From the Interwebs

  • Mike Peters

  • May 10th, 2019

9 Secrets to Having World-Class Customer Service

Every time a customer contacts your business, you have a choice to make. Be like everyone else, or exceed your customer’s expectation and leave a lasting impression that turns customers into raving fans.

Handling tens of thousands of phone calls, emails and live chats on behalf of our clients, we found there are three keys to standing-out and building a following, one engagement at a time: a) Positivity, b) Empathy and c) Resolution times.

Positivity always wins. Our customer support agents are trained to stand up, smile and use positive keywords to brighten up the caller’s day. Empathy is about active listening, re-iterating what was said and truly caring. And finally - Resolution times is the ability to solve the caller’s issue as quickly as possible. When there’s no immediate resolution – communicate an ETA and do whatever it takes to beat it, once again – exceeding the customer’s expectation.

Remember this formula: Happy customers = Expectations < Actual Experience

Whether you are handling customer support in-house, or using a company like us, make sure the support team commits to these three principles and your customers are going to love doing business with you.

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  • Mike Peters

  • January 24th, 2019

Mike Peters' Rollercoaster Journey from Young Millionaire to Flat Broke to Running a $1 Billion-Plus Business

Mike Peters will never forget the day his mother-in-law came to visit his family in Florida. She wanted to bathe his young daughter, but the water wouldn’t turn on. Embarrassed, Peters pretended he didn’t know why. The reality was he didn’t have the money to pay the utility bill.

"How did I get here?"" the 30-year-old wondered. As a teenager, he’d been a rising tech star. He developed and sold his first software at age 13. At 16, he turned down a job offer from Microsoft. By 23, he’d saved $1 million.

But his dot-com startup, a messaging platform, burned through that cash along with $6.5 million Peters had raised from investors. In three years, his company failed to make a single sale.

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