It's all about Customer Service
May 12, 2006
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Customer Service is the name of the game. How strong is your Call Center at delivering quality Customer Service?

1. Hire people who have a service attitude. Some people simply enjoy serving others, their organizations, and even their communities. The spirit of service dominates their personality. This attitude of service has nothing to do with money or background, and people who have this attitude are not necessarily the most outgoing or bubbly. This type of person will move your business forward. These people make the best salespeople as well.

2. Make the customer's time with you an experience. You have but a few short moments with customers. You don't have time to complain about your day or anything else. Ask yourself, "How can I make their experience better?" Can I refer to them by name and how can I ask without being too aggressive? How can I control the environment in this company? How am I affecting their 5 senses? Exceed their expectations just a little with their senses and with your attitude to serve and please, and you will have created a memorable and compelling experience. Of course, all you really have to do is visit your competition, see what they are doing and then top them. But would that be cheating? No, that's comparative shopping.

3. Regularly inform all your employees about what's going on in your company. Employees need to know what's happening. What new products are you offering? When will they be available? What kind of advertising will take place in the next month? Will any physical changes be happening in your offices? Will new branches be add? The more they know, the better they can serve your customers.

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BRITAIN’s largest broadband providers are letting customers down when it comes to service, says a new survey.

The research, carried out by the independent market- research company Yougov for Uswitch.com, a price comparison service, found that Plusnet customers are the most content, while BT, NTL and AOL have the least satisfied broadband users. Between them, these three providers control 53% of the market.

One of my worst mental habits is over-generalizing; I admit it.

When I’m trying to drum up business, and I get rejection after rejection, I’m tempted to tell myself, “Gee, they’re just not buying out there, today!”

Well, that’s just plain foolish, isn’t it? “They” or at least some of “them” are certainly buying something. I just haven’t found them yet, right?

Customer service reps also over-generalize, especially when they encounter a form of rejection specific to their work. Often it’s called conflict or anger or simply gathered under the heading of “dealing with difficult customers.”
purple heart
Completes First Call Center Agent Training Program Using Five9

First class of combat-wounded and disabled veterans graduate from comprehensive call center training program - providing them with skills necessary to become at-home, virtual agents

PLEASANTON, Calif. – May 8, 2006 – Five9, Inc., the leading global provider of on-demand telemarketing, customer service, and call center solutions for customer interaction management, and the Military Order of the Purple Heart (MOPH) Service Foundation, the only Congressionally chartered veterans organization in the country dedicated exclusively to America's Combat Wounded Veterans, today announced the completion of the MOPH Service Foundation’s first call center agent and supervisor training program for combat-wounded and disabled veterans. Training with the Five9 Virtual Call Center Suite, the first 15 veterans from its comprehensive 15-week training program received extensive training in all aspects of working in and helping manage a call center, and now have more than the necessary experience and understanding of the job to succeed as call center agents.

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CallCenterCafe.com Staff
CallCenterCafe.com