Author: admin

If you have a business that receives many sensitive phone calls (like a funeral service provider for example) and your customer base is growing, you might have dismissed the option of employing a telephone answering service for fear that calls will not be fielded with appropriate care and understanding. It...

In today’s increasingly competitive environment, one way businesses are trying to gain an advantage over their rivals is by providing customers with the highest levels of customer service. According to Forrester research, 95% of leaders say that providing good customer service is a top strategic priority. It can be complex...

Receiving a phonetical from someone who's upset, irate or angry isn't an easy task, no matter how experienced you are in call handling. You're answering the call as part of your job and don't expect to be spoken to rudely, as it is likely you personally are nothing to do...

In every line of business, people will often refer to truisms to help explain how conversations should be conducted. A couple of the most common are: 'You're only as good as your last encounter with that customer' and 'Always treat others as you want to be treated'. In fact, these...

When a business chooses to outsource its customer service department to an external call handling centre, the number one concern is likely to be the level of customer care that is delivered. Not handling customer calls in house can raise concerns about the language that will be used when conversing...

We're all now well aware of the importance of body language. The way that we stand, how we move and the expressions on our faces can all have a huge impact on the way that we are perceived. Crossing your arms can be seen as closed off and unfriendly, while...