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Jan. 7, 2011

David Filwood and 1 other person answered this question

Should we conduct psychological training for our customer service team?

It is a huge mistake to assume that everyone on a Customer Service Team would benefit from psychological training in order to get a better ‘read’ on your customers. That is simply not the case.
The key to great Customer Service in the Call Center is ... more

Customer Service

Human Resources

Customer Service Reps

Customer Service Training

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Dec. 22, 2010

Justin Flitter and 5 other people answered this question

What can be done to reduce stress levels in my call center?

I have managed several small contact centers in the past and managing emotional strain and stress is vital to everyones health and wellbeing but also to reduce staff turnover.
As a manager try to keep everything light, upbeat and fun. A smile and a joke foes ... more

Dec. 17, 2010

Jesse de Agustin and 5 other people answered this question

What is worse: waiting or poor service?

Hi everyone, a lot of these comments are right on target.
I agree that waiting is preferable to poor service; yet in a totally customer-centric environment neither is acceptable. However, in a "worst case" situation, customer service teams must be trained to mitigate the dreadful ... more

Dec. 9, 2010

Bill Morgen asked a question

How does your company go about training for internal customer service?

Customer Service

Human Resources

Customer Service Reps

Customer Service Training

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Dec. 1, 2010

David Mace and 5 other people answered this question

I am looking for an increased emphasis on customer service due to the continued decentralization of the economy. This means the people at the big box stores will be trained and monitored to be more responsive and cordial because people are starting to get fed ... more

Nov. 11, 2010

Clint Wilson and 3 other people answered this question

What is the best way to start a 24-hr customer service function?

Bill, all the answers above are great in the sense they tell you some of the framework and I took these experts to heart a few years back when I started our SaaS email support service in Asia 24/7 at CnC Cafe' which now supports ... more

Customer Service

Sales

24 Hour Call Center

24 Hour Customer Service

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Nov. 6, 2010

Abhinav Singh and 13 other people answered this question

Are customer service surveys effective?

Customer service/ customer satisfaction surveys have to be linked to other surveys around brand, POS/retail outlet etc.
And even customer surveys have to be broken down into existing customers and prospective customers to come up with really useful insights into customer acquisition, growth and retention. ... more

Customer Service

Sales

Small Business

Customer Service Reps

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