Tag: best practices

Set Expectations – And Meet Or Exceed Them

Set Expectations – And Meet Or Exceed Them

I don’t understand why all automated response systems don’t provide the estimated hold time. If I really need an answer, I don’t mind waiting 5 or even 10 minutes in queue. Recently, while waiting on hold, my bank gave me a choice to wait or have the Contact Center call me back at my convenience. …Continue Reading

Consumer’s Questions Have Become More Complicated – How Will You Prepare Your Representatives?

Consumer’s Questions Have Become More Complicated – How Will You Prepare Your Representatives?

Over the last week, I needed to call Verizon and Intuit for help. Why? Because I knew my issues were complicated and unique to my personal situation, so searching the web for community blogs or self-service options would be a waste of my time. For Verizon, we recently installed FIOS in our home for phone, …Continue Reading

6 Customer Service Suggestions For Handling A Crisis

Filed in Blog, Customer Service, Hospitality, Social Media by on November 28, 2012 0 Comments
6 Customer Service Suggestions For Handling A Crisis

Unfortunately, so many of us, both personally and from a small business perspective, don’t plan for a crisis. While most major corporations have elaborate back-up plans and systems to replicate their processes in other locations, the majority of businesses have none. Whether a company is a Fortune 100 corporation or a neighborhood store or restaurant, …Continue Reading

Listening For Emotions Is Equally Important As Listening For the Question

Filed in Blog, Customer Service by on October 17, 2012 0 Comments
Listening For Emotions Is Equally Important As Listening For the Question

Of all the business courses I took in my lifetime, the one that I found most useful was a session on active listening. In order to build customer loyalty, company associates need to build a connection and a relationship with customers. One of the best ways to show customers that you see them as a …Continue Reading

Why Have a Machine Answer Your Phone?

Why Have a Machine Answer Your Phone?

If someone takes the time to call your business, there is a reason why they dialed your number. They may want to find out about your current sale, your normal or holiday hours or need directions. If you have a business of any type, whether it is a hair salon, restaurant, law firm, dental office …Continue Reading