Customer Service Issues

Discussion about customer service and dealing with customers
Subject Author Created Views Posts
Capacity Planning Templates Claire Walton 6th Apr '17 9994 3
Making Notes on Customers Account Jane 23rd May '16 9415 5
Multi task Mohd 1st Aug '19 8249 2
Annualized attrition calculation Pratap 12th Aug '16 7269 2
Payment process Candice 5th Oct '21 5229 2
Dissatisfaction (DSAT) Analysis Navid 19th May '18 4928 2
Customer Care Mission Statements Michael 8th Jun '01 4750 11
Agent productivity Formula Hariharan 6th Mar '17 4341 6
script for verification calls charles 2nd Aug '16 2981 2
Goodwill gestures Joe 1st Nov '18 2555 4
Dealing with suicidal callers Paul 15th Mar '18 2511 3
Call Centre Pricing Cost per Call and Per Hour Oz 17th May '17 2374 2
Targets for Email AHT Nicky 9th May '17 2358 4
Propensity to call help Anon 24th May '17 2305 2
Airline chat support Ghie 15th Oct '20 2203 2
How long to stay on hold for a customer Nathanael 16th Oct '20 2177 2
Call Centre Development Business Plan tina 31st Jan '17 2052 4
Can the customer get a copy of the recorded conversation? irving 19th Mar '21 1994 2
Copy of a call I have made Trevor 7th Jan '18 1631 2
Corrective Action Plan VIctor 25th Nov '16 1552 2
Chat operations capacity planning Gnaneswar 15th Sep '16 1425 2
Behind on responding to new leads vikash 1st Feb '18 1254 2
4 pm Handover Issues Mohamed 26th Sep '19 1220 2
How to forecast Abandon rate with erlang Mike 19th Feb '17 1206 3
Assessment for Call Center managers? Nino 13th Dec '16 1166 5
Describe an experience when you had to deal with a difficult customer Charity 16th May '19 1015 2
Real Time Monitoring Team Anon 22nd Feb '17 977 5
How to measure schedule adherence without a WFM software ? Mike 1st Aug '16 964 6
How do you handle a diffcult customer? Sheley 29th Nov '07 867 28
Customer disservice Robert 16th Jul '02 865 9
Dealing with complaints effectively John 9th Nov '01 770 6
Handover 24/7 Johann 24th Feb '02 744 2
Longest queue in a contact centre - Is this a record? Mary 9th Dec '17 704 2
Customers want friendly formality from contact centres Neil 8th Jul '07 698 3
Customer Contact Experience Rishabh 16th Mar '20 561 2
Customer complaint - product did not arrive on time M v 11th Aug '20 552 2
Back to Back phone calls, Confusion and Complaints Rahmani 29th Jun '18 538 2
Do all calls to any council staff need to noted down? Ziba 23rd Nov '17 525 2
Addressing Callers by Name Jeff 23rd Jun '08 522 9
Capital Index Asking For 3rd Party information shyam 14th Apr '19 496 2
Dealing with the difficult caller John 3rd Sep '01 490 6
Should we answer calls, take details and promise to call back later? MN 16th Sep '18 484 4
Customer Service Metrics: Email Phill 13th Feb '02 478 12
Quality Parameter Sarju 21st May '18 476 3
Understanding enquiries Emma 4th Jan '18 472 2
High turnover rate of employment at call centers Mary 13th Oct '17 430 5
How are you handling/showing compassion to emotional callers during the COVID-19 pandemic? Kayla 31st Mar '20 428 2
Calls from Customers who are driving Shaun 9th Jan '20 427 2
How to Differentiate your Call Centers from Other Call Centers? Jason 31st Oct '16 424 4
How do you Handle Customer Complaints - Interview Question Clara 10th Mar '20 421 2
Call Handling Quality Measurements Helen 15th May '02 408 3
Access Permissions for Call Recording Manish 25th Feb '18 403 2
Customer Satisfaction measurements Vedula 18th May '01 378 36
New Customer Onboarding Program Husain 7th Feb '18 377 2
Customer satisfaction indices and 'soft' concepts John 7th Sep '01 353 2
Why do customers leave? Neil 25th Jul '06 351 12
TRANSFERRING CALLS DARRELL 19th Jun '02 350 7
How to Create a Visibility-Impact Matrix for outbound call center? Vishwa 20th May '16 344 2
Tips to improve Customer Satisfaction in Tech. Support Environment Jojo 18th Mar '03 342 4
How do I Overcome lack of confidence in my tone of voice BRYNLEY VELDSCHOEN 23rd May '16 336 2
Post Call Surveys Ann-Marie 21st Mar '07 333 6
Calculation of Staff Required Raju 21st Oct '16 332 3
Empowering Agents For Customer Satisfaction shane 18th May '01 324 4
Industry average figure for Service Level Timothy 17th May '16 323 2
Scripted Customer Satisfaction Surveys TROY 30th Jul '03 321 7
How to advance? Babu 8th Mar '04 321 2
Social Media Service Levels Richard 25th Feb '19 318 2
Complaint Management Bukola 6th Nov '03 306 10
Call Centre do they add value to a company naveed 16th Oct '03 301 3
Is Customer Service Delivery Dying ? Niels 14th Feb '02 294 20
Quality Monitoring Form - Ensuring the scores are not too subjective Kath 21st Jul '16 294 4
Unavailable /Wrap Time Ben 14th Sep '16 290 3
Inbound Vs Outbound Desmond 1st May '17 288 5
What is your view of Voice Of the Customer? Elad 8th Jan '09 286 26
Customer Service Guarentee Schemes Robert 5th Sep '01 270 6
How to promote good customer treatment amongst junior staff? John 2nd Feb '02 269 8
Customer satisfaction benchmarking Peter 15th Nov '02 268 4
Success? It's not found in your title. Graham 14th Feb '03 262 18
Call Centre attrition is it something that is to be accepted? naveed 16th Oct '03 261 4
Measuring Customer Satisfaction Brendon 14th Mar '02 259 4
Talk is Cheap - Enjoy Your Customer Jeff 17th Jun '08 256 3
Measuring Effect of Website Self-Service on Contact Centre Joe90 14th Sep '16 253 3
Getting to know your customers William 13th Aug '01 253 4
Motivating Your Agents Mike 5th Apr '17 247 3
Standard for customer satisfaction surveys Jane 5th Aug '03 245 4
What Advice Could You Give Me in Beginning Management? October 4th Apr '17 238 7
Talk is Cheap - Confidence Game Jeff 11th Aug '08 212 3
Is it recommended to call record your credit control function Lorraine 2nd May '19 174 2