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customer service

“Please Hold.” How to Handle Long Hold Times

“Please Hold.” How to Handle Long Hold Times

It is something everyone has gone through. It is an experience that can cause feelings of frustration and anger for you as the customer. It can also make you feel as though your time is being wasted and that the

Ann Pung November 20, 2015 answering service, customer service Read more

5 Ways to Recover After a Difficult Call

5 Ways to Recover After a Difficult Call

Working in a call center isn’t always easy. Customers often call when they are upset or dissatisfied, and agents sometimes listen to one complaint after another. Call center agents are tasked with quickly resolving the issues or irate customers, which

Ann Pung November 15, 2015 call center, customer service Read more

Why is Customer Experience So Important?

Why is Customer Experience So Important?

According to the 2014 Call Center Executive Priorities Report, 68% of businesses plan to increase their customer management spending to better their overall customer experience. But why is customer experience so important? Though there are many reasons why you should

Ann Pung October 23, 2015 business, customer service No Comments Read more

The Importance of a First Impression

The Importance of a First Impression

(And Why The Phone is a Great Place to Make It!) There is an old saying that goes, “You never get a second chance to make a first impression.” Nowhere is this truer than in business. Your customers’ first interaction

Ann Pung October 12, 2015 call center, customer service Read more

Keep It Local: Benefits of a Domestic Call Center

Keep It Local: Benefits of a Domestic Call Center

Outsourcing call centers can be a tempting option for businesses looking to lower costs, but often the initial savings don’t pay off in the long run. Local call centers provide invaluable benefits that outsourced call center can’t — and they

Ann Pung October 6, 2015 call center, customer service Read more

“YT?” Pros and Cons of Live Chat

“YT?” Pros and Cons of Live Chat

“Thank you for calling (insert company name here); the next available employee will be with you shortly, please hold.” We’ve all heard horror stories about being put on hold by customer service hotlines—complete with monotone automated messages and irritating music.

Ann Pung September 27, 2015 business, customer service No Comments Read more

Local Accents Increase Customer Satisfaction

“Hello, customer service. How may I help you?” With just those eight words, a customer may already be dreading having called customer service. No matter how simple a question they had, it’s now become a chore and will take up

Ann Pung September 17, 2015 answering service, customer service Read more

“Your Call May Be Monitored…

“Your Call May Be Monitored…

…or Recorded for Quality Assurance Purposes.” After hearing this statement over and over again while on hold or before speaking to some customer service representative, we have all grown accustomed to the idea that what we are about to say

Ann Pung September 4, 2015 answering service, customer service No Comments Read more

What Does “Customer Service” Mean to a Customer?

What Does “Customer Service” Mean to a Customer?

Customer Service from the Customer Perspective Today’s customers have had access to a wide range of customer service experiences. The options seem endless, and include talking in-person, communicating through emails or messages, and talking to an automated response system, to

Ann Pung July 30, 2015 answering service, customer service Read more

Cost Efficient vs Lower Sticker Price

Cost Efficient vs Lower Sticker Price

Every business is bound to throw their chips into the battle of quality versus quantity at some point. More specifically, businesses often struggle with the decision of either spending more money right off the bat for quality or spending less

Ann Pung July 16, 2015 answering service, customer service No Comments Read more
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