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So far ATCEN has created 62 blog entries.

6 Secrets to an Effective “Consultative” Sales Approach

By |2020-03-30T17:11:06+08:00March 17th, 2020|Categories: Sales Approach|

Zig Ziglar once said, “In order to achieve what you want in life, you must first help others in achieving what they want”. This quote has since been the mantra of every successful and would be salesperson. Gone are the days of a “didactic” selling approach, where the salesperson would feed information or instructions on a [...]

[Part 2] Who Lost Your Customer?

By |2020-03-30T16:51:06+08:00March 15th, 2020|Categories: Customer Service|

Delighting customer service experiences are difficult to come by let alone be created at every opportunity by an organization. So what is within the control of organizations that endeavor to fulfill this highly demanding requirement of everybodies like you and I? Establish a Service Charter Creating service charter by innovating (read plagiarize) or modifying existing [...]

[Part 1] Who Lost Your Customer?

By |2020-03-30T16:42:35+08:00March 13th, 2020|Categories: Contact Center|

You gain and you lose customers everyday. The sad unfortunate fact is the latter seems to be a more common experience for most organizations resulting in unnecessary dollars spent on gaining new ones. Has your organization seriously focused on why you are losing customers? Or a better question to ask is WHO is causing you to [...]

The Life Cycle of Customer Service: From Conception to Birth

By |2020-03-30T16:39:37+08:00March 10th, 2020|Categories: Customer Service|

Like the birth of a human baby, the ideals of customer service in an organization go through a similar “birth-cycle.” From the moment of realization that there is a need for customer service to sustain competitiveness in business (Conception) to the actualization of an impressive customer service delivery process (Birth). The following analogy provides a frame [...]

The Evolution of the Contact Center Agent

By |2020-03-30T16:31:40+08:00March 7th, 2020|Categories: Uncategorized|

With the increasingly demanding role a contact center is playing in an organization, the responsibilities of the contact center agent are changing rapidly. How have these responsibilities changed? Who is the most suitable individual for a contact center position? What skill sets should these individuals possess? Read on to discover who the ideal individual should be [...]

The Dummies 6-Step Guide to Good Customer Service

By |2020-03-30T16:30:09+08:00March 5th, 2020|Categories: Customer Service|

The oddest thing happened to me recently, I achieved invisibility! Being a consummate stickler for long drawn out processes of large financial organizations and how defects seem to creep into the best thought out, multi-million dollar consultant assisted workflows, I had gone to a local financial institution to complaint of an over-charge of interest on my [...]

Telephone Greetings: The First Step to Customer Service

By |2020-03-30T16:23:01+08:00March 3rd, 2020|Categories: Customer Service|

A positive first impression is one of the most crucial factors in the successful delivery of spectacular customer service for callers to any organization. The telephone greeting symbolizes the inception of the customer service delivery cycle. The fact that many organizations do not recognize this is alarming. The general practice is to focus the setting [...]

Service and the Holiday Season

By |2020-03-30T16:12:12+08:00February 29th, 2020|Categories: Uncategorized|

The business world takes a downturn in activity. Bright, colorful decorations adorn streetlamps and shopping centers; the economy is given a boost by increased consumer spending; holiday music triumphs over Top-20 hit music on the radio. “Do I smell the holidays approaching?” Service seems to improve during or approaching any holiday season. This remarkable phenomenon is [...]

Defining the Customer Experience

By |2020-03-30T15:46:13+08:00February 27th, 2020|Categories: Customer Service|

“How are you currently measuring the actual customer contact experience of your customers?" Quantifying customer experiences across customer segments is essential in order to identify both opportunities for increasing revenue from customers and risks of customer defection. This article will provide an introduction to an emerging area of CRM, defining actual customer contact experience; a [...]

The Best Customer Service Quotes

By |2020-03-30T15:40:18+08:00February 25th, 2020|Categories: Customer Service|

Over the years I’ve developed a passion for collecting quotations. They come in all manner of topics, shapes and sizes. Some of the quotations are humorous, some serious and mostly thought provoking. Below are some of the better quotes related to customer service that I’ve come across. As you go down the page, spend a minute [...]