Here we are again. It’s the holidays. I want to put emphasis on the plural “s” of “holidays” because with so many packed into a two month span, it is hard to keep your sales and customer service staff in the office.
In an interconnected world, it has become increasingly common for even small businesses to get hit with PR nightmares that require a crisis communications plan. We are all only one click away from a potentially embarrassing and very public problem.
Protection requires preparation. Here’s an example. We helped a client quickly handle a PR nightmare with a quick-thinking and simple suggestions.
What is great customer service? Think about the last time you called a vendor for help.
Feeling overwhelmed is tough. When your phones are ringing off the hook with customer service calls, it’s like trying to drink from a fire hose. Here are some practical steps to help you get control.
Everyone should be creating a 2012 game plan for improving customer service. As we wrap up December, our thoughts turn toward planning for the New Year.
Employees need lots of support in help desk management, but there are two important starting points. Begin with the most fundamental needs of your help desk employees.
Time is money when it comes to training. Here are five ideas to help you make your help desk training program faster and more effective.
The key to help desk turnover may lie in your hiring process, not management. Read on to learn more.
Telephone traffic requires an immediate response. That sets it apart from any other communication medium. If you are receiving high volume calls, the challenge gets even bigger.
When a customer calls you to complain about your company, they have given you a gift.