Guest Author: Scott Miraglia, CEO, Elevation Marketing
Customer service isn’t just a buzzword. When done right, it works to attract, retain, and convert more customers. 90% of Americans view customer service as a signal to determine if they should do business with a company.
Additionally, nearly half of Americans switch to a new company after having a poor experience with a vendor.
This is why focusing on enhancing and improving the customer experience for your prospects and clients should be a key component of your lead generation strategy.
In this post, we’ll provide five tips meant to help you bump your customer service offerings to the next level. Continue reading
Some people tend to go through life without making changes to their appearance. Others frequently change their look to reflect current trends or change with the seasons; women sometimes go from long hair to short, men often grow a beard. Regardless of the change, even minor improvements can have a dramatic impact. Let’s apply the same concept to the contact center.
Call centers get a bad rap for being stress inducing, soul sucking, and just plain dreadful places to work. That may be true for some, but if you’re a savvy call center leader, making the most of your work, and walking away from each day unscathed, is completely possible. Not all of us know the secret to keeping a positive and productive outlook at work, but thankfully we have the Internet for that. 
What does customer service mean to you? One might think the answer to that question is universal, but that’s not necessarily the case. People will define customer service in different ways. A retailer might think it means ensuring customers quickly find what they need online or in-store, and a financial institution might think it means ensuring that they respond to customers in a timely fashion. Since Fonolo is a solution built for the contact center space, I started to think about what customer service means to a call center agent. The first thing that came to mind was handling a difficult customer. For a CSR to be successful they have to understand how to deliver customer service in the most challenging of situations – with an irate customer.
