Bad Customer

Customer Misogyny: Women in Customer Service

“Isn’t there someone else I could talk to? Maybe a guy who understands the software?” “You look hot. Is that your real picture?” “Thanks, baby girl, you’ve been helpful. Can I call you sometime?” “Are you sure you’re qualified to … Read More


resource-tools

Customer Service Resources: A Definitive List

Customer service representatives who work from home are alone with their daily struggles and accomplishments. They are in contact with coworkers or other customer service reps via phone, video chat, or email, but can still feel isolated. Work-from-home agents also … Read More


work from home

Work from Home: How to Stay Sane

You probably hear, “Oh, it’s so cool that you get to work from home!” from friends, family, and new acquaintances more than you’d like. Some people even go so far as to call you “lucky” or say that they wish … Read More


scripted contented

Customer Service Templates and Scripts: Walk the Line

Customer service templates and scripts straddle a line for both customers and reps between super helpful and condescending and tone def. Balancing that can be a challenge. One of the most tedious aspects of life as an online customer service … Read More


customer care

Customer Care: A Kill ‘Em With Kindness Guide

Customer Care is everyone’s responsibility, but as an online customer service representative, you are often the first and last impression that your company will have on a customer. Their questions, concerns, and complaints all come to you – and you’re … Read More


workflow productivity

Workflow and How to Find It

Workflow doesn’t just mean your ability to sit through a day of work without being distracted by cat videos on YouTube (although that is an accomplishment all by itself). It refers to a system or pattern that allows you to … Read More


office redundancy

Customer Service Conundrum: Redundancies vs. Specialized Leads

In the world of online customer service, no position looks exactly like the next, and no job will be exactly like your last one. But when it boils down to promoting maximum efficiency as an online customer service representative, which methodologies and … Read More


stressful jobs

The Stress Management Conundrum

As an online support professional, your stress levels probably range from, “There’s nothing in my support queue. Time to eat chips and browse YouTube,” to “Where did all of these support tickets come from? I’ll be 80 before I close … Read More