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Don’t tell customers what you can’t do, tell them what you can do. Your staff will learn the Five Forbidden Phrases® of Customer Service followed by the Positive Alternatives they should be using instead. By following the techniques in this program your team will prevent service mishaps before they occur. Includes both telephone and face to face examples. Share this complimentary training lesson with your staff: ©ServiceSkills.com When you’re ready to empower your staff with proven customer service and team building training, please let us know. Click here to order the 12 DVD Telephone Doctor Customer Service Skills Library

Most of us realize that extraneous mouth noises can be really annoying on a business call. No customer service agent purposefully sets out to be a loud breather or to annoyingly slurp their drink or to hum a “passage of time” tune with their mouth. Unfortunately all those gaffes happen with startling regularity at call centers and businesses on a daily basis. Heavy breathing? Chewing gum? Eating food? Slurping coffee? Coughing or sniffling? They’re all annoying and have no business on a business call! Awareness is the key to avoiding mouth noises on a business call. Let’s make sure we

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When you take the “friendly” out of Business Friendly, the only thing you have left is business – business as usual. And we all know that’s just not good enough. You may be asking yourself, “What exactly is Business Friendly customer service?” We define it as the middle ground between being too cold, impersonal and uncaring, and the other extreme of being too familiar. I’m sure we’ve all experienced both. Here are five points to help you deliver Business Friendly customer service. Every Call is Unique – Don’t Become Desensitized: The customer interaction you perform at the end of the day

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Questioning techniques are an integral component to providing great customer service.  Sometimes you ask open-ended questions to get more information but you only get part of the information you need.  That’s when you use a probing question.  A probing question is a form of an open-ended question but it’s a follow up and it’s not as broad.  Probing questions will help you nail down specifics so you’re able to get your customer the help they need. Share this complimentary training lesson with your staff: This module is one of hundreds included with ServiceSkills.com, America’s favorite communication learning platform. To learn

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The goal of every customer interaction is to have a positive outcome, keep the customer’s business and have them tell others about their great experience. As a customer facing team member, you’re the front line in that regard. You can have a positive effect on the frame of mind of each customer and the eventual success of the transaction. Influence is part of leadership ability and leadership skills are stepping stones in any career path. Smart companies encourage career development and smart employees jump on a chance to learn. Customer service professionals who master the art of influence are going

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Millennials – No previous generation has entered the workforce with more stereotypes and greater potential. Today’s twenty-somethings were raised on a steady diet of technology, multi-tasking, social networking and 24/7 connectivity. But the rules of work are changing. Enjoy these thoughts from our awareness-building series. This series features a candid discussion with a panel of younger workers offering opinions and advice on how your organization can maximize communication, harmony and productivity across all generations. This learning module is one of hundreds included with ServiceSkills.com. To view more, request a no obligation demo.

Everyone’s had the experience where they meant to send a private response to a single person within a group email, but accidentally hit “reply-to-all.” If we were lucky, it was a limited mistake and only a minor annoyance. If we were less fortunate, it might have been the type of mistake that was extremely embarrassing. We’ve heard cautionary tales of someone being fired over an indiscreet email response. Whether it’s just annoying or it becomes an email storm depends on the content and who saw it. The key to preventing a reply-to-all mistake is to take this matter seriously. In a

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Low productivity is a problem as old as work itself. Adding an Internet browser to the mix will make this challenge even worse. To solve this, ask yourself ‘why people are wasting time?’ There’re likely only two reasons. Either: They don’t have enough to do OR They don’t care enough to do it. The way you deal with this is to create higher priorities for your team.  Here’s how: Interested in improving Customer Service, Teamwork, Conflict Resolution, Mentoring, Email Etiquette, Diversity/Inclusion and Leadership? Request a no obligation demo.

by Nancy Friedman When you or a team member face a challenging customer complaint, often times that complaint is more about validating the customer’s emotions than the actual problem. Angry customers need you to acknowledge that they’ve been wronged and they want your attention right away. Use our ASAP technique to effectively diffuse and handle upset, angry, irate customers: Apologize and acknowledge Sympathize and empathize Accept responsibility Prepare to help Feelings are key. We need to apologize sincerely, immediately and follow up with action. Insincere responses such as “Oh, I’m sorry” won’t help and could even cause additional damage. Imagine

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One of the worst ways to handle a customer complaint is to be passive. Passive behavior means you’re apathetic and don’t really care if the customer stays or goes. Be sure you avoid being like Paul Passive when handling your next customer complaint! We invite you to share this complimentary training lesson with your staff: This learning module is one of hundreds included with ServiceSkills.com, America’s favorite communication learning platform. To learn more, request a no obligation demo.