Many companies have value statements and company goals, but they often miss the mark when they try to determine how to align a specific team to these statements. When you think about how to align your customer service team with your company’s goals, what comes to mind? Do you only think about the staff on […]
How To Align Your Customer Service With Your Company’s Values Read More »
Agents as the Organization’s Ears and Voice Call center representatives play the vital role of being the ears of the organization. Most customers find filling formal surveys and questionnaires to be too cumbersome and a lot of feedback is left uncollected. However, customers give out titbits of information during phone conversations which can be eye-opening
How Storytelling Helps in Customer Service Read More »
As a manager, it is a key requirement to ensure that your team is appropriately trained on the minutiae of the job. How to find customer information, how to respond to customers, dealing with Irate customers and troubleshooting issues are obviously all things that you would ensure that your team receives. However, how important is
MANAGEMENT TRAINING AND SELF IMPROVEMENT Read More »
There are several key reasons to ensure that your staff are appropriate trained and skilled. Perhaps the most important is that it ensures your team is better able to provide a response to your customer that is appropriate to their issue or problem. In addition, by ensuring that your staff have the right skills, your
Why Is Training Important? Read More »
How important is it to ensure that your skills are up to date? Assuming that you received your certification or degree several years ago, has the technology you are supporting changed? Are the teams you are managing still using the same tools and resources they used to in the past? The one thing that is
The Importance of Training (Part II) – Management Skills Read More »
Managing technical staff is becoming more of a challenge daily. Even more so, when your staff are MORE technical than you are – which to some extent is expected … you are a manager and responsible for multiple area’s of the company, they are specialists and able to focus on their area to the exclusion
Managing Technical Teams Read More »
How do you treat your new starters? Do they get thrown in at the deep end – after all, they were hired for the skills you need, they should be able to just “pick it up” – right?? How did that go for you? Were they your high performers? No, starting to wonder why? Hard
The Importance of Training Read More »
A famous quote from Thomas Edison reads – Opportunity is missed by most people because it is dressed in overalls and looks like work. Thomas Edison Now how often have you been the one to procrastinate or put something off till later? How often have you not studied for that big test or perhaps not
Work Ethic and Today 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
One important thing to remember from a Customer Service point of view is that the last person you speak to (or chat with or email) is also the most likely to buy your service or product in the future. This is obviously not a hard and fast rule, but more an estimation of the impact
Exceptional Customer Service Read More »
