By Alan Fairweather A couple of years ago I had a call from a Customer Service Manager working in the paper industry. He wanted me to run a seminar for his team, on “How to Deal with Difficult Customers”. I had several telephone conversations with this manager organizing dates, times and getting to understand his [...]
Are You Listening?
March 11, 2009 By Leave a Comment
By Carole Sue Jones Are you listening, really listening? Knowing that the human brain can process information four times as fast as the mouth can speak; listening becomes a skill that requires attention and practice, and a skill that is essential to all CallCenter employees. We listen to gather facts, form opinions, make decisions and [...]
Do You Train’em or Brain’em? (The article continued)
March 6, 2009 By Leave a Comment
Training Case Study – Training with a Twist of Humor At RMH Teleservices one of the distinguishing differentiators of our call center company from the very start was the training we provided to our call center representatives. Back in the 70’s and 80’s it was fairly common for call center managers to train new personnel [...]
Customers are Golden
March 6, 2009 By Leave a Comment
Listening to Customers – 5 Tips
March 6, 2009 By Leave a Comment
By Martin Haworth In a strange juxtaposition of articles, this month’s UK ‘Management Today‘ has three pieces, relating to the importance of listening to customers. Susan Rice, CEO of Lloyds TSB makes it clear how vital it is for great leaders to listen and hear. She uses the example of how Coca Cola was swift [...]
5 Tips for Listening to Customers
March 5, 2009 By Leave a Comment
Tips for listening to Customers By Martin Haworth In a strange juxtaposition of articles, this month’s UK ‘Management Today‘ has three pieces, relating to the importance of listening to customers. Susan Rice, CEO of Lloyds TSB makes it clear how vital it is for great leaders to listen and hear. She uses the example of [...]
