Dec
14th
2007

How to Take Customer Criticism

Criticism – by definition is usually bad.  Merriam-Webster says, “the act of criticizing usually unfavorably”.  By the very definition of the word, to be criticized is a bad thing.  No wonder people have a hard time accepting criticism.  When you encounter criticism you have to realize two things. 1. Someone cares enough to take the [...]

Dec
10th
2007

Smiling Over The Phone Is a Must For Great Customer Service

Let’s look at some facts and see if we can get to the end of this dilemma that Jeff talked about over at the Contact Center Blog in this post. FACT: Smiling is something humans do as a sign of pleasure. FACT: Pleasure is something call center employees tend to lack in their jobs. OBSERVATION [...]