Sharon Oatway
Managing Irate Customers in Customer Service
With the number of irate customers on the rise, being able to manage customer emotions is a vital customer service skill. Read more.
top of page
Search
Sharon Oatway
- Jan 22, 2021
- 8 min
Top 10 Customer Service Skills for 2021
Do your CSRs have the skills needed to deliver an experience that reflects your brand at its best. Check out the Top 10 CS Skills for 2021
Sharon Oatway
- Jan 22, 2021
- 7 min
Why aren’t we hearing more EMPATHY in customer service?
True empathy involves using our feelings to understand the feelings of someone else.
Sharon Oatway
- Jan 20, 2021
- 5 min
60 Days + 5 Ways to Lift your Call Center Net Promoter Score
As we continue to work with organizations to help improve their NPS, there are 5 key strategies that have proven successful across ...
Sharon Oatway
- Dec 16, 2020
- 9 min
Designing a Call Center Quality Assurance Scorecard
This guide highlights the key elements of a robust QA Scorecard that reflects your brand and delivers the customer experience that builds
Sharon Oatway
- Oct 21, 2020
- 4 min
Sympathy vs. Empathy ... and why empathy matters
Both empathy and sympathy express concern for another person’s well-being and are often used interchangeably -- but they are quite different
Sharon Oatway
- Oct 21, 2020
- 1 min
Walk a Mile in My Shoes - Coaching for Empathy
There has never been a time in our shared history where empathy has been more important. Empathy in business has always been vital to ....
Sharon Oatway
- Jul 28, 2020
- 9 min
10 Tips for a Great Call Center Agent Training Experience
As more call center agents work remotely, it is time for organizations to rethink their approach to new and existing agent training.
Kirk Dunn
- Mar 5, 2019
- 2 min
4 Ways Agents Can Leverage Empathy To Build Better Customer Relationships
Empathy is key to quickly and efficiently addressing the concerns of upset clients and building the rapport essential to achieving top quali
Kirk Dunn
- Jun 20, 2018
- 6 min
Moving from an "Exhausting" to "Effortless" Experience
We need to be constantly reminded of the EFFORT we ask of companies who do business with us. Is it worth it to the customer?
Sharon Oatway
- May 10, 2018
- 5 min
How to Leverage Empathy to Build Better Customer Relationships
We usually think of empathy as only being appropriate when we’re confronted with negative emotions; however, empathy can also fulfill that s
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
Kirk Dunn
- Sep 6, 2016
- 6 min
Saying “No” to “No” – the Art of Positive Language in Customer Service
No one likes to hear the word ‘no.’ It is an obstacle and an irritation. It stops us from moving forward on our chosen path. And when we run
bottom of page