
What makes people do things on the phone that they would never do in front of someone in real life? From yawning loudly to sounding bored, these practices and others add up to seriously poor phone[...]
Read More…

Emotion? What could emotion possibly have to do with business phone calls? Surely a phone call from a customer to a business is just a straightforward exchange between two people? Many of us would[...]
Read More…

Do you remember when the most frightening customer service ‘fact’ was that an unhappy customer will tell 15 people about their bad experience? Here’s a new one: a single tweet can wipe £1bn off a[...]
Read More…

David Chapman, Customer Service Director of Answer4u, considers what businesses and politicians can learn from each other when it comes to customer service...Anyone who still thinks general[...]
Read More…

Looking at those themes, here are five key ways that businesses can get their customer service wrong – along with tips on how to avoid the pitfalls. For small or fledgeling companies, a knock to a[...]
Read More…

The boom in mobile communications and internet technology has really opened up the ways we can all communicate with each other in our daily lives. According to the 2018 communications market report[...]
Read More…

As your business grows, your turnover should increase, but so too will the elements needed to produce that increase, for example, the right staffing, premises, production equipment and investment[...]
Read More…

Answering the phones may seem like a simple part of running a business – we all do it all the time, so how difficult can it be? Actually, as an integral part of offering excellent customer service,[...]
Read More…

The word ‘crisis’ may automatically bring with it a certain sense of dread, but with the right amount of planning for the unexpected, companies can face down crisis situations (even if only through a[...]
Read More…

In the ever onward march of modern technology, we humans have sometimes felt uncomfortable about the increasing automation of telecommunications – from machines calling us with recorded messages to[...]
Read More…