Monthly Archives: February 2016

How to Keep Everybody Happy All of the Time

They say you cannot keep all the people happy all of the time but this is a saying with which we beg to differ. In fact, if you are responsible for the customer facing section of any commercial organisation, pleasing all the people all of the time is a trick that you are going to have to try to master in order to enjoy a successful career. The easiest way to keep your customers happy is to make sure that whenever they get in touch with your company, their enquiries are dealt with quickly and efficiently, in a friendly and professional manner. If you can manage this, you will be well on your way to achieving your goal of continual and complete customer satisfaction.
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Taking Control of Your Corporate Telephone Answering Activities

As far as most companies are concerned, the responsibility for answering incoming telephone calls lies firmly with those who sit in reception. However, for the people who act as the public face of large corporations, answering the phone is just one of many duties for which they are responsible. Having to split their focus on a daily basis, between physical visitors and telephone enquiries, it is not surprising that the latter are sometimes neglected in favour of the former. This is just one of the many issues you will need to address if you wish to truly take control of telephone answering activities in your workplace.

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Why Customer Service Departments Are Coming Back To The UK

Outsourcing certain jobs to foreign countries is nothing new, but in the mid 2000s it seemed that every company wanted to move their operations abroad. Nowadays, if you need to speak to your bank or have a problem with your internet, there’s a high chance you might end up speaking to someone who is in another country. While some companies managed to still provide a decent level of service, others have found the feedback negative, and that’s why BT recently announced that 1,000 of their jobs are coming back to the UK. The firm aims to have 80% of their calls answered by UK based agents by the end of the year, which they hope will improve their service, but why are experiences with foreign call centres so often negative?
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Using Active Listening In Customer Service

If you’ve ever called a customer service line, you’ll know how frustrating it can be if you don’t feel you’re being heard. Sadly, no matter how efficient your customer service staff are, they can eventually become complacent because they’ve dealt with the same issues over and over again. That’s why companies are now teaching the skill of active listening. Traditionally associated with people who work in therapy, active listening is often used in situations where you need to resolve conflict. Here are a few ideas for teaching active listening, and how it can be used in your company.
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3 Tips for Improving Call Handling Performance

Today’s consumers have more channels through which to communicate with business providers than ever before. Email, chat, online messaging and video conferencing have given us a much broader base of commination platforms through which to reach out to and communicate with our target customers. However, the telephone is still a central component to any ambitious sales model.
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When Is a 24-Hour Answering Service Right for My Company?

We occasionally field enquiries from prospective clients who are not sure how to determine which of our services is best suited for their business model. For example, they may have come across other small businesses making the most of a 24-hour telephone answering service of the type offered by Message Direct. However, they’re not sure how to determine if such a service could actually benefit them.
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