Jodi Beuder
Jodi Beuder
We help organizations create a positive connection between customers and brands. We promote synergy through integration as it builds on the decades of collective history of renowned expertise. MHI Global is your comprehensive source for customer-management excellence solutions to compete in today's ever-changing, customer-centric environment.
3 C’s of Accurate Documentation
As frontliners in customer support and/or after-sales service, we endeavor to equip call center agents with as much knowledge and competence as possible for...
How to be the Best Manager, Trainer and Coach to Your Employees: Tips from
Well, maybe not directly from Whoopi Goldberg, but from her character Sister Mary Clarence in the film "Sister Act." I recently saw this movie...
Looking at the “C” in FCR
Reading up on call center metrics, you will most likely encounter the acronym FCR, which stands for First Call Resolution. FCR scores track if...
PRINTOUT: Top 10 Customer Service Skills – Keep a Copy at Your Desk
If you start your career as a customer service representative (CSR), you are given some basic training from your manager to get you acquainted...
Fun Game to Learn Cross-Selling in Customer Service
When teaching your inside sales team how to cross-sell, many techniques are required for a smooth and successful transaction. First, it's important for...
Four Tips for Coaching Difficult Employees
In Part of any staff manager's job is to work on their employee's job success. When the employee is resistant to training or change,...
How to Build a Customer Service Brand
According to customer service guru and blogger Seth Godin, "A brand is the set of expectations, memories, stories and relationships that, taken together, account...
The Service Profit Chain: How to Get From High Quality Support Services to Profit and Growth
According to the Harvard Business Review, CEOs "understand that in the new economics of service, frontline workers and customers need to be the center...
The Top 5 Ways to Deal with Upset Customers
Working in call centers and the field of customer service means that inevitably, you and your team will deal with upset customers. The upset-customer...
Maximize Your Company’s Cold Calling Training with these Dos and Don’ts
Cold calling is a hard art to master, and when conducting cold calling training for your team, the instructing part can be just as...
How Internal Metrics can Help You Decrease Turnover Rates
In the world of call centers, metrics are king. Resolution time, first call resolution, CSAT scores, and average call duration, to name a few,...
Is Your Sales Team Getting the Most out of Your Sales Coaching?
A colleague of mine from Miller Heiman surveyed a number of sales managers by asking how much true coaching they have done in the...
What’s Apple’s Secret for their Legendary IT Customer Service Training?
Apple is a company known for, among other things, attention to details. Steve Jobs had a reputation for being uncompromisingly particular about every part,...
When Things Go Wrong, Don’t Forget the Core Principles of Customer Care
Recently, I had an experience whereby the principles of customer care sorely failed, and it reminded me that even when logistics break down, supplies...
Is Your Customer Loyalty Program Following the Trend?
American Express performed a survey, where results discovered "seven in ten Americans (70%) are willing to spend an average of 13% more with companies...
Celebrate Customer Loyalty Month: Top 5 Customer Loyalty Tips
If you are in the business of customer service and customer support – take note: It's Customer Loyalty Month. What does this mean? Well,...