About Lin Parkin

Lin Parkin has specialized in digital customer service management, public relations, and content writing for over a decade. She is passionate about changing the way people view online customer service and helping digital customer service teams deliver a stellar experience with each interaction. As a freelance writer, Lin contributes to business and lifestyle magazines as both a writer and editor and writes for business blogs across Canada and the U.S. Connect with her on LinkedIn.

June 12th, 2017 | Communication | Lin Parkin

Have You Heard of The Mehrabian Model? It’s a common communications model discussed within customer service and communications training programs today, but it’s not perfect. While the study it was derived from may provide some interesting insight into verbal and nonverbal cues, it is difficult to extract any truly meaningful facts or figures. Let’s have…

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May 24th, 2017 | Customer Service | Lin Parkin

Have you ever been in a situation where you’re speaking with a perfect stranger who uses your first name way too much during the conversation? Most of us have, and it is cringe-worthy. It rarely happens in face-to-face interactions though. It’s much more likely that you’ve experienced it on the other end of a telemarketing…

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May 4th, 2017 | Customer Service | Lin Parkin

As a customer service representative, your work days are often spent handling complaints and resolving issues for customers. Despite that, or perhaps because of it, you likely strive to deliver an exceptional customer experience with every interaction you have. But how can you ensure that you’re delivering top-notch customer service? Ultimately, good customer service is…

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April 29th, 2017 | Customer Service | Lin Parkin

Providing outstanding customer service is, or at least should be, at the heart of any business mission statement. However, many organizations fail to recognize that the path leading them there is by focusing on the happiness of internal customers first. You might be asking yourself, what exactly is an “internal customer?” People tend to think…

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April 21st, 2017 | Customer Service | Lin Parkin

In the customer service industry, we often read about going the extra mile to not only meet but exceed customer expectations. There are many reasons to make that a goal, and we’ll talk more about that a little later. However, to get there, you must first understand what your customers want and need and what…

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April 14th, 2017 | Live Chat | Lin Parkin

Effective communication is the cornerstone of any successful customer service interaction. But the communication process for live chat takes a special kind of talent. Don’t assume your star customer service representatives on the phone can achieve the same results in chat. Not only do live chat agents need to possess the same level of patience…

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April 12th, 2017 | Customer Service | Lin Parkin

Contact centers have some of the highest employee turnover rates than any other industry. And is it any wonder? It’s no secret that working with the public can be stressful. Customer service agents witness the best and worst in people each day. As a frontline customer support agent, your mandate is to provide excellent service…

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