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Lost Opportunities!

If you operate contact centers in different parts of the world make it easy for potential customers who may call a local office and find it closed to contact other offices if they want to. An example is when I called an airline to book a business trip from the UK to the US. It was 7pm on Sunday in the UK and I heard a message “Our offices are closed, call back between the hours of 7am – 6pm Monday to Friday or 10am-4pm Saturday and Sunday” That was it! – no web address mentioned for booking online, no other numbers available etc. I found their web address and contacted the US office, which was 5 hours behind and made my booking – most customers would probably just call another number.

Submit Tips


1. Always tell them when they do something wrong and never praise them when they do something right
2. Tell them what to do – never ask for their opinion
3. Criticize them in public
4. Expect them to be flexible when you are not
5. Cancel trainin... Read More...

September 19, 2021 5:00 AM
1. Rolling your eyes, ‘tutting’ etc. when they make a suggestion you don’t like
2. Telling them off for things that you still do as a Manager
3. Always rewarding the highest achievers – not the best improvers
4. Never saying thank you to staff
5.... Read More...

September 18, 2021 5:00 AM
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