10 Tips to Successfully Outsource Customer Service
I’m not saying that companies should outsource their customer service operations. But, we have to admit that some do and will continue to do so. Furthermore, in some cases it may actually be a good idea when done right. I worked for a number of years managing customer service teams for a large multinational outsourcer. Based [...]
Do You Make These Mistakes When Looking for Customer Feedback?
So, you’re the president, CEO or an executive in your company. You probably wonder now and again what your customers are thinking. Maybe you’d like to know what your customers want… I sure hope you do! How else can you lead the company if you don’t have a clue about what your customers want and [...]
Smiling – Not Just for Customer Service
Good morning! I’m back after an extended absence due to a huge project at work. On with this post. We all know (or should) how important a smile is in customer service. We can even hear a smile over the phone. But smiling is also great for you and your colleagues! In the workplace I [...]
What do My Customers Want?
I’m sure that you’ve heard it, maybe even said it. What do my customers want? Sadly, it’s a refrain that I hear often. I hear it from sales, support, professional services, finance, management, entrpreneurs… People feel like they’re doing everything for their customers. But, they’re frustrated when they find out that those same customers are [...]
Do You Make Assumptions?
Well, I’m back. The last six weeks have been very interesting and I did a lot of work on a specific customer account along with some projects that were/are heating up. As you may already know, my primary role is as a Client Satisfaction Manager. I handle complaints and escalations from customers, listen to them, establish [...]
