An impasse over carriage rights fees may result in a blackout of Comcast SportsNet Chicago for Dish Network subscribers beginning next month, potentially cutting off Chicago Bulls and Blackh...
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Customer service is a team sport — and not just for your customer support team. Accept that you'll never have a perfect grasp of every issue coming into the support center. Keep up with the big picture by maintaining open lines of communication with your team. And train every employee on your help desk software so they can all pitch in during busy times. Sure, you'll want to pass highly technical cases to the experts, but everyone needs to be able to help out. Successful startups can tell you that when everyone spends time on the front lines, it's easier to stay aligned around customers and maintain service levels when things get busy. There's nothing like talking to a support agent who really listens on all cylinders. Take time to understand issues and how they affect the customer's business. When people know you value their needs, they're more likely to stay with your brand. Encourage service agents to ask questions when interacting with customers. The more your agents know about your customers and their needs, the more of an asset those agents are to both your company and your customers.