Already Closed

Even when you are already closed, if you pick up the phone, the customer is more likely to call you again in the future. Of course, this does more than provide empathy for the customer, it gives you insight into Read More …

Your Mood

We can all tell a little bit from your mood and your voice, especially over the phone when you can’t see the person, ad yes, I am talking about the person filling a customer service role. The funny thing is Read More …

Don’t Take No For An Answer

The best (sales people) and companies in the world don’t take no for an answer. Oh, I am only online service I can’t do that for you. Oh, there will be a cancellation fee. Oh, I am sure we can Read More …

Free Parking

This week, the plan was NOT to talk about parking, let alone free parking, but here we are. Also, this has nothing to do with the game of Monopoly, but it does have everything to do with making a customer-facing Read More …

Fair Exchange

What do you think is a fair exchange? trading something of equal value doing something for which you are paid what you both believe it is worth paying $20 for something that has an MSRP of $20 a one-for-one swap, Read More …

One Size Fits All

Just like we know that one size fits all isn’t a true statement; the same can be said for industries other than fashion. This shirt, for example, could look amazing on everyone…if everyone was created in the same shape and Read More …

Annoying Customers

It is easy to see someone who can’t stand annoying customers. They get so visibly frustrated, short, snippy, obnoxious or indifferent, that it really “isn’t funny”. They need to put on their poker face, smile, laugh and go with the Read More …