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Welcome to the final days of 2012…
…and the beginning of a new customer conversation. For most of us, a year-end brings with it an honest assessment of our achievements during the previous 365 days. While reviewing my own efforts, I...
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A better email template for Zendesk
If you’re a new customer of Zendesk, you’ve probably noticed the bland default HTML template. The simple default is the best choice for those just starting out because it’s uncomplicated to read if...
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Increase email response rates using single-click email
In this article, my goal is to explain the implementation of a single-click feedback score directly within your customer’s email client. Ok, it doesn’t exactly work that way technically, but that’s...
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Customer Pet Peeve #421:The “Premature Solve”
Very few things are more frustrating to a customer as an email help request that’s marked “Solved” when it isn’t. Too many help desks and contact centres do not understand the great emotional pain the...
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Find the right customer service hires using scenarios and online testing
Smart customer service managers know that hiring is one of the most important things we do; how important becomes painfully obvious when we hire people who lack the written communications skills...
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Don’t sweat for tech: make customer service skills your hiring priority
In the 2006 movie “Rocky Balboa”, Sylvester Stallone wanted to cast a real boxer (Antonio Tarver) in the role of Mason Dixon, as he thought it would be easier to teach a real boxer how to act than to...
View ArticleThe most important thing to do when training your team
Do you manage a growing team? Are you struggling to keep them informed and trained? One of the most powerful things I learned is to start with an assessment, by creating scenario-based multiple choice...
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