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It is important to have some fun in your business and implement some “play” in everyday. -Katharine D’amico, USA

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When I complained to an airline about poor service I sent an e-mail because I wanted a record of my comments and also a response back fairly quickly – it wasn’t necessary for me to get an immediate response. So I waited a day or so and when I heard n... Read More...
January 19, 2022
Train your agents to be sensitive to customers who are unhappy about an action or promise on your organisations part that was not fulfilled. In our experience sometimes an agent, if not presented with all the facts on screen, can dispute vigorously p... Read More...
January 18, 2022
When employing speech recognition in self service applications, as with IVR offer an opportunity for the caller to speak to an operator/agent if they need to. Otherwise it can be frustrating if a caller is trying to get information or reach an extens... Read More...
January 17, 2022
Segmentation of your customer base can help you know your best customers, but beware, your best customers may be those you think are the worst!. For example, if you are a credit card company and have one customer who maybe a Platinum card holder who ... Read More...
January 16, 2022
I received a phone call from a customer services rep of a major airline following my compliant about the way my complaint was handled. At the end of the conversation there were still some outstanding actions so I asked for a phone call. The rep said ... Read More...
January 15, 2022
I had to contact a finance company regarding a change of address. The person I spoke to amended one of the two accounts I had over the phone but refused to help with the other as I did not have my 16 digit reference number to hand. I asked if she cou... Read More...
January 14, 2022
When a customer complains to you, the very least you should do is acknowledge the complaint and set their expectations as to when you will reply. If the complaint is about a critical service i.e. telephone, credit card, etc. then your company should ... Read More...
January 13, 2022
Remember, although there have been many enhancements in technology and new access channels for customer to contact your company, the agent still plays a key role in making or breaking the customer relationship. It is therefore vital to make sure you ... Read More...
January 12, 2022
When you send your customers any correspondence that excludes the name of the sender, what does the customer think? Probably they will think ‘Does this company really care about me?’ By avoiding names, the company is probably telling you they don’t w... Read More...
January 11, 2022
When I call a company and am told I need to speak to another department on a different number, I expect that department to be open the same hours as the one I first contacted. If it’s not, I expect the center that is open to be able to deal with some... Read More...
January 10, 2022
If you offer customers an e-mail response channel, check with a good sample of customers what their expectations are for a reply. You may be very surprised what customers want these days! – We will shortly be publishing the results of our survey whic... Read More...
January 9, 2022
If you, like many other companies, are trying to direct users to self service applications on the web, such as car reservations, holiday bookings, etc., and you offer better deals on the web, make sure the process for making bookings this way is easy... Read More...
January 8, 2022
I have lost count of the times agents/reps have said to me that the systems designed by the IT dept. are not user friendly. One of the best ways to illustrate this to the IT dept is to have them periodically sit by some agents and watch how they use ... Read More...
January 7, 2022
Sometimes when we are faced with a major problem in our center it is easy to think of a quick fix solution. However some quick fixes can have damaging long-term effects we may not be aware of. So next time you have a problem that is potentially major... Read More...
January 6, 2022
Today, I received a huge e-mail with hundreds of ‘net’ offers from my frequent flyer carrier. Unfortunately they fail to recognise that, despite many transatlantic trips I make, I live in the UK and all my travel is from the UK to North America and b... Read More...
January 5, 2022
In your center whenever you can, have some fun. Create an environment where people smile and enjoy their work without compromising quality and service. Celebrate whenever you can – birthdays, anniversaries, new starters, promotions, achieving new tar... Read More...
January 4, 2022
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We are proud to announce the winners of The 2022 '17th Annual' Global Top Ranking Performers Awards, The World's Most Prestigious Awards in the industry! Read More...

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