How to Have a Great Day in the Support Center
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 »
Saying No: How to Deliver Bad News to a Customer
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 »
When the Customer is Not Right
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 »
Reliability: Don’t Promise It if You Can’t Deliver It
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 »
How to Handle Angry or Upset Customers
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 »
3 Ways that Knowledge-Centered Support Puts You in the Fast Lane!
Are you looking for a way to increase the effectiveness of your knowledge management process? Read the rest of this entry »
Strategic Planning Made Easy
Have you started planning for next year? Even if your company is not on a calendar fiscal year, the end of the year is a natural time for all of us to pause, reflect and project our desires on the future. Read the rest of this entry »
7 Steps to Creating a Quality Monitoring Program
Ensuring quality interactions with customers is an important discipline in any support center. Here's how to create a service monitoring program that puts a spotlight on quality. Read the rest of this entry »
Readers are Leaders: How Support Center Managers Commit to Continuous Improvement
Reading is fun and helps you advance your career. Developing a reading habit is enjoyable, and can be incorporated into the routine tasks of the entire support center. Read the rest of this entry »
Return on Investment: Justifying Support Tool Purchases to your Management
Here is a six-step process to justify the purchase of a new support tool and win approval for the project. Read the rest of this entry »