Getting the right balance between humans and systems… In customer service, we tend to think we always know best. Sure, there’s that old saying “the customer is always right,” but nobody really believes that, right? I’ve talked about that before, and I won’t rehash it here. But I’m talking about Read more…
The world is changing. It has already begun. Some people have already realized this. Some are acting accordingly. They’re taking action, securing their futures, their families’ futures, and the future of their businesses. They’re already winning. There’s a book everyone on this list should read. Some of you probably already Read more…
And likely to fail for the same reasons… It’s that time of year again… Beginning of January. The time of year when most people make a list of goals or resolutions that they just know will finally fix all the things that need fixing in their lives. Maybe they want Read more…
Are your customer service agents NPC’s? (not good) This post came from a question I answered on Quora the other day… The person asked something along the lines of whether it was possible for a customer service agent to ever be “fully trained” for every possible customer situation. It got Read more…
Five Things To Know Before Taking a Job in a Call Center First, a bit of background. I had a hard time finding a job out of college. I did such exciting things as data entry, administrative work in an office (as a man), and my favorite, stacking heavy cement Read more…
The Curse of the Freebie Seeker… “reactivate and turn off auto renew scumbag” “Those who spend the most complain the least.” – The Four Hour Workweek by Tim Ferriss This isn’t new information to me. Probably isn’t to you either. But I was reminded this week just how true it Read more…
The Worst Part of Any Business… I’m getting out of customer service… sort of… Wall Street Playboys hate what I do… And so do I. At least by their definition. They said in a recent tweet that customer service is “the worst part of any business.” They go on to Read more…
Why is perception such an important part of customer service? “Some say you ain’t cool unless you gotz a AI chatbot…” This post was based on a question I recently answered on Quora. “What the eyes see and the ears hear, the mind believes…” A lot of people ask me Read more…
Why You Should “Fire” Your Customers… The customer is NOT always right. As some of you know, I regularly answer questions on Quora about customer service topics. The part you don’t see is how I decide which question to answer. It involves scrolling through page after page of questions. Wading Read more…
The Best Way to Deal With Disgruntled Customers Keep ’em gruntled! I don’t know if gruntled is a real word. My spell check says it isn’t. But you get the idea. Once you dis-gruntle someone (and if they’re not gruntled, assume it’s your fault until proven otherwise), it’s very hard Read more…