An SLA, or Service Level Agreement is a negotiated contract between the service provider and the customer. For example, if you were outsourcing your technical support for all your printers you would want to know what printers were supported, who to call and when, what the response and resolution times are and what happens when […]

Is there anything else I can do for you today?
This is related to that potential “extra” that might be provided to the customer. Often customer service reps are reluctant to ask this question for any of the following reasons:

The call did not go well so asking the question seems counter-productive or insincere.
They are ready to […]

Most of us have to wait in line for something. Our expectation (a low one) is that we will wait in line for some period of time and then we arrive at the front of the line we will eventually receive service. What really chaps our hide is waiting in line, getting to the […]