Kate Tammemagi's Articles in Customer Service
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What is the Right Attitude for a Customer Service Agent?
We often hear that it is important for any Customer Service person to have the RIGHT attitude. It is important that Customer Service agents do not have a BAD attitude to the Company, the Customer or, indeed, to their role. Identifying a bad attitude in someone is easy; we see it all the time. But what is the ideal focus and attitude? This article will help identify a positive, assertive, Customer focussed attitude.
How to Improve Customer Service Skills in Call Centres
It is important to keep working at Customer Service skills and techniques any Call Centre. It is relatively easy to run short, motivational Customer Service training sessions to improve focus and skills. Here we give some ideas for training modules.
Telephone Skills - How to Calm Irate Customers in Customer Service
In Customer Service, everyone gets stressed telephone callers from time to time. Stressed callers are Customers who have the potential to become irate. Poor Customer Service skills will actually MAKE them become irate. The skilled, high performing Customer Service agent will defuse the situation, and will prevent the Customer from becoming irate. This article offers key tips and techniques to avoid any caller becoming irate.
Customer Service Training - How to Handle Escalated Calls
Handling an Escalated call is one of the most challenging situations in Customer Care and is one that most people wish they would never have to deal with. However, it is important both to the Company and to the Customer that the escalated call is handled well, and that the issue is resolved. Here we offer tried and tested tips for handling any escalated call.
The Importance of Role-play in Customer Service Training
Customer Service training is vital for anyone who interacts with Customers. This training does not have to be given by an external Customer Service specialist trainer, though this is often useful. However, it is important that the training is totally relevant to this particular group and that role-play is a key part of the Customer Service Course.
Customer Service Training - Building a High Performing Team Culture
The power of Team Culture is extremely influential on the performance of our Customer Service Team and the quality of Service we deliver to our Customers. What is the Culture of a successful Customer Service Team? Can we identify this? How can we achieve a high performance culture in our Customer Service Team? This article will provide the answers.
Customer Service - How to Implement Customer Service Excellence
Customer Service Excellence is what it takes to bring Customers back to our Company and it is excellent Customer Service that will make them want to buy more of our products or services. Implementing Customer Service Excellence involves the whole organisation, from Managers to front-line Teams. This article teases out some of the key areas of focus in implementing top of the class Customer Service for our Customers.
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