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 [...]
Follow Up for Excellent Customer Service
As some of you know, I work as a Client Satisfaction Manager for a B2B software company. This means that I spend my days handling complaints/escalations, getting customer issues resolved, fixing broken processes and coaching/training staff. Before that, I spent well over a decade at different levels of support organisations. What have I learned about [...]
Speak Like a Human to Enhance Customer Service
I was browsing Delicious for interesting content using the ‘customerservice‘ tag and came across this excellent article. (Thanks to briangryth for tagging.) “My Challenge to you: only speak like a human at work” on the Telegraph. Like any valuable relationship, the ones we have in business hinge on trust. And trust depends on openness, respect [...]
