Articles about customer service
Top customer service strategies – No. 3 Recognise the importance of customer loyalty
Continuing with our series of looking at the Top 10 Customer Service Strategies, this month, Paul Cooper recognises the importance of customer loyalty.
(Read more...)Top customer service strategies – No. 2 Happy Staff = Happy Customers
In the customer service game, retaining staff and keeping them happy is key to success.
(Read more...)Listen to what your callers are telling you
If you start listening to calls, you really get a lot of information on what your callers are telling you.
One of my favourite is to put a batch of calls onto your iPod or onto the CD in your car, and listen to them on the way home.
They give you some very good indicators of [...]
7 ways to simplify how our customers deal with us
Reducing customer effort seems to be all the rage these days. So how can our customer service interactions be simplified?
Read on to find out seven ways to simplify customer service.
The top 10 customer service strategies
Here are the top 10 things that we can do to give our organisations a great reputation for service excellence. Over the next months we will then look at each one in detail to support the actions you are taking in your organisation to excel in this vital area.
(Read more...)How contact centres use email
Email seems to be the great contact centre taboo. Everyone is doing it, but no one is talking about it.
We recently carried out a survey to see how people were using email in the contact centre and we asked James Barnes to analyse the findings.
Customer service – the disconnect between spin and reality
Want to understand why customer service doesn’t get better? Paul Cooper highlights a key disconnect.
(Read more...)Training Cheat Sheet – Effective Questioning
This week we launch the second cheat sheet in the series of downloadable training materials on Effective Questioning Techniques.
(Read more...)Reward for service, not sales
Too many contact centres reward performance for sales and don’t reward for good customer service, but it doesn’t have to be this way. Paul Cooper shares his thoughts…
(Read more...)How to survive and prosper in a multilingual contact centre
Luke Turner shares with us the trials and tribulations of working in a multilingual contact centre.
(Read more...)Forum posts about customer service
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- The Top 25 positive words and phrases
- Incentive schemes that work
- Motivational Games
- Five phrases a Call Centre Manager should never use
- How do I - manage negativity to change?
- Practical tips for effective questioning techniques
- Top tips for building rapport on the telephone
- Top 5 ways to improve attrition in your contact centre
- Top tips for increasing telesales conversions
- How to improve empathy in the call centre
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- pmdikola on Buiding relationship between QAM Team and Call Centre Agents
- kga1978 on Hanging up on abusive customers
- callcenterbrikkz on Introduce yourself
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