When an angry customer phones your contact centre, there are only two possible outcomes. The customer will either be appeased and calm down, or be frustrated further and potentially drop your business. Angry or upset customers will often shout down the line, bewildering inexperienced customer support staff. By strategically placing your answers and using empathy, you can relax customers and restore their faith in your business.

The value of quality customer service must never be underestimated. As a customer's main point of contact within a company, it's customer service reps who are responsible for building relationships, converting new customers and keeping old ones.

Personalised customer service, which can be loosely defined as treating customers like individuals and not simply as customers, is the best way to provide a high-quality service that customers notice and appreciate.

There are many advantages to outsourcing your telephone answering service – from cost savings in staffing, to the peace of mind you’ll gain knowing your customers are speaking to expertly trained professionals.

It may seem a strange proposition – that a healthy, growing business needs to actively encourage customers to ring in to complain – but here are just a few reasons why that kind of feedback is vital

Answering the telephone is a vital element of any business. Despite the rise of the internet, the phone is still the primary contact point between clients and your business. The modern tendency to rely on email, social media and texts has, however, resulted in a loss of sk

As Customer Service Week rolls round again, it's perhaps a good idea to take a look at why this is such an important part of your business strategy. It doesn't matter what type of business it is, whether traditional bricks and mortar or exclusively online – if you don't have a commitment to excellent customer service at every stage, you will quickly run into trouble. The world is awash with examples of companies that fell into this trap – but there are also