Front of the Pack

Brand Your Helpdesk, Improve Customer Experience

Branding might seem a concept that falls more into the realm of marketing than customer service, but smart business people know that the two are highly interrelated. The main goals of a helpdesk are to bring greater efficiency to the...

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Your Support Team

The #1 Customer Service Tool: Your Support Team

Regardless of the many tools on the market that are advertised as essential to the customer service process, anyone in customer service knows the #1 customer service tool any business can employ is a competent, happy, customer support team. It’s...

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Customer Concerns

Clarifying Customer Concerns

A customer service representative must hone a great number of skills to become outstanding at customer support; the ability to communicate well with customers is easily one of the most crucial. Effective communication is especially challenging when working with a...

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Social Networks

Why Social Media Can’t Replace a Help Desk

With the endless proclamations of how crucial social media is to business, a discussion of its difficulties and limitations often gets lost in the hype. Use of socialmedia in customer service certainly has value and shouldn’t be neglected, but there’s...

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Words for Customer Service

Top 10 Go To Words for Customer Service

As previously discussed, striking the right tone during customer service correspondence is a crucial component of ensuring a positive customer experience. Customer service professionals learn certain words over time that, when used regularly, create the right tone to present the...

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Front of the Pack

5 Key Lessons for Customer Service Training

Once a company finds the perfect fit to join the customer service team, the first few days and weeks on the job are a crucial period for equipping the new hire with the knowledge needed to be an exceptional customer...

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Handle Customer Service Calls

How to Take Control of a Customer Service Call

Every so often, the role of a customer service representative can veer uncomfortably towards that of a therapist. For some people, when upset, the knowledge of someone on the other end of a phone line that’s willing to listen is...

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