As support professionals, we do our best to help customers resolve their issues. Sometimes we look like rock stars, and sometimes resolution is more difficult, maybe even unattainable. In these cases, emotions run a little higher and it’s crucial that we treat the customer with respect and sincerity, avoiding trite responses like the classic “we regret any inconvenience this has caused.” That’s sounds a lot like “sorry, not sorry,” and insincere apologies can increase contact volume, especially in email, chat,…

While support centers are spending lots of energy launching, training for, and monitoring service in chat and social media, many customers still prefer email. According to Dimension Data, email is the second most popular support channel for Baby Boomers and Gen X-ers and the most popular channel for Gen Y-ers. Whether email as a support channel is “dying” may be up for debate, but what’s certain is that email’s not dead yet. In this session, you’ll learn best practices for…