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    Managing Irate Customers
    Sharon Oatway
    • Jan 27
    • 7 min

    Managing Irate Customers

    With the number of irate customers on the rise, being able to manage customer emotions is a vital customer service skill. Read more.
    4 Reasons Why Customer Surveys Are Challenging ... and 1 Under-Utilized Alternative
    Sharon Oatway
    • Jan 20
    • 5 min

    4 Reasons Why Customer Surveys Are Challenging ... and 1 Under-Utilized Alternative

    We all know how important it is to check-in with our call center customers from time to time to see how we are doing … from their perspectiv
    Why Sales is an Essential Skill for Every Call Center Agent
    Sharon Oatway
    • May 22, 2019
    • 3 min

    Why Sales is an Essential Skill for Every Call Center Agent

    Every call center agent would benefit from sales skills whether it is selling a product/service directly or selling an idea/option.
    Customer Experience – Just another catch-phrase?
    Sharon Oatway
    • May 10, 2018
    • 3 min

    Customer Experience – Just another catch-phrase?

    Those of us who have worked in customer service has been focused on removing ‘pain points’ from our processes and products for years. Those
    Approaching Customer Service with a 'Beginner's Mind'
    Kirk Dunn
    • Mar 6, 2018
    • 3 min

    Approaching Customer Service with a 'Beginner's Mind'

    A beginner’s mind is open and aware, ready to experience new things. A beginner’s mind approaches tasks and events without the baggage of pr
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