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Archive for 'Customer Service'

September 21st, 2017 | Customer Service | Isabella Steele

Introduction “Your most unhappy customers are your greatest source of learning.” – Bill Gates Dealing with an angry customer is an unpleasant situation at best – at worst, it can turn a good day upside-down, or make a bad day get worse. But, like how nurses often have to care for angry patients and speak…

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July 26th, 2017 | Customer Service | Isabella Steele

“An objection and ‘no’ are two different things.” You’ve just made the greatest pitch to a prospective client. The rush of the possibility and anticipation of the sale has you bright-eyed and excited. The customer seems interested in your product, and the chemistry between you two is flowing like no other. Then, out of the…

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July 13th, 2017 | Customer Service | Isabella Steele

Humor is a multi-billion-dollar industry, saturated with actors, stand-up comedians, humor authors, cartoon artists, filmmakers, comedy writers, late-night TV hosts and more. A “sense of humor” is something we actively seek in a partner, and in our closest friends. Our favorite people, characters, and memories are often the ones that make us laugh. Why is…

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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 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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February 9th, 2017 | Customer Service | Kaye Chapman

As a contact center leader, you will know the importance of feedback to help your agents continuously learn and improve their work. Truly effective contact centers recognize that agent development should continue to occur even long after initial call center training, and that constructive feedback and coaching should be a part of the entire employee…

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February 7th, 2017 | Customer Service | Kaye Chapman

Are you looking for training games to fill 5, 10 or 20 minutes in a team meeting, buzz session or training program? These short and easy training activities need almost no preparation and deliver powerful messages. Whether your team is service or sales, whether they work with customers face to face, over the phone or…

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