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Baowei in Biz Trouper

May 4, 2020

What is Customer Response Coverage?

If you work at customer service, response coverage is a KPI you want to keep track of.

Response coverage measures how able you are in responding to customer requests. It is expressed as a percentage.

Baowei in Biz Trouper

May 15, 2020

Saying I’m Sorry in the Workplace

Having lived in Taiwan for 10 years, I found that the phrase “I’m sorry to hear that” caused much confusion, especially with non-English speakers.

A coworker shared something bad that happened to her recently.

Baowei in Biz Trouper

May 6, 2020

How to Increase Customer Response Coverage

The easiest way to increase response coverage in customer service is to create an FAQ document.

To build this FAQ, simply record all questions you get from the customer and your response.

Baowei in Biz Trouper

May 21, 2020

Subject Matter Matters in Language Learning

Picking a good subject matter helps you become fluent in English, and any other language.

For example, if you practice talking about the current POTUS (President of the United States) Donald Trump, you will have impassioned…

Baowei in Biz Trouper

May 13, 2020

Making Language Exchange Work

Learning a second language is a useful skill. One popular way to practice is through language exchange.

Unfortunately, conversations revolved around repetitive discussions: where are you from, what were you doing here in the city, and how old are you.

Baowei in Biz Trouper

May 25, 2020

The Most Important Thing to Learn From Your Boss

Attitude is the most important thing you can learn from your current boss.

It’s a tacit knowledge honed by years of experience.

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Biz Trouper

This publication is for those who are in tech and wear different hats. You will find stories here based on real-life experience in product, engineering, and customer service. Enjoy reading on the job, 100 or so words at a time.

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