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Be Prepared!

I called an internet services provider to check some information. My call was picked up at 8.58am by an agent who told me to call back in 2 minutes as their systems were not operational yet – they start at exactly 9.00am. OK I thought to myself, I will call back in 2 minutes but why do they answer the phones if they are not prepared to help me? Make sure everything is ready for when the phone starts ringing!

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TIPS

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...
September 24, 2020 5:00 AM
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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...
September 23, 2020 5:00 AM
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Upcoming Events

Join professionals in the CX and contact center world at our online Expo, part of the 15th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices event.

Attending the EXPO is FREE to any member of our association and you can me... Read More...
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