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Every brand makes mistakes sometimes, leading to negative experiences for customers. Interactions can be tricky for the Customer Service Team when customers are feeling frustrated, but it’s the team’s job to turn this around. As a Customer Service Advisor/Assistant, what you really don’t want, is to be the cause of that frustration- or to escalate […]
Wanting to outsource your customer service, but unsure of the lingo? Take a look at our A-Z of Customer Contact Jargon… ACW (After Contact Work) Work completed by the Customer Service Advisor following customer contact- this usually involves taking notes or completing actions promised to the customer. AHT (Average Handling Time) The average […]
Although the use of social media and live chat are on the up, email customer service still remains a firm favourite with customers reaching for their laptops, phones and tablets. But, is your email customer service really up to scratch? Here’s how to help your Customer Service Team top customers’ expectations… Make it Personal […]
A Day in the Life of PA to CEO, CFO & Directors, Sharon Hilton… 5.30- Alarm goes off… jump in the shower and get ready for work. 6.15- Check that hubby has gotten up for work and head downstairs to […]