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


service sanity

Understaffed? A Strategy for Staying Sane

From holiday breaks to busy seasons to just plain decreasing employee numbers, we have all experienced the effects of being understaffed at some point. It’s easy to get discouraged or even bitter when you feel like you work sixteen–hour days, … Read More


service career

Customer Service Career: Building Beyond the Basics

In order to successfully build your customer service career, you’ve got to go beyond the absolute basics by following a simple strategy. You don’t want to be a customer service rep as a job – you want it to be … Read More


difficult calls

Difficult Customers: How to Deal With Them Gracefully

Your aim is to turn a difficult customers into those who will rave about their amazing customer experience with you to their friends and family. As anyone who’s worked in customer service will know, it can be tricky to deal with … Read More


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How to Learn Something ASAP

You remember when you first started in customer service. You had that wide–eyed, deer–caught–in–headlights look on your face as your boss glossed over the company’s policy handbook and instruction manuals. Then, fifteen minutes later, he waited for you to repeat … 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


take a break

Taking Breaks to Improve Productivity

You’re thinking, “Wow, I have so much to do! No taking breaks, just a solid work lunch.” I know what you’re doing. You’re glancing at your clock, tracking how much work you just got done in the last 5 minutes.  … 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


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