A bad mood can lead to a stressful day. Learn three techniques to turn a bad day into a great day in the support center. Read the rest of this entry »

Read this article to understand how to deliver bad news to customers and maintain their satisfaction with your service! Read the rest of this entry »

The customer is not always right, unfortunately, but they are always the customer. Doing the right thing is important even when the customer is wrong. Read the rest of this entry »

A customer service provider must not promise something that it can not or will not deliver. This article tells you why unreliability is a customer loyalty killer. Read the rest of this entry »

An angry or upset customer presents an opportunity to create a very satisfied and loyal customer! Don't waste this opportunity! Read the rest of this entry »

As customer support professionals, it is a best practice to re-examine our basic service skills every now and then, and do some customer service jumping jacks. Let us take a look at what market research tells us about what customers desire from a service provider, and make sure that our skills match their needs. Read the rest of this entry »

There are many reasons why support centers do not implement quality monitoring programs, which sample and evaluate analyst's interactions with customers. Which one is holding you back? Read the rest of this entry »

Not responding to a customer creates an antagonistic relationship, not a cordial, caring one. Read more about how to respond appropriately to customers and create an instant bond with your customers. Who knows, you may even have more fun! Read the rest of this entry »

Empathy allows the customer support provider to create a connection with a customer, to calm an angry customer, and to begin solving a technical problem more quickly and easily. Read more about this important skill! Read the rest of this entry »