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Trickle Down Stimulus Money Hits Call Centers
Last week I was helping a workforce development company put together a proposal for a Federal Grant to train service reps for call centers. I find the program commendable and thought I'd write about...
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Customer Service 101
Customer Service—the Customer’s Way While driving down the road the other day, I heard the following commercial on the radio: “Ally Bank, committed to customer service, with the option to reach a human...
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Call Center Training: Open Your Eyes (and Ears)!
A recent dining experience illustrates that call centers have something to learn from restaurants. I was dining alone and didn't want to take up a table for just one person, so I sat at the bar. Try...
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Total Service through Cross-Selling: A Brief History
Approximately 65,000,000 years ago, as pterodactyls were on their way out and USB devices were on their way in, printer cables were sold separately from home printers. That was standard practice....
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3 Tips for Cross-Selling and Upselling Success
In order to be a cross-selling or up-selling superstar, you need to do the following: Listen for opportunities in what the customer says. Let's say the customer says, "I need to find a better plan for...
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Tailoring Customer Service and Support to Different Personalities
Fess up, now! There some customers you just love to talk to and others that you can’t wait to get off the line, right? Of course there are some customers who are just downright cranky and rude, but...
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