Posts Tagged "service"


Transform Customer Service Into A Customer Insight Machine

Share this article: I’ve spent most of my professional career in a contact center, and let me tell you what us customer service operations folks are really good at. We excel when it comes to putting enough people in seats....
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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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A Seat at the Customer Experience Table

Share this article: We recently had a client ask us for feedback about a couple issue types that were a source of customer dissatisfaction. Our client was preparing for a meeting where multiple departments would be discussing these issues and...
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Extraordinary “Everybody” Service

Share this article: Photo Credit: Joi Ito via CC License As a customer service manager, I always knew when one of our supervisors was out of the office. The buffer between me and our front line customer service team was...
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Photo Credit: Joe The Goat Farmer via CC License

Extraordinary Service We Don’t Deserve – Part 3

In part 2 of this series I shared six stories from my colleagues where companies handled issues with money and electronics with great care.  In all cases, one could have argued that it was the customer’s fault and therefore they…

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Big O

Does a high quality customer support experience directly correlate to increased sales? Can you increase your company’s revenues by simply providing best in class service? Everyone has their personal beliefs around this, but I have a story to tell about…

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Photo Credit: Quinn Dombrowski

The Crazy Things Contact Center Agents Value Most

  In a recent email poll, I asked my colleagues for their honest and open feedback regarding our QA process at FCR.  My goal was to gain a better understanding as to the qualities they aim to put into practice…

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