It's not all about YOU! Stop over using the word "I" in your presentations. Choose wording that involves the customer in the conversation and decision.
Video lesson explores the importance of taking ownership after any service mishap.
Do your customer-facing team members understand the differences between features and benefits?
Most people like hearing their name. This short video lesson explains how to use, but not overuse, the customer's name.
Many service professionals face repetitive situations....the same type of call over and over. It's important to make that interaction feel fresh for your customer.
A face-to-face example of Paul Passive checking a customer into his hotel. Ouch!
Probing questions are a type of open ended question that follows up to tack down specific information.
Telling an upset customer to "Calm Down" will actually have the opposite effect.
This blog article serves up ten important reminders to improving customer service skills.
Download our complimentary Customer Service & Communication Skills ROI White Paper.
Blog entry describes the subtle art of using "soft-questions" to up-sell, cross sell and invite customers to do more business.
Explores the proper usage of the various address fields when sending an email. When do you use TO, CC and BCC?