PHCE Call Center: Handling Complaints Effectively

PHCE Call Center: Handling Complaints Effectively

The first step in effectively handling a complaint is to develop a plan within your company. This would include empowerment levels, when, where, and who should handle complaints and the escalation process. The plan, once developed, should be clearly communicated to...
Residential Contractors: Why Attend a Peer Group?

Residential Contractors: Why Attend a Peer Group?

Every year, Nexstar Network members host a peer group or two, which are events open to a limited number of both Nexstar members and those interested in joining Nexstar. It’s an invaluable way to look closely at another business’ practices and to find out whether...
PHCE Call Center: Five Mistakes That Great CSRs Avoid

PHCE Call Center: Five Mistakes That Great CSRs Avoid

Have you ever thought of what a great customer service representative looks like? What characteristics do they have that make them great? Is it the tone of their voice? Is it their caring and concerned nature? I challenge you to take a moment and picture this precious...