Category: Customer Service

  • 4 Solutions for Your Customer Service Woes

    4 Solutions for Your Customer Service Woes

    It’s not easy managing customer service. With phone, email, Facebook, live chat, and many more communications methods, your customer service function might not be able to keep up. Plus, managing customer services like a pro is a whole profession of its own! Outsourcing to a one-stop customer service provider allows you to focus on research…

  • How Good is Your Customer Service?

    How Good is Your Customer Service?

    Gaining and maintaining your customer’s trust is a crucial component to happy, loyal customers. But it isn’t always easy. So let’s mix it up today and test your skills with a quiz! For each statement below, select the option that best describes your approach to customer service. The answers are found at the bottom. 1.…

  • Why ‘the Customer is Always Right’ is Bad Advice

    Why ‘the Customer is Always Right’ is Bad Advice

    “The customer is always right” was first coined in the early 1900s and was a go-to policy for floor managers in retail. But, unfortunately, customers also picked up the motto and have used it since as ammunition to get what they want. Let’s explore this adage and what it means for your customer care function…

  • Pitfalls to Avoid When Responding to Customer Complaints

    Pitfalls to Avoid When Responding to Customer Complaints

    A business never wants to hear that its customer has had a negative experience. Sometimes we react poorly to complaints. It’s easy to become emotionally invested in the incredible effort you know your team provides every day. So when you learn of a problem, why do you get all weird? There are five common and…

  • How to Convert Returns into New Sales

    How to Convert Returns into New Sales

    At Speed Answer, our representatives are always looking for ways to deliver value for our clients. One of those ways is in how we handle return inquires. Delivering products their customers love is at the heart of every ecommerce business. The last thing online retailers want is to issue a refund and receive an item…

  • 8 Ways Weather Can Impact Your Customer Care

    8 Ways Weather Can Impact Your Customer Care

    Mother Nature has shown that she can pack a punch, often when it’s least expected. From flooding to snowstorms to high winds, these weather incidents can impact your customer care functions. If your customer is based in a different location, they may not realize why they cannot reach you or why your hold times are…

  • The Three C’s of Outsourcing Customer Care

    The Three C’s of Outsourcing Customer Care

    When considering outsourcing your customer care, many factors come into consideration. Each provider has a unique proposition. The trick is to find the right provider for your needs. Here are the three C’s of outsourcing: Cost. The number one factor in the cost of running a customer care center is labor. Is your business located…

  • How to Reduce Average Handle Time in a Contact Center

    How to Reduce Average Handle Time in a Contact Center

    Picture it. Your customer service agents are busy, then comes a new wave of callers. Hold times are increasing. People are frustratedly waiting. Your team is getting tired. What do you do? Here we explore strategies to reduce average handle time in your contact center. These ideas can be applied to more than just telephone…

  • How to Help Your Customer Care Agents Recover from Difficult Calls

    How to Help Your Customer Care Agents Recover from Difficult Calls

    If you’ve ever worked in customer service, you know that each day brings new stories, some funny and others not, of the things your customers have said or did. From the customer who accidentally destroys your product and demands a refund to the customer who cracks jokes throughout a call. Sometimes those calls or interactions…

  • Should Your Business be using Text Messaging?

    Should Your Business be using Text Messaging?

    Customer service is important to you. Perhaps you’ve implemented email, telephone, social media, or maybe even live chat support. But what about text messaging? Your customer has their mobile device with them all day long. It is the easiest way to instantly connect and share information. An impressive 98 percent of all text messages are…