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Personality Matters: 3 Traits for Call Center Agents
Call centers have consistently high turnover rates. Turnover rates as high as 20 percent are considered “low,” and some call centers even have the distinction of achieving 100 percent turnover. It’s not hard to see why: The…
How Easy is It to Do Business with You?
Do you how know easy (or difficult) it is for your customers to do business with your SMB (small-medium business) or nonprofit? If you’re not sure, I suggest you find out. Why am I asking…
4 Reasons to Love Complaints
We all know that one person who loves to complain. It feels as though they always have something negative to say about the food, or the service, or whatever they deem sub-par that evening.
The Weakest Link of Customer Service
Some of us remember the lady in the long black trench coat who hosted the short lived but interesting television program called ‘The Weakest Link.’ A recent service experience made me think of the title of this show.
Not Saying “No” to a Customer
One of the hardest things to do is tell a customer they cannot have what they are requesting. Simply saying “no” sends the message that you are unwilling to listen or help. It ends the conversation and leaves the customer feeling angry that their concerns are not being heard and their desires will not be met.
6 Golden Rules for Handling Customer Complaints
Most employees hate complaints. They don’t like having to deal with customers who call or visit their store or office with a complaint. What they don’t understand is that a complaint is actually a positive thing. You can’t always meet every customer’s expectations.
Dealing with an Upset Customer
What do you do, if you get a call, e-mail or find out in conversation one of your employees has given poor customer service? Apologize for the issue and promise to look into it?
10 Customer Service Principles Every Employee Must Know
Even employees who never deal with the public must exhibit good customer service skills. How employees treat each other is the harbinger of how the organization will treat the public.
3 Dumb Things You Should Never Say to a Complaining Customer
Let’s be honest. It’s tough to hold yourself together when a customer is upset and complaining. There’s a natural tendency to get defensive and say things on the spur of the moment.
Decrease Churn by Improving Your Customer Retention
According to Bain & Company, keeping an existing customer is six to seven times cheaper than acquiring a new one. Getting new customers takes time, effort, and most importantly, money.
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