Providing excellent customer service can be a game-changer for businesses. Lousy customer service impacts a business’s overall performance and may even lead to its failure. According to American Express, 68% of customers say that the key to their positive service experience was a pleasant customer service representative (CSR). However, no matter how pleasant a business’s customer service […]

Upset customers always have a lot of things to say, and you have to be all ears for them as a support agent. And when the other line becomes silent, how you respond will dictate the flow of the conversation. Mistakes are part of running a business.  When this happens, expect the countless number of […]

As more businesses emerge in the market, the competition to provide excellent customer experience gets tighter. According to Gartner, more than two-thirds of marketers believe that companies compete more based on customer service. And while the rivalry of companies intensifies, customer expectation also rises. Zendesk reveals that 87% of customers hope for businesses to provide […]

How to say no to customers in a positive way? As a customer support representative, this might be an alien concept to you. You almost want to say yes to all of your customers to keep your relationship with them. It’s the only way to keep them, right? There is some truth to that because […]

Dealing with angry customers happens daily; it probably happens more often within a day than receiving praise for your company for an entire week. These interactions consume the majority of your agent’s time at work, and as your company’s customer service is your business’s lifeline; they need to know how to handle angry customers.  Angry […]