agent Burnout
Burnout drains away worker productivity and causes feelings of disillusion. It adversely impacts productivity and can pk-callout to higher rates of attrition. It’s insidious and apt...
Are you playing hard to get with your customers?
Every company wants to deliver a five-star experience to every customer. But often, despite trying hard, they don’t quite deliver. Sometimes support teams just fail to be available for...
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...
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,...