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The ability to stay cool when situation becomes challenging requires a great degree of personal control. But, what’s most important in today’s customer service environment is not just how well a frontline rep can handle one particular challenging interaction, but how well he can... read more
When clients need to contact a company’s support, they always want to hear the yes answer to all their requests. But that’s not always possible, is it? We all take denial very seriously. It can cause an emotional, or even childlike response. We shout, hang up and threaten to... read more
There are few things that can save you as much effort and man-hours as having a functional knowledge base on your website. Without a knowledge base, your agents need to provide all kinds of information during one on one conversations with customers. The information is there, but... read more
Handling a support ticket can get brutal. Whenever you think you're done, you get another one waiting in line. There's also the support ticket that nobody wants to touch because it's too difficult. Bouncing stray tickets from department to department can easily get in the way of... read more
