It was 2002, and during the preceding months I had worked my way up from an inbound customer service agent, to a team lead of 4, to supervising the company's 2000+ telecommunication accounts within the United Kingdom. The company was thriving, even during a challenging...
We hear a lot about company cultures these days. Zappos has a great culture, while often Amazon gets a bad rap. But what exactly makes a company culture great? Why should you worry about your company's culture, and what does “dressing in drag” have to do...
In the contact center industry, we often find ourselves on the receiving end of some pretty mean-spirited customer complaints. These can be painful conversations. On multiple occasions I’ve seen customer service representatives brought to tears as a customer angrily complains about an issue. Without tools...
“Your customer doesn’t care how much you know until they know how much you care.” – Damon Richards. How do you create exceptional customer service experiences for your customers and show them that you care? Sure, you can solve their issues immediately. You can give them allowances...
This past Friday ClearSource held it’s Q2 State of the Company Discussion at ClearSource’s headquarters in Sandy, UT. Nearly the entire leadership team, consisting of 31 individuals, attended the discussion where a wealth of information and strategy was presented to further secure ClearSource as a...
What do you want? Great question. If you’re asking me, it depends on what you want to know. What do I want for lunch? That’s easy. Malai kofta with some vegetable biryani and garlic naan. What do I want out of life? That’s a bit...
Why are emotional connections so important in customer service? Imagine you’re sitting with an acquaintance. You’ve experienced an issue and tell them how strongly you feel about the problem. You could be very angry, distressed, frustrated, etc. Imagine that after you’ve finished expressing your emotion,...
Why is it so important to make your customers feel valued? Because when customers are dissatisfied, 96% won’t complain; they’ll simply stop using your products or services. So, how can you make your customers feel valued? "Thank your customer for complaining and mean it. Most will never...
This past week ClearSource held a Leadership Training at ClearSource headquarters in Sandy, UT. Nearly the entire leadership team, including program managers, team leaders, quality assurance, and executives joined for the meeting where a wealth of information and best practices were presented by ClearSource co-founder...
