Customer Care in Your Call Center
By Gary Dupont In many organizations, the customer focus is relatively straightforward: provide substandard service to your customers and they will ultimately leave to go … Read more
customer service articles
Is Your Customer Part of Your Benchmark Process?
By Dr. Jodie Monger Eventually, each contact center manager gets the question from upper management, “How does that compare to other contact centers?” If you … Read more
Going for the Gold: Excellence in Medical Call Centers
By Peter Dehnel, MD Medical Director In the spirit of the upcoming 2004 Summer Olympics in Athens, think about your vision for excellence in a … Read more
Communicating with Seniors
By Barry Spiegelman Delivering and receiving critical information by telephone is an especially challenging proposition when an elderly caller is on the other end of … Read more
Strategies for Handling Irate Callers
By Nancy Friedman If your job entails taking calls from unhappy, irate callers, you’ve got your work cut out for you. Many of us are … Read more
The Six Cardinal Rules of Customer Service
By Nancy Friedman International Customer Service Week was October 6. That’s good, but we like to celebrate customer service all year long. Here are the … Read more
Seven Steps to Service Recovery
By Nancy Friedman, Telephone Doctor Almost anyone who’s been in a customer service position has had to talk to an irate caller or been in … Read more