Customer Service Articles

By Elaine Senecal / Illustration by Chris Lewis “I can’t.” “You don’t.” “It won’t.” “I wouldn’t.” “It shouldn’t.” “We couldn’t.” It takes time, effort, and … Read more

By Rosanne D’Ausilio, Ph.D. With continued attention on customer service, customer retention, and lifetime value of the customer, it is no surprise that contact center … Read more

By Dr. Jodie Monger For the in-house call center, the callers are also the customers. For the outsource call center, it is not that simple; … Read more

By David Friedman Which of these two statements do you find to be more effective? “I think you might like this new service we offer,” … Read more

By Elaine Senecal / Illustration by Chris Lewis We know so well how negative remarks can affect our decisions to do business with people and … Read more

By Nancy Friedman Most of us think we’re pretty good at customer service, but can we be better? I’ve been training people on customer service … Read more

By Elaine Senecal/Illustrated by Chris Lewis Do you know this caller? This is the caller that doesn’t take a breath between words, the verbose caller! … Read more

By  Elaine Senecal; Illustration by Chris Lewis ACD, DID and CRT – just as bewildering as “10-76 with acutely hypertensive on board experiencing extreme diaphoresis.” … Read more

By Burney Simpson [Editor’s note: the following article was written for the credit card industry, but is equally applicable to any industry or organization providing … Read more