3 General Rules for Showing Your Smile over the Phone/Web in the Contact Center

The other day I was reading Steve Curtain’s blog about Dairy Queen:  Something Indifferent, and it reinforced the notion, once again, that a smile really makes a difference in providing good customer service and sales.  However, a smile is much easier to measure in the retail environment because you see it.  Over the phone or web, it is more challenging, … [Read more...]