Category: Customer Service

Six Hidden Costs of Saying “NO”

There is no shortage of reasons to tell a customer "no." In some cases, the law requires it! It's up to us to communicate necessary rejection while preserving the customer's goodwill towards us. Our actions when denying a customer decide the outcome.

A Love Letter To Randy

Randy did everything right by being friendly, knowledgeable, and putting me first by ensuring I got the best possible deal. He started a dialogue, sought to understand my interests and palette, educated me, and thoughtfully persuaded me to download the company’s mobile app. He quadrupled my total spend without pressure or hard sells. In thirty minutes, he created a relationship that will last a lifetime.

LANtelligence CCTR Insider: Hold, please! 5 Steps For Happily Waiting Customers

Waiting on hold can be a customer's worst nightmare. As customers, we've been there ourselves! Agents abruptly demand that we wait without a clear reason why, and when they return to us, it's like they've never met us before. We're left wondering why we can't just have our issue resolved, so that we can move on with our lives.

LANtelligence CCTR Insider: How to Help Contact Center Agents Survive Their First Call

Especially for first-time contact center agents, speaking with that first customer can be a nerve wracking experience. As trainers and coaches, how do we help our new colleagues to have the necessary confidence and knowledge to assist our customers along their journey?

Employers: Tell Us About Yourself

Originally published by ICMI. Read the full article at icmi.com. “Why do you want this job?” It’s a bad cliché of the interview process. By now, every candidate should know “I need money” isn’t the best way to answer that question. Most hiring managers would be quick to disqualify someone based on that response. What ...

Breakup News: Irreconcilable Differences Force CX & Voicemail to Separate

This breakup is long overdue. It’s time for Customer Experience to see how truly great it is and break free from this toxic relationship. You don’t need voicemail, Customer Experience, there are better fish in the sea! It is time for CX to pull the plug and move on to greener pastures, once and for ...

Improve IVR customer service by modernizing Your IVR

Think for just a minute back to the vehicles you have driven throughout your life. How has the dashboard and basic features changed through the years? The mid-1990s Ford Explorer that endured my early years of driving was exactly what you would expect from a typical mid-90s vehicle. There were heating/cooling options that were controlled ...