Making it personal is good!
I went to get a cup of coffee at a local coffee shop called Brew Room and was greeted by an elderly man with a pleasant smile. He owned the shop and was also the...
Skills your agents need to stay ahead of the customer service game.
Every customer interaction is unique. Some are polite. Others are inquisitive. They can even be a little demanding. But no matter the type, each customer is special to your...
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...
Gamification in Customer Service and How to do it Right
If running your business were as easy as playing a game, you might find that you and your workers are more engaged, less tired, and that overall, your work doesn’t feel like...
Build ways, not walls.
Human beings make choices every day. What to wear, where to go, eat or skip breakfast, to quit smoking or not and so on. We may not like them, we may not choose the right options, but without choices,...
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...