SCInc.

Not all customer-support providers are confined to phone support. Some provide desk-side support solely; but it’s not uncommon for a support professional to wear both hats. When supporting a customer in person, keep in mind that you still have only a few seconds to create a good first impression. Taking advantage of some key suggestions […]

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Anyone who has spent any time at all in the customer-support industry has at one time or another encountered this category of difficult customer. This is the customer who calls and immediately bombards you with foul or abusive language. These are the worst kind of difficult customers precisely because they seem to go out of […]

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It’s a common mistake made every day by managers who seek to develop the skills of their team and mitigate performance issues. Got a skills gap? Training. Got a development need? More training. Got a performance issue? Training . . . training . . . and still more training. Training is defaulted as the solution […]

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