Knowing Your Customers
How do you know what a customer needs? If you mention customer advocacy and pose that question many executives will say, “Well they tell us, right?” I think they picture a frustrated customer across the counter or perhaps calling or posting a message that...
What to Say to Angry Customers
With the current crisis, contact center representatives are grappling with heightened workloads and anxious customers. It takes practice to find ways to ensure your impact is as positive and helpful as possible. Remember that you’re doing important work. It’s hard...
“Press 1 for Frustration” Article
This article from Heather Kelly at The Washington Post is a great behind-the-scenes look at the challenges of reaching customer service when call volumes are high and wait times are long. I was honored to be a resource for the article—and I’m thankful for the heroic...
Time-Tested Tips for Handling Tough Contacts
How equipped are your agents for those situations when something is going wrong? When customers are clearly upset? Here are some time-tested tips: If your organization messed up, acknowledge it in a sincere way—and in plain language. (How often as a customer do you...