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Supporting Front Line Customer Service Employees

Give them a break!

Customer support is not an easy task! No one calls to share good news or ask how you are doing. They are calling with a problem and want it solved. And they are likely upset and frustrated.

Customer service employees must have a thick skin and not take complaints (and […]

Is Two Better than One?

In today’s society we want everything better, faster, and more efficient than it once was. In fact, some of us want it cheaper as well. Even though we live in an environment of constant change and improvement, most of us have learned to adapt and even expect more than is even currently available. Pondering the […]

15 ways to improve your customer service

Improving customer service is essential to all companies. Even the best ones keep improving all the time. But did you know that staffing your call center with enough people might be wrong? Where should you start if you struggle with unhappy customers? That’s what I had in mind when I compiled these fifteen bullet points.


What Could You Learn From a Bunch of Clowns?

James Lawther has worked for 20 years (and a bit more) in all sorts of operational roles, from counting frozen peas to chasing tax avoiders. Currently he is the Head of Operational Excellence for a FTSE 100 company. He writes about customer service operations at Squawk Point,

It was raining, hard.

I […]