There is a lot of talk these days about remote reception and how it can benefit businesses in a wide range of industries. In fact, many companies are taking the leap into remote reception and support in order to take their business to the next level. Whether it is a need for part-time, after-hours or […]

Every business at some point will receive a call from an angry customer. Here are five tips on how to handle an upset customer. 1. Let your customer vent  One of the best ways to de-escalate the call is to allow your customer to vent. Sometimes people just want someone to listen without interruption. Take […]

Whether you own an HVAC business or a company that offers roadside assistance, you probably know that the winter can be a busy, unpredictable time of year. Cold weather can be frustrating or even downright dangerous if your customers lose their heating or break down on the side of the road. Who can they call […]

December is a great time to look back over the previous year and analyze how your customer service team has done. Are there things that you could have done differently? Maybe there are some things you did really well that you’d like to try again. Here are some tips to help you get the most […]

The holidays can be a busy, stressful time for everyone, especially if there’s a problem that needs to be solved. Customer service is a very demanding industry, but you have to be careful not to react too negatively to customer complaints, especially during the holidays when everyone seems to be more stressed and have less […]

During the holidays, there’s a surge in calls to call centres by people looking for customer support, specifically technical support. Is your customer service team prepared to handle the added workload? Here’s why you should consider using a telephone call centre to boost your technical support this holiday season. Give your customer service team a […]

No two customers are alike, and this is especially noticeable during the holiday shopping season. You can be better prepared to meet all your customers’ needs if you understand what kind of customer they are during the hectic holiday season. Here are three different customer types and how to help each one. The Too-busy Customer […]

When your sales start to stagnate, it can be tempting to put your efforts at customer service on hold. After all, investing more time and money into your customer service can feel counterproductive when sales are down. However, putting profits before people is a bad idea when it comes to business. Here’s why you need […]

In business and in life, the simple act of being kind can go a long way. In customer service, kindness can often be overlooked, replaced by efficiency and even technology. But the simple truth is, if you want your business to stand out, choosing kindness can be the key. Human interaction matters If your customer […]

It’s almost inevitable–during your busiest, most hectic times, customer service problems pop up and throw everything out of whack. While unexpected problems can be a pain, they don’t have to cause stress to your customers. Here are some top tips for handling unexpected problems that can arise for your customer service team. Higher than expected […]