Moments are unforgettable experiences that stand out easily when we remember past events and interactions that happened at a place or with an organization. In this episode we discuss why and how to deliberately and creatively incorporate exciti

SATISFYING IMPATIENT CLIENTS.

Jul 21st, 2021 9m 58s

Resolution time is a very key component of customer service. In this era of instant technologies, customers wants to get a final solution to thier complaints immediately without regards to processes or SLAs. In this episode, we interview a spec

IRATE CUSTOMER'S EXPERIENCE - The CSA' Perspective.

Mar 23rd, 2021 35m 5s

In this maiden episode, containing multiple parts, we interview various professional Customer Service Agents and discuss tips & tricks they use in managing customers who are dissatisfied (often to the point of being IRATE) with their organizati