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When it comes to call centres, strong customer service skills are paramount. It is these skills that lead to contact centre success, and are vital for keeping customers happy. With that in mind, here are five customer service skills all call centre agents should have. 1. Patience At the point of contact customers may be angry or frustrated and this requires patience. Listening calmly to their complaints and patiently waiting… Read More »

Handling customer calls can be an unpredictable business, regardless of the sector you work in. Telephone lines are often abuzz at a rate that is hard to handle, meaning contact centres need to act quickly and efficiently, while also treating the customer with respect and professionalism. However, if you work in a sector that requires a more empathetic approach – such as care work or funeral services – or have… Read More »

If you’re running any kind of customer-facing business, then you know that great customer service is an integral component that keeps your organisation profitable. While automation and outsourced customer service have become much more accessible in recent years, it still pays for business owners to develop good habits to constantly improve their customer service. Here are a few to consider implementing. Have a regular time for updating your knowledge base… Read More »

When you’re running a company that relies on a telephone answering service or large teams of otherwise customer-facing staff, great customer service skills are essential. While all business owners understand the importance of periodical customer service training, it can be easy to let this become unstructured and rudderless. Here are five of the most important facets to cover in customer service training… Empathy and patience Some customers your staff talk… Read More »

When it comes to customer service you may often find yourself on the receiving end of angry customers. For contact centre staff, it is particularly likely that you’ll experience this anger, and it’s essential to know how to handle it. Anger manifests for various reasons, from complaints about a service or product to grief and sadness. With that in mind, it’s important to understand that no two customers are the… Read More »

Customer experience is at the forefront of business in today’s world and yet it can be a struggle to run a department or a company while trying to answer calls that may well pave the way for new opportunities. Equally, a barrage of calls can actually create more work for businesses and can result in important jobs being neglected. So what do you do? While it may seem logical to… Read More »

Some people may argue that in-house customer service is the best way to support customers. But when it comes to the busiest periods of the year – or sudden growth in your customer base – it can be difficult to provide the same reaction time and consistent quality that can be provided by an outsourced customer service. Here are four great reasons to outsource your customer support: 1. Trained, professional… Read More »

Working in the funeral service business, your priority is always your customers and supporting them in their hour of need. The best way to do that is to be there for them, and being as hands-on as you can. Customers value your close attention, and as word spreads of your excellent customer service, it’s sure to boost your reputation. The problem is that modern life places so many demands on… Read More »

As customers of a high-end brand are paying a lot of money for a product or service, they rightly demand to be treated like royalty. According to data from Help Scout, it is 60-70% easier to sell to an existing customer than a new one. As a result, nothing builds a brand – especially a luxury one – as effectively as great customer service. Done well, customer service will never… Read More »

When customers contact your business you must ensure that the highest levels of customer service are maintained at all times. It may seem easier to make a personal connection with your customer during a face to face interaction, but this can and must be done over the phone as well. Here are some tips on how to personalise customer service communication, for happier customers and business success. 1. Address customers… Read More »