Tech Leadership – For Non Techies

There are many technologies that can support and enable customer service. Many. A ton. And there are myriad decisions to be made around suppliers and solutions. Sometimes, the less you know, the better you are at asking the right “dumb” questions. The ones that really matter. “How does that make things better for our customers? Easier for our employees?” Don’t …

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Handling Tough Customer Contacts

If you work in customer service, you will inevitably interact with angry customers. It comes with the territory. Their anger could be caused by a process or a product that’s gone awry. They may have already had a bad experience as they attempted to get resolution. Or maybe their anger is misplaced. For any number of reasons, the customer is …

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