Posts by Karen Spann
What are the five steps to having difficult conversations at work?
Five Steps to Having Difficult Conversations at Work So you need to have a difficult conversation…now what? Difficult conversations are inevitable if we want to keep the atmosphere palatable and productive in the workplace. Ignoring issues or failing to address difficult situations by avoiding conversations altogether may have effects that bleed into your entire business…
Read MoreHow Do Managers Train to Have Difficult Conversations?
As a manager, you’ll likely encounter a number of situations with which you’ll need to have a difficult conversation. A few examples of difficult conversations with employees might be providing feedback following an incident, discussing poor performance or tardiness, or even conflict resolution within your team. Regardless of the reason, you’ll want to be prepared…
Read MoreWhat Are the Roles and Responsibilities of a Call Center Head?
The call center manager is an important role within a customer service team. Their actions and behaviors will set the tone for how the other members of their team conduct themselves, so a call center head must be a strong leader. What are the roles and responsibilities of a call center head? In a nutshell,…
Read MoreWhat Are the Main Responsibilities of a Call Center Representative?
Call centers serve as a team of customer service specialists who manage inbound and outbound customer phone calls. They are an important part of any organization because they interact with customers on a daily basis and are often the “face” of a company. What is the job description of a call center receptionist? Call center…
Read MoreWhat Are the Duties and Responsibilities of a Customer Service Agent?
The role of customer care in an organization is significant because it is a consequential factor for many customers when they are deciding where to spend their money. The quality of customer service that a customer receives can influence their perception of the organization and determine whether or not they will be loyal customers. What…
Read MoreWhat Are Good Examples of Hard Skills for a Customer Service Rep?
When determining the importance of soft skills versus hard skills, there isn’t always a clear front runner. There are some occupations that require a higher level of one over the other, but for many professions, both hard and soft skills are equally important for job success. What is the definition of hard skills? While both…
Read MoreWhat Are Examples of Technical Skills for a Customer Service Rep?
Technical skills are important for many jobs, and customer service is no different. There are certain types of technical skills that are beneficial for those working in customer service. Are technical skills hard skills or soft skills? There are a number of skills needed to complete various jobs, and they are broken down into two…
Read MoreWhat Are the Most Important Qualities of Good Customer Service?
Loyalty and self-sufficiency are characteristics of a good customer, and good customers are who companies want to attract and keep for the long term. This starts with providing excellent customer service in addition to quality products and services. What is good customer service? Thanks to the internet, customers have a seemingly limitless number of options…
Read MoreWhat Is the Role of a Customer Service Executive?
Customer service can embody many names and roles, but they all have the same goal – a satisfied customer. Customer service executives have an important role in ensuring that customer service teams are operating efficiently and providing the best customer experience. What are high level customer service skills? Providing excellent customer service requires employees to…
Read MoreWhat Are Five Good Customer Service Traits?
Just because customer service representative is typically considered an entry level job, doesn’t mean that it’s always a simple one. Companies should look for people who possess certain traits and skills of a good customer service representative. What are 5 good customer service traits? Being a customer service representative isn’t the easiest job, and there…
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