Words customers hate – and what to say instead
February 3, 2012 by Michele McGovern
Some companies have banned their employees from saying certain words that upset customers. They may be on to something.
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February 3, 2012 by Michele McGovern
5 lies agents don’t know they’re telling (and customers hate)
January 27, 2012 by Michele McGovern
You think you don’t lie to customers, but those little white lies count. You want to avoid these top offenders.
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Say good stuff – it’s National Compliment Day!
January 24, 2012 by Michele McGovern
Don’t hold back today. Tell customers, co-workers and even the boss what you like about them. Here’s why it’ll pay off.
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2 nasty habits that may jeopardize your credibility
January 20, 2012 by Michele McGovern
Some habits may jeopardize your career advancement. Here are the worst offenders.
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5 things agents are dying to tell you (but are afraid to say)
January 20, 2012 by Michele McGovern
Even if you think you have the best possible relationships with your agents, there are some things they won’t tell you – and you should know.
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How to remember (nearly) everything customers say
January 16, 2012 by Michele McGovern
With so many distractions at work, you probably struggle to remember everything customers say. Here’s help on zeroing in.
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Is it OK to say ‘No problem’ – or does it turn off customers?
January 13, 2012 by Michele McGovern
“No problem.” Sounds innocent enough, but if you say it to customers do you hurt satisfaction?
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3 overlooked ways you can help customers online
January 12, 2012 by Michele McGovern
Answer the phone, respond to email, chat instantly – and add these low-hassle online tools to help customers.
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Words that get customers’ attention
January 10, 2012 by Michele McGovern
When you need distracted customers to listen closely to you, try these attention-grabbing words and phrases.
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Connect with staff: 3 tips for contact center leaders
December 14, 2011 by Michele McGovern
Agents are a wealth of information that often goes untapped. To get feedback that often leads to better contact center operations, leaders can try these tips.
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