26th February, 2009 - Posted by Pam - No Comments
To organizations using an Outsourced Call Center - be sure to support them. If Customer Service is not your core strength and you’ve asked an expert to do it for you, great move! However, you must be sure to provide your vendor the support they need to represent your company in its best light. They are » Read More
19th February, 2009 - Posted by Pam - No Comments
Reflective listening makes all the difference for setting the tone of a call. Take the following as an example: Example 1 ME: Hi, my name is Pam and I need to return a product. AGENT: Alright, what’s your order number? Example 2 ME: Hi, my name is Pam and I need to return a product. AGENT: Alright Pam, I can help » Read More
11th February, 2009 - Posted by Pam - No Comments
When working with my clients on Customer Service Initiatives I span my activities across all levels of the organization. I do hands on development and coaching with the call center agents and I present strategy and project plans to Executives and the Board of Directors. I’m always surprised by the lack of “big picture” perspective » Read More
5th February, 2009 - Posted by Pam - No Comments
I’ve been working from home for almost a decade now. I used to believe I would never leave my job because I would never find another one that allowed me to work from home. Well, 10 years later I’m ecstatic to see so many people in the same place and enjoying it! Something surprised me though. » Read More
