Posts Tagged "communication"


5 Ways Support Teams Use Slack to Improve Communication

Share this article: Slack has taken the world of communication by storm and seems to be doing a good job of slimming down the inboxes of many professionals. A quick internal poll finds that 60% of our programs at FCR...
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Emotional Intelligence Insights From Happy Gilmore

Share this article: One of my favorite movies is Happy Gilmore. Happy, played by Adam Sandler is known for his temper. He’s so quick to beat up a heckler (or get beaten up in the case of Bob Barker) and...
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Anything Else? or What Else?

Share this article: Some of my favorite restaurants are places like Chipotle, MOD Pizza, and Jersey Mike’s where I as the customer have ultimate control over what’s included in my food order. On many occasions at these places I’m at...
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More Like Guidelines Than Actual Rules

Share this article: I love the scene in Pirates of the Caribbean: The Curse of the Black Pearl, where Elizabeth Swan, played by Keira Knightley negotiates with Captain Barbosa, played by Geoffrey Rush to give them a gold medallion in...
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Customer Service in Any Language

Share this article: For many US-based customer service teams, offering support in other languages besides English is a challenge to staff effectively and can be cost prohibitive. For other companies, it may simply be an afterthought and not offering foreign...
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6 Steps for Turning Around Upset Customers

Share this article: When I was at, shortly after implementing our first customer satisfaction survey, we established early on that we were going to respond to any customers who were dissatisfied with our service. In fact, this was something...
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An Adventure in Sharing my Calendar

Share this article: Does anyone actually enjoy doing the dance of going back and forth in an attempt to align schedules to have a meeting with someone? Meetings between two people are bad enough – and it’s only compounded the...
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Does “No Problem” Belong on the Stop Words List?

Share this article: I wrote an article several months ago discussing the concept of Stop Words. These are words that we should stop saying in customer service and there are other, more positive words and phrases we should use in...
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Using AIM to Tell Better Stories and Move the Needle

Share this article: Can you relate to this scenario? The call queue in your contact center goes from zero to sixty in a matter of seconds — great for a BMW but not for a call queue. After a bit...
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Reviewing The Service Culture Handbook by Jeff Toister

Share this article: It’s no secret if you’ve followed my blog for any length of time that I’m a huge fan of Jeff Toister. Following his first book, Service Failure, he’s become a leading voice when things don’t go right in customer service...
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