Articles about empathy

This week we launch the final cheat sheet in the series of downloadable training materials on Emotional Intelligence.    

While on-hold music has the potential to soothe, calm and appease prospective complainants, it also has the power to irritate callers to the point of tears.
Minimise the chances of unnecessary exacerbation by avoiding these seven inappropriate music on-hold tracks….

Are your scripts switching off your customers?
Scripts can be an easy way to ensure agents say the right thing at the right time. But they could also be switching your customers off. If your scripts are guilty of any of the seven deadly sins below, it could be time for a rewrite.

While eliminating customer annoyances may not double your client base overnight, it will help to secure your customers’ confidence in your abilities as a reliable, efficient service provider.
The following are the ten annoyances most likely to prevent your customers from returning to you for future business.
Avoid them like the plague.

Paul Cooper argues that we can all learn a lot from a trip down at the local market, especially when it comes to customer service.

Increasing competition, rising customer expectations, and an uncertain economy have created an even greater need to strengthen customer relationships and maximise customer retention. Here are some expert tips on improving customer retention and ensuring loyalty.

To script or not to script?  That is the question…
In this article Stella Jones explores the best time and the best ways to use call scripting.

Dealing with customer complaints effectively can improve customer retention and help your company gain a reputation for providing good service. Our panel of experts shares their top tips to ensure complaints don’t turn into disasters.

The most popular view is that the more loyal a customer is, the better.  But is this really true?
Richard Snow investigates.

We all know what good service feels like when we get it. Sadly we also know how bad service feels.
From a contact centre perspective good service is relatively easy to do. Carolyn Blunt explores three key areas.