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We waited for this moment for quite some time. The excitement was so big that we even made bets on when it would happen. And I’m not talking about reaching 100,000 unique visits per month on our blog – although that caused a lot of stir as well. I’m talking about a day when our... read more
Improving your typing speed is one of the more productive things you can do when working in online customer service. Most of your work involves computer activities like contacting existing or potential customers via email, live chat or social media. All those digital channels are... read more
I don’t think I would be wrong by saying that we all want to get better at customer service. After all, we should all strive for the best customer satisfaction. This quick read will get you closer to the customers’ mindset. It will help you understand their way of thinking, so... read more
The ability to stay cool when situation becomes challenging requires a great degree of personal control. But, what’s most important in today’s customer service environment is not just how well a frontline rep can handle one particular challenging interaction, but how well he can... read more
When clients need to contact a company’s support, they always want to hear the yes answer to all their requests. But that’s not always possible, is it? We all take denial very seriously. It can cause an emotional, or even childlike response. We shout, hang up and threaten to... read more
There are few things that can save you as much effort and man-hours as having a functional knowledge base on your website. Without a knowledge base, your agents need to provide all kinds of information during one on one conversations with customers. The information is there, but... read more
Handling a support ticket can get brutal. Whenever you think you're done, you get another one waiting in line. There's also the support ticket that nobody wants to touch because it's too difficult. Bouncing stray tickets from department to department can easily get in the way of... read more
