Customer Service

Fact: Every time the phone rings, your business has the opportunity to either make money or lose it. Fact: If placed on hold, most customers hang up. Fact: If sent to voicemail, most customers won’t leave a message. Fact: Unanswered calls and calls placed on hold cost your business a lot of money.   Failed

What skills and training does it require to work in a call center, and what is it really like? What is a typical day like? It’s just taking calls, right? Wrong. There is much more involved in running a call center than you might think. There are the customer service representatives who take the calls,

In many professions, it may seem like employee burnout is inevitable, especially in customer service, where representatives deal directly with customers day in and day out. Here are 3 tips to help you prevent employee burnout, or deal with it when it occurs. 1. Keep Things Clear Make sure every employee understands exactly what is

For most businesses, improving the customer experience is a top priority. Given the constant change in customer service trends, here are 5 to watch for in 2017. 1. Self-Service These days, most customers want the ability to manage problems on their own without having to call a customer service representative. Be on the lookout for

Customer service representatives are on the front lines of your business, in direct contact with your customers every day. Here are 5 mistakes customer service reps tend to make that will, unfortunately, drive away your customers. 1. Not Listening to Customers Everyone wants to feel valued, and listening to your customers’ needs will do just

Customer retention is one of the most critical parts of running a reputable, successful business. Not only does customer retention play a valuable role in boosting revenue and building brand recognition, but it’s also key in ensuring your business continues to thrive well into the future. With these key customer retention strategies, you can determine

Whether you’re answering calls for a retail business, or you’re operating a call center, phone etiquette is an important part of customer service. Customers are often frustrated or unhappy when they call in (or frustrated about calling in), so being prepared to leave a positive impression on them is imperative. And while it may seem

If you’ve ever made a call to a business and been answered by a robot, you’ve probably talked to an I.V.R. These automation tools answer phones and handle simple tasks so that operators or customer service professionals don’t have to. The name refers to how the program can dynamically (or semi-dynamically) respond to input from

Customer satisfaction surveys can be an extremely important and useful tool to help you understand the behaviors and attitudes of your consumers. By shedding light on how customers assess your products, services, employees, and the overall experience of doing business with you, you can find new ways to meet customer needs, optimize your marketing strategies,

These days, quality customer service is often what sets a company apart from its competitors. No one is willing to put up with poor customer service when there’s another company two miles up the road that offers the same service. Every person in retail knows that they’ll deal with irate customers at some point or