Many organizations focus on strengthening emotional intelligence (EI) of their management staff. While this is important, just as important is strengthening EI of all employees – at all levels, especially those employees who interact with customers. Strong emotional intelligence enables us to avoid or reduce conflicts and to manage through them when they do occur. […]
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 By Gina Abudi, on June 28th, 2018 By Gina Abudi, on June 27th, 2013 Give them a break! Customer support is not an easy task! No one calls to share good news or ask how you are doing. They are calling with a problem and want it solved. And they are likely upset and frustrated. Customer service employees must have a thick skin and not take complaints (and […]  By Antonio Ferraro, on June 25th, 2013 In today’s society we want everything better, faster, and more efficient than it once was. In fact, some of us want it cheaper as well. Even though we live in an environment of constant change and improvement, most of us have learned to adapt and even expect more than is even currently available. Pondering the […]  By Frode Heimen, on March 6th, 2013 Improving customer service is essential to all companies. Even the best ones keep improving all the time. But did you know that staffing your call center with enough people might be wrong? Where should you start if you struggle with unhappy customers? That’s what I had in mind when I compiled these fifteen bullet points. […] By Gina Abudi, on July 18th, 2012 And what are you doing to change things?? Consider both your internal and external clients. What drives them nuts? What practices or processes do you have in place that are not conducive to good customer service? Let’s look at some examples of what might be driving your clients crazy: When employees contact HR for benefit […] |
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