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call center rep

10 Statements A Call Center Rep Must Never Use

When a customer contacts a call center rep for help, complain or seeking help in a product or service-related breakdown, there is almost nothing that matters more to the ultimate success of the company than the language the representatives use. There are lots of things a call center service rep can say that come by as condescending, tacky or flippant. Things that could destroy the customer experience instantly. According to a study, nearly 70% of customers will quit doing business with an organization because they felt that a customer service agent treated them rudely or with indifference. Sometimes even these employees did not even realize it. Even the professionals who pore over the copy they present to customers overlook some […]

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thrones

Companies Must Learn From The Game of Thrones

The Game of Thrones has significant lessons in customer service for business owners. Cersei Lannister says to Ned Stark before his demise that when someone plays the game of thrones, there are only two outcomes: Either they win, or die. Once you fail in getting your customers right you fall at a risk of shutting down your business. Every business aspiring to succeed must put the following into consideration when it comes to customer service. Power of Information Varys and Lord Bealish can rise in the societal ranking by use of information by employing spies within the seven Kingdoms. They used the power of information and created wealth and big names for themselves. Likewise, during the current era, businesses in […]

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Call Center Communication

Twitter DM: A Revolution In Call Center Communication

Twitter has become one of the critical channels to drive customer loyalty and satisfaction. Customers today use Twitter to complain, escalate issues, get opinions from peers, and ask for help. Many people like Twitter for its ease of access and its inherent simplicity as a Call Center Communication channel. News about Twitter upgrading its direct message (DM) feature was received with different reactions ranging from downright panic to indifference to a great relief in business communication. The DM feature gives users more control by allowing them to opt in to receive direct messages from anyone regardless on whether the person wants to follow them back or not. Originally, two users had to follow each other for them to communicate through […]

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Customer Service

Retention: Comcast & Sky Redefine Customer Service

Two companies with recent incidences of poor customer service: Comcast and Sky have had their call center habits thoroughly lambasted. They have had cases where customer retention specialists forced unsatisfied customers to endure lengthy calls trying to convince them not to cancel their services. In these two cases, instead of canceling the customers’ services as requested, the customer service agents forced customers to endure frustrating hours trying to persuade them not to leave. Customer retention is in the minds of all businesses across the world. With rising costs of customer acquisition, companies are coming up with innovations, assuming proactive roles in retaining customers at all costs. The fact that customer profitability tends to increase over the life of a retained […]

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