Category: Blog

We’ve all experienced the frustration of calling a call centre to fix an issue, only to get stuck in a queue, get put on hold, and finally speak to an advisor who doesn’t want to listen and does not understand your problem. Contacting call centres can be exasperating and if...

Customer service has the power to make or break your business. We live in an incredibly public and socially-orientated age. Marketing is continually evolving to accommodate the growing need for immediate access and transparency from organisations. Building relationships with clients and potential clients should be right at the top of...

Answering the telephone is a vital element of any business. Despite the rise of the internet, the phone is still the primary contact point between clients and your business. The modern tendency to rely on email, social media and texts has, however, resulted in a loss of skills.   Professional...

Sometimes empathy can go a long way when it comes to call handling, whether you've got a disgruntled customer on the end of the line or someone going through a difficult time. Compassion and empathy could be exactly what's required in the following three examples: 1. Customer service Sometimes things...

What do you do with your customers when your office closes for the holidays? Auto-responders for emails, good. What about the phone? Argue with staff over who's going to call by the office and return voicemails... If you're in IT, like many of our clients, you might be thinking to...

Most business owners recognise that delivering good customer service is important, but relatively few have a clear understanding of exactly how important it is. The reality is that the difference between delivering good and bad customer service can be the difference between a company succeeding or failing. Research from a...