by KKamenwa | Aug 13, 2014 | Blog
It is necessary to develop policies and procedures that are in alignment with a ‘caring’ culture. Policies are principles or guidelines created or adopted by an organization to reach its long term goals. They are designed to influence and determine all major decisions...
by KKamenwa | Aug 6, 2014 | Blog
Compassion and care is one of the basic emotions of the human experience and given how much time we spend working, it’s vital that we make it be a part of our work lives. Studies have revealed that when people work in a companionate atmosphere, they perform better....
by KKamenwa | Jul 30, 2014 | Blog
We already know that Soft Skills (Emotional Intelligence) is a very important attribute to consider when hiring the right customer service agents. But once you’ve hired the right agents, there still work to be done. You must indoctrinate and train them from the onset...
by KKamenwa | Jul 23, 2014 | Blog
Providing ‘caring’ customer service starts with hiring the right people. This is a very critical step if you are going to reap a significant return on investment for your organization. While hard skills, experience and education are important, even more crucial are...
by KKamenwa | Jul 16, 2014 | Blog
I went on a quest to find out what the number one thing customers really want and expect from a vendor or service provider after they purchase a good or a service. I surveyed my customer service agents who have a combined total of 26 years of hands on experience in...
by KKamenwa | Jul 14, 2014 | Blog
One of my customer service clients, I’ll call him Joe (to protect his privacy), implemented ‘welcome calls’ upon my recommendation. In addition to answering customer service phone calls and replying tickets, we started making warm friendly welcome calls to all his...
