Category: Customer Service

“Well, if it can be thought, it can be done, a problem can be overcome” – E A Bucchianeri Problem solving is the very premise on which customer service rests. More often than not customers approach the customer service team / desk with what they perceive as a problem. However, despite this skill being so…

”Well done is better than well said.” – Benjamin Franklin Customer Service has now been established as possibly the most indispensable part of any organization and a reflection of its commitment to meeting the needs of customers. Every member of the customer service team – at call centre, managers, supervisors and even the technical staff…

“We cannot solve our problems with the same level of thinking that created them”- Albert Einstein With the advancement of technology and its easy accessibility, there is no reason for companies not to upgrade their systems. The prime reason however to integrate new technology is that customers expect and demand it. It is indispensable if…

“If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends” – Jeff Bezos, CEO, Amazon.com When the power of perception and the potency of social media combine, companies have on their hands a formidable contender. Having…

With technology taking the driver’s seat, there is no industry that can function without it. The reliance on technology is far too pronounced to ignore. Technology touches every realm of an organization and customer service is no different. In fact being able to provide technical troubleshooting is fast becoming a customer satisfaction and retention tool.…

Why does improving CSAT seem to be a challenge when you try to reduce the cost of customer service? There are three problems that cause loss of productivity in any call center organization: Search Problem – Customer Service Agents often have difficulty finding the right article & may find tens of articles that match the…

Technology and globalization has literally opened the floodgates and there are countless players in the market today offering the same products or services. The options, placed before the customer, are mind-boggling, but also put the customer in the seat of power. Tight budgets and self-corroding price wars seem to be taking a toll on companies,…

When we hear the term ‘troubleshooting’ we normally think of a technical problem with a product. Computer problems, car problems, electrical and electronic device problems are some of things that immediately come to mind. It is the ability of the customer service staff to help the customers to find a solution for a failed product…