The Value of Tie-Downs
Tie-downs are short questions that come after your statement, and get the customer in the habit of thinking and saying "Yes!"
Call Center Training
One Word Answers
Replying to a customer with one word answers can have severe unintended consequences. Watch and learn.
Don’t be like Marvin Mope
If you've got a great personality, don't hide it. Use your Saturday night personality in customer service situations.
The Coworker Who’s Too Social
Some coworkers love socializing and chatting with others. While they're normally well-meaning, it can be a challenge to your concentration and productivity.
Empathy: A Key Service Mentality
Empathy. It's defined as sharing or understanding in the thoughts and feelings of others. Make sure your team members understand the difference between empathy and apathy.
Resiliency: A Key Service Mentality
Handling a variety of customer service issues can be challenging. Learning to be resilient is an important Service Mentality.
Apologize Sincerely
A key component to service recovery is the art of apologizing sincerely. Customers appreciate the genuine gesture. And they can tell when someone is just mouthing the words.
Avoiding Excuses
One way to make an already frustrated customer get even more angry is to offer up worthless excuses. Customers just want their issues addressed and problems solved, NOT excuses!
Great Service Starts with A Smile 🙂
Even if you never see your customer, a genuine smile comes through to the other side loud and clear!
Don’t Use Company Jargon On Customers
Every organization has their own unique short cuts, codes and abbreviations. It's a mistake to confuse your callers and customers with internal jargon.
How NOT to Handle A Complaint Call
When a customer contacts your organization with a problem or complaint, one of the worst things you can do is to be passive. Watch Paul Passive handle a complaint call.
How To Handle The Irate Customer
Learn the ASAP Technique. A highly effective 4 point plan to soothe and calm the angry, irate and upset customer.
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