Author Archive

Over the last month, the call center has held some incentive contests for all of its representatives.
The first was an Ipod giveaway. CSRs earned raffle tickets for perfect attendance, “kudos” received from a customer or client, perfect scores on quizzes, and no call manager errors. One Ipod will also be given away in November and [...]

When something goes wrong, I am the person’s first contact with the company. Whether they were sent the wrong item, a defective item, or they are outside of the time frame for the company to help…they get upset. When I have to deliver news a customer does not want to hear, I sometimes hear this [...]

In keeping up with the sports theme on the affiliate blog, and my job in building stronger loyalty between customer and company, I had to wonder how being a sports season ticket holder is about being a customer rather than just a rabid fan.
Season ticket holders put anywhere from $200 to $2,000 towards the privilege [...]

With a slow economy and people busier than ever, many customers anticipate turning to online shopping for their holiday needs. According to WebPro News, 49% of consumers surveyed plan to do their shopping on the Internet; as opposed to the 44% who will fight the brick and mortar store crowds.
The article looks at why [...]

You may have heard that first impressions cannot be changed. If you dress too casual for a job interview, you may have hurt your chances at getting the job; no matter how qualified you are. If you have company over and your house is not clean, that will be forever etched in your guests’ minds. [...]

Here in the call center, we have around 170 clients and we are growing nearly every day. When I explain my job to family and friends, I often get asked how I remember all the information for each client.
This is when I explain about the available resources such as our “Wiki” that details everything we [...]

You may recall that this past week, I wrote about a restaurant who failed to wait on me and my friend for a post hockey game meal. After putting in a comment via the restaurant’s website, I didn’t think anything would come of it. I have contacted companies in this manner before and almost never [...]

Do you often find yourself or your customer service employees inundated with the same questions day in and day out? Do you wish that you could focus on other aspects of your business without having to answer repetitive questions everyday?

If you’re looking to minimize some of the e-mails and phone calls so you can focus [...]

Whether you’re an e-commerce business owner, a regular online shopper, or have worked as a customer service representative, it’s hard to admit, but it can’t be denied: business is not always perfect. Sometimes, fragile products arrive to a customer’s door in pieces, an employee in the warehouse pulls the wrong item, an item is not [...]

As an avid online shopper myself, I am always looking on several sites for the best option when trying to purchase a product. Sometimes in my everyday work, I hear from customers who have read product reviews elsewhere and are asking me about whether I’ve heard similar concerns or what I think of the item.
In [...]