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Secrets of Successful Interviewing
Hiring errors rank amongst
the costliest of common business mistakes. A recent
study showed the direct costs associated with a poor
hiring decision of a mid-level manager approached
$40,000.
What Type of CELL PHONE User Are YOU?
It's common knowledge that
fellow cell phone users can be pretty annoying. It seems
as though most people have a pet peeve or two about
them. In our travels, we have found that there are a
variety of ‘Cell Phone Personalities.' Read on and see
which one applies to you.
What’s Your Service Mentality IQ?
Most of us in the
customer service arena are very good. And the
reason is simple...we always carry a certain
amount of a service mentality with us to do the
job well.
Five Most Frustrating Voice Mail Phrases
Voice mail remains a large
frustration in this busy business world. And it’s not
just voice mail. The automated attendant is also on the
list.
"Have A Nice Day"
How many times a day do
you think that phrase is said to someone? Or just
how many times has that phrase been said to you
in one day? I’m often asked if "Have a nice day" can
be said too many times?
That's Just RUDE!
Paper or Plastic? Sound
familiar? And do you know what else is familiar?
How many of us have been at a checkout counter
where the clerks are talking to each other and
ignoring us, the customer? Rude, wasn't it?
Take the Telephone Doctor I.Q. Quiz
You may not have a
lifeline...or phone a friend...or even take 2
wrong answers away...but you will enjoy taking
this fun, simple quiz on customer service.
SMILE...IT MAY BE THE BOSS CALLING
And there’s rarely a
program I present that someone doesn’t ask me if
smiling is really that important – either on the
phone or in person. People actually ask me:
"Nancy, can you really hear a smile?" Yes,
Virginia, you can really hear a smile. And your
caller can hear the lack of a smile as well.
Eight
Tips For More Effective Email Communication
A recent report
estimated that over 7 trillion emails were sent
worldwide last year! Spam messages are jamming
in-boxes across the globe and the average office
worker now gets between 60-200 messages a day.
How to
Handle the Foreign Accent
It’s more and more
common to talk with people whose native language
isn’t our own. These accents can be both
international and domestic.
Pop quiz time: Which
of these two statements do you find to be more
effective?
Fighting Back Against
Workplace Conflict!
Unfortunately,
conflict between human beings is about as old as
life itself. Is there any doubt that early cave
dwellers likely got in disagreements about whose
turn it was to go snag another wooly mammoth or
who got to sleep closest to the fire?
New York - Lucent & IBM Partnerships expand capabilities
for our main call center in NY. Backup Systems in
place for power outage
and disaster recovery for clients.
Featured Article
Answering Service Related Articles
The Telephone Doctor
10 Things
Your Customers Won’t Tell You, But We Will
Most business owners know
that customers will walk – take their business
elsewhere if they’re not treated as they’d like to
be. But how does a business owner find out what the
customer really likes or dislikes?
Well, as the Telephone
Doctor, your customers have told us what they won’t
tell you. Here are TEN things only your best friend
will tell you. (By the way, that would be us…The
Telephone Doctor.)
Dear Telephone Doctor –
I’m not a person to be
confrontational and cause a scene. However, there
are several things that bother me when I call or
walk into an establishment. If you pass this on to
management, it couldn’t hurt and probably would
help. Thank you.Dear
Owner/Manager:
- Nobody greeted me when I
walked into your store. No one said, “Hello,” no
one asked if they could help me, and no one said
goodbye when I walked out. Well, at least I wasn’t
any trouble.
- Your sales staff looked
tired. Yea, they did. Otherwise why wouldn’t they
greet me with a big smile and some enthusiasm? It
didn’t look like they even wanted me in the place.
- I bought a lot of stuff.
I couldn’t believe no one said, “Thank you.” No
one told me to enjoy my purchase. I did get a luke
warm “Have a nice day.” But it was said so
routinely, it didn’t mean anything to me.
- When I phoned for some
information, my call was treated as an annoyance.
I sensed very little desire to be of any real
help. Know what I did then? I called a few more
places until I found one who sounded as though
they wanted my order.
- Whoever answered your
phone never identified themselves. I happen to
like to know who I’m talking with and when I
don’t, it hurts any trust I might give your
company.
- During the phone call,
the voice of whoever answered sounded aggressive
and challenging. I didn’t feel very welcomed.
- When I walked in, all
your employees were talking and laughing amongst
themselves and ignored me until I asked a
question.
- There was no management
around. Remember the old saying “when the boss is
away, the mice will play.” Guess what? They do!
- When I told your staff
about my problem, which was important to me, no
one sympathized with me. It was ‘business as
usual’ for them.
- Everyone looked angry. No
one was smiling. Remember, sometimes it’s the
things you ‘don’t do’ that make me want to go
elsewhere.
Thanks for
listening. We all know these are basic common sense
topics, but we also know that basic common sense
isn't too common.
Nancy Friedman is
President of Telephone Doctor, a customer service
training company in St. Louis, MO. She is a featured
speaker at association and corporate meetings. To
receive our free monthly email article on customer
service and a free subscription to the Telephone
Doctor Newsletter, The Friendly Voice, email
press@telephonedoctor.com or call 314 291 1012.
webmaster mike
@ custsvce.com Just remove spaces
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