The Summer Slow Down: How to Provide the Same Level of Customer Service During Vacation Season

As the summer months approach, you’ve likely been thinking about scheduling, or even approving vacation time for your team so that they can get some well deserved R & R. Many businesses perceive summer as a time when business slows down, which may be true in some departments, but not in the Customer Service department.

How to Make Your Customers Feel Heard, Even While Collecting Their Information

Every phone call from a customer in an opportunity to delight them and retain their business. Even if they are calling with a complaint or frustration, you and your staff have the ability to create a positive outcome that will inspire your customers to continue to do business with your organization. What’s the secret? Actually,

No More IDK: How to Respond to Questions You Don’t Know the Answer To

It has happened to all of us working in the customer service field… a customer asks a question that you just don’t know the answer to. Sometimes it catches you off guard and you’re stumped. Or, perhaps you have an idea of what you think the answer should be, but you’re not completely sure. One

Tips for Leaving Better Voicemail

Getting People to Leave a Message at the Beep Instead of Leaving at the Beep. Does anyone actually like voicemail? George Costanza’s “Believe it or not” message might be the fondest thought any of us have on the subject. Nowadays, there is a certain age, below which no one will leave a voice message (mom,

Adapting to Outsourcing Partnerships

On paper, outsourcing makes a lot of sense. Paying less to accomplish a business objective and getting more of your time back both lead to a healthier mind and a healthier business. So the choice is obvious, right? Once an outsourcing relationship has been properly established, the benefits are apparent, but there is a step

Home for the Holidays

The holiday season is sacred. Regardless of you religious affiliation, or lack thereof, the holidays are a time to celebrate life, and all the things that make life worth living. Unfortunately for some, the holidays are viewed as a chance to get further ahead economically while the “slackers” are sipping eggnog and roasting their chestnuts.

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