Work-life balance is already a challenge for most of us. And now working remotely, brings another level of challenge, as we try to set boundaries between work and life, and create routines that keep us […]
Customized Engaging Online Customer Service Training
5 Ideas for Engaging (and fun) Virtual Meetings
My walking buddy told me about how a department lead kicked off a virtual staff meeting for her organization. He had a scavenger hunt. The manager posted a list of ten items on the team’s […]
This Tip Helps You Get Angry Customers to Back Down
When a customer reaches out to you about a problem, they usually don’t think things will be easy. They expect to have to push for what they want. To customers, it’s them against you. In […]
Quick Tip for Giving Customers Bad News
It’s hard enough for customers to accept bad news. But, if a customer thinks you don’t care about their problem, they tend to talk more, become more difficult, and escalation is likely. When you sound […]
Let Me Teach You How to Deliver Bad News to Customers
No one likes to deliver bad news to customers, but for a lot of us, delivering bad news is a regular part of business. You know the feeling – you probably get nervous, or you […]
Call Control Strategies for Remote Customer Service Employees
I read that the average customer service call lasts 2 minutes longer than it needs to. Often, we don’t know how to get an angry customer to back down, or we struggle to move a […]
