Service recovery is defined as converting a previously dissatisfied customer into a loyal customer. and apologizing sincerely is a subtle step that’s critical to effective service recovery. If a customer senses you’re insincere or just mouthing words you don’t actually mean, you’ll end up doing way more damage than good. We invite you to share this complimentary 60 Second Service Lesson℠ with your team: This module is one of hundreds included with ServiceSkills.com, America’s favorite communication learning platform. To learn more, request a no obligation demo.
No matter if customer service is delivered face-to-face, online or over the phone, resiliency is a critically important service mentality. Resiliency is defined as having the ability to bounce back from adversity. We’ve all heard the adage, “You can’t control what happens to you in life, but you can control how you react.” This is especially true for anyone in the customer care business. Client-facing team members regularly must serve as the lightning rod for customers who need to vent their frustration. Being aware of the importance that resiliency plays is the first step to changing behavior. We invite you
What is Workplace Bullying? Abusive workplace behavior is a pattern of mistreatment from others in the workplace that causes either physical and/or emotional harm. It can include tactics such as verbal, nonverbal, psychological, physical abuse and humiliation. In 72% of cases, the bully outranks the subordinate victim. Left alone workplace bullying costs organizations millions in lost productivity, turnover and poor morale. We invite you to share this complimentary learning lesson with your staff: This module is one of hundreds included with ServiceSkills.com, America’s favorite communication learning platform. To learn more, request a no obligation demo.
No matter if customer service is delivered face-to-face, online or over the phone, empathy is a critically important service mentality. Empathy is defined as the ability to share or understand in the thoughts and feelings of others. Do your customer-facing team member understand the difference between empathy and apathy?
Ever try to get work done, but a coworker keeps talking to you? It’s tempting to be rude back, but that’ll damage workplace friendships. So, how can you get all your work done without being rude to your coworker? Knowing how to address this situation is key to maintaining positive relationships without neglecting the obligations of your job.
Why is it that some people only choose to use their personality with friends or family? Coming across as bored and unmotivated is a major customer service faux pas. It’s also an easy problem to solve.
We invite you to share this complimentary learning lesson with your staff
Anyone working in the people business will tell you that occasional upset, angry, irate customers simply come with the territory. This best-selling training module teaches a highly effective four-part plan for calming irate customers and maximizing your chances of retaining their business.
You’re invited to share this complimentary training lesson with your staff.
Our job as service providers involves being friendly and building relationships. Giving one word answers to our clients will be perceived as cold and unhelpful. Learn to avoid one word answers by phrasing your responses in complete sentences.
We invite you to share this complimentary 60 Second Service Lesson℠ with your staff!
As we interact with customers, it’s important to build an atmosphere of agreement. One effective way to do this is to master the skill of using “tie-downs” in our conversations. Tie-downs are short, quick, follow up questions which help get your prospect or client in the habit of agreeing with you.
We invite you to share this complimentary 60 Second Service Lesson℠ with your team members.
We invite you to share this complimentary training clip with your team!
When a customer makes a request, isn’t it abrupt and shocking when the response is, “We can’t do that.”?
Instead, tell your customers what you CAN do!