Robert Johnson

Watch Your Language: How to Converse with Customers More Effectively

“I’m going to put you on hold for just a second.”; “I think you misunderstood me just now — what I actually said was…”;...

Steps to prep your support team for the holidays

The holidays are often seen as high-volume times for retailers and other business-to-consumer organizations. However, business-to-business companies also ...

Top Five Ways Customer Service Affects Bottom Line Results

Virtually all businesses acknowledge the importance of customer satisfaction – it’s usually right there in the mission statement. But the...

Top Three Ways to Personalize the Customer Service Experience

Nothing can make customers feel more like a cog in a machine than reaching out for help via a call or email and facing...

Harness Three Social Trends Impacting Customer Support Teams (and Boost Your Bottom Line)

Customer support today is vastly different than it was just 10 years ago. Early in my tech career, the phone was the primary method...

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