This Call Is For You

Rude and Angry customers are the perfect customers and I'll tell you why.

Call Center Software Downloads

A number of software developers have started renting complete software solutions over the Internet, to reduce the cost of manufacturing and distributing CD-ROM based software packages. This allows call center managers to select the appropriate form of software, based on the number of users and availability of funds.

Internet Call Center Solutions

Internet call center solutions form a part of Customer Relationship Management (CRM) packages designed for providing better services to clients. It consists of integrated software tools that enable uninterrupted interaction with clients via VoIP (voice over internet protocol), Internet telephone services, online chat, and e-mails.

Reusing Corrugated Boxes for Shipping

When can I reuse a corrugated box for shipping? There are some pitfalls in reusing corrugated boxes to ship products back. Here are the problems to avoid.

Verbal Aikido: 7 Ways to Handle Difficult Customers

People using “verbal aikido” can respond to heated situations directly and assertively without being pulled into the drama of the battle and they can lay the foundation for win-win resolutions that maintain the customer’s loyalty – even with angry customers. Here are 7 Aikido principles that will help you more effectively respond to anger.

Measuring Customer Satisfaction - Six Steps in Conducting a Successful Survey (Part 2 of 3)

There are six steps in conducting a successful survey. They are: Decide on your objectives
Determine who should complete the survey
Develop the survey
Administer the survey
Analyze the results
Communicate the results

Measuring Customer Satisfaction Watch Out For... (Part 3 of 3)

Even the best intentions in measuring customer satisfaction are subject to problems along the way. Temptations to avoid are: Complacency
Analysis paralysis
Doing nothing with the feedback
Failing to listen to your experts
De motivating employees

B.l.a.s.t.ing Your Customers

You have opened a new restaurant, and things are working out great. You are thinking that the world is good, and customers kept pouring in, customers that are more than happy to unload their extra money on the foods you serve. Then all of a sudden-

5 Reasons Customer Service Reps Should Record Themselves

Major call centers use centralized equipment that records ALL calls, and generally this is thought to make the rep evaluation and coaching process easier and more efficient. On one level, it does. Calls can be “drawn” by evaluators on a random basis with no obvious intrusion into conversations. Reps are believed to be behaving as they normally would, not trying to spiff up their chats simply because they know they’re being monitored or judged. However, I believe what appears to be a primitive means of recording calls is preferable. Reps should record their own conversations using portable, “hand held” equipment while at their individual workstations. There are 5 reasons this improves achievement and efficiency, according to Dr. Gary S. Goodman, President of Customersatisfaction.com, top speaker and trainer, and best selling author of 12 books including MONITORING,. MEASURING & MANAGING CUSTOMER SERVICE (Jossey-BASS/JOHN WILEY).

Poor Customer Service Cost

Why do some customers never return? What can you do to increase customer retention. Start by understanding the cost of poor customer service and how to recover from the lose.

SSTOP! 5 Steps to Approach Complaining Customers

SSTOP will help you diffuse anger, change minds and offer approachable service!

Good Customer Service Turning Refunds Into Big Profits

Good customer service is an easy way to keep ahead of your competition. Learn how even customer refunds can have a huge upside when it comes to profits. Company’s that are able to see the seed of opportunity in customer refunds will have cheer leading loyal customers who will be good log term assets.

Are You A Dog Running A Cat Store?

Sometimes we find ourselves looking at the world with the wrong set of eyes.