OK, unfortunately, its that time of year again and you need to get your name out there and start looking for another job. Now, this might be for any of a variety of reasons and we’re really not going to worry about that here. What we are going to discuss however is some good tools […]
I was recently asked this question in one of the forums that I am active on and its actually a surprisingly difficult question to answer. Here’s what I said to the Questionaire … if you have a similar question, take a read through the points below but pay special attention to the extra info section.
What is the hardest thing about running a call center? Read More »
Its been a while for me, but there was a period of my life where I was working for a company that was in a constant state of outage. They had a mix of services, and over the course of 2 years, I was flown across the country and around the world apologizing for the
What do you do when your Company is constantly having Outages? Read More »
I recently took some training on Interview techniques and Active Listening. It was an eye-opener, to say the least!! The difference it makes when someone is really listening and paying attention vs that same person doing something else while you are speaking makes an amazing difference to the speaker. Much more than I thought –
As much as you’d like your team to work for free and to have the highest quality staff at the lowest possible prices … it will never happen. You might tell yourself that you’re doing what you’re doing because you love the job and the company that you work for and that your staff and
Money and Your Team Read More »
Have you ever noticed that the small entrepreneur will go that extra mile, while the big businesses don’t bother? I guess the easiest explanation for this is that these smaller business people are actually closer to their customers and are able to realize the importance and value of customer service in driving back repeat business. A good
When does Customer Service End? Read More »
What is Mind Mapping? In its simplest form, it is a technique whereby you use a diagram to represent words and ideas. Linked to this are other tasks or items that are related to the previous item in a hierarchical fashion. By arranging the elements intuitively according to their relative importance it is easy to
Are you invaluable? How about irreplaceable? Will the world stop turning if you don’t pick up the phone or answer that email? No?OK, so why are you ignoring your family (or friends or yourself??) to pick up the phone? It’s very easy for companies to take advantage of employees & even more so managers who
The Curse of the “berry” Read More »
The unfortunate fact of the matter is that you will receive complaints from customers. Sometimes these are warranted and sometimes not. Having the skill and patience to deal with these types of issues is what makes (or breaks) an excellent service & help-desk team. People working the Customer Service and Helpdesk fields are often at the sharp
