Tag: customers

Are Your Managers Trained for an Escalation Scenario?

There are two key functions of managers in the call center: One is keeping operations running smoothly day to day, and the other is addressing issues that arise that can’t be resolved by interactions with a standard customer service agent. It’s important that executives ask: Are your managers sufficiently trained for an escalation scenario? Here […]

3 Steps to Effective Facebook Ads

Facebook advertising can be a great tool to reach new audiences. By investing a little extra time in your ad strategy, you can kick your ads up a notch for even greater impact.

How to Cool Down Angry Customers

No matter how great your customer service may be, chances are you’ll eventually encounter an angry customer. But how can you talk angry customers off the ledge without losing their business?

4 Tips for Contact Center Agents Handling Difficult Calls

Angry customer service calls aren’t good for your brand, but they’re not good for your employees either. Providing the right support for contact center agents can help ensure your customers are having a positive experience, even when they are frustrated or having issues with your brand. Here are four tips to make it easier for […]

dog on the phone customer service

3 Lessons in Effective Customer Service—From Your Dog

I recently had the opportunity to attend a private meeting with the heads of call centers from several Fortune 500 companies. Whether these organizations were in technology or health care, there was a common theme: Customer expectations are on the rise, and your frontline command center is often your call center.

Publicize You’ve Gone Green

Yesterday we discussed “greenwashing,” which means a company making specious claims regarding its environmental practices. Fortunately, consumers quickly became wary of such claims as “all natural” and “new green packaging,” and the practice has waned in recent years. Yet, greenwashing did leave a bad taste for many, causing those companies that truly do employ green […]