Naomi Kelsey

Beyond the phone: helping your front line employees grow

Working in a call center is one of the few jobs that employees with little or no formal secondary education can do, and expect...

Top 10 reasons your employees are failing at customer service

1: They don’t know how to fix the issue                 This is the number 1 reason issues don’t get fixed. Lack of training, constantly changing...

Use these 13 expert tips to improve YOUR teams’ customer service performance

1: Track numbers                 Telling someone that they’ve improved by 5% since last week is more powerful than a simple “Good Job, keep it up.”...

Are you getting the most out of your up-sell efforts? How to up-grade the...

It seems to be just common sense that your reps shouldn't be trying to sell upgrades to irate customers, especially those whose issue did...

Blitzed! 5 top tips for offshore employees dealing with US Holiday season.

They're running on the fumes of a candy cane frappachino. They're trying to talk over the shrieks of visiting nieces and nephews, ...

These guys are good! Check out the Part II of the Buffer saga!

I have already shared the very well written email I got from Buffer with you. Now for Part II, in which I evaluate their...

Wanna see how to blow your customers’ minds? Check out this amazing email from...

My socks are blown off. My chest hair is curled. There might be some people enjoying ice skating in what's normally a very hot...

Unfixable: the most challenging obstacle I ever encountered in my call center days

If you've ever called an offshore call center that sounds like a busy street market, ringing with the sounds of a foreign language, you...

Tutorial: PhraseHacking!

Many articles and tutorials offer lists of helpful phrases and magic words that can turn a call around. I say that's only half the...

PhraseHacking: Use these “sentence autopsies” to create your own magic phrases

Many articles and tutorials offer lists of helpful phrases and magic words that can turn a call around. I say that's only half the...

The biggest mistake your agents are making in bill explanation: the Memento problem.

For almost all major companies who outsource customer service, "Bill explanation" in one form or another is a top call driver to their centers....

Woolie Boolie Got a Comb: using personal stories in your training classes

A world of stories: Source: weheartit.com In the top 3 of the most effective tools in my tool kit is the personal story. My...

Passion Pit: Must you be truly passionate about customer experience to excel?

A passionate life Source: http://weheartit.com/ Passion is what keeps you going when things are hard, unexpected challenges arise, or you get bad news. BUT: You don't...

Play with Lego Blocks!? 7 suprizing ways to improve your customer service skills.

Customer service tips usually follow the same formula or list format. They generally give well intentioned, but vague and overused advice about being empathetic...

The 5 types of reps you need on your phones and working your floor....

Who are they? They are.... Diamonds Pearls Jades Marcasites Golds Diamonds This type sparkles under pressure Who are your Diamonds? Diamonds are your superstars—they're expensive, dazzling, sparkling, upbeat, high...

Love thy trainer as thyself: Making trainer-friendly stuff!

How trainer- friendly is your training design? Abandoned Classroom (what you do not want!) Source: Flikr Images First, what do trainers want? · ...

Why you need to be taken down a notch: 6 reasons to ask your...

Feedback: You need it. It can be scary to put your "baby"-- your carefully created, lovingly made training event-- into the hands of what sometimes...

Falling off the gerbil wheel: Secrets from Collections you can use for better customer...

Inside the world no one wants to talk about in public but everyone's morbidly curious about....Collections. I worked collections for 6 months, and learned an...

Your email advisories and updates are awful. And they’re being ignored.

Here's what you can do about it. Why do they stink so bad? 1: They're getting lost in the clutter. Labeling them urgent, typing them in...

7 reasons you should “trip the web fantastic”

Wherever you are-- flicking through the TV spotting a super-cool graphic logo, idly scanning the cork-board announcements at your local coffee spot-- if you're...

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