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Roberta Callaghan

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Sept. 28, 2010

Roberta Callaghan recommends this answer by Charlie Hardy

Which customer service activities increase customer loyalty?

Be careful to manage expectations. Under promise, and over deliver.

Customer Service

Contact Centers

Customer Loyalty

Sept. 28, 2010

Roberta Callaghan and 6 other people answered this question

What have you found to be the best approaches for web self-service?

The customer wants to be in control, but they still want to contact you.
Make your contact page easy to find and easy to use.
The contact page needs to have emails and phone numbers. Answer promptly.
Make About Us, easy to find and read. The customer ... more

Customer Service

Sept. 28, 2010

Roberta Callaghan and 14 other people answered this question

How can I help my agents improve their customer service skills?

Motivation starts with a good manager. Some simple facts in hiring, making sure the person speaks clearly, has a positive impact on the phone (gives good phone!). Rewards are nice, but I do agree why do you feel you need to reward? If you are ... more

Customer Service

Call Center Agents

Contact Centers

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