60 Second Service Lesson | Probing Questions
Probing questions are a type of open ended question that follows up to tack down specific information.
Customer Service Training
Proactive Customer Service
A face-to-face example of Paul Passive checking a customer into his hotel. Ouch!
Business Friendly Customer Service Training Program
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.
Monogramming The Call
Most people like hearing their name. This short video lesson explains how to use, but not overuse, the customer's name.
Ownership – Service Recovery
Video lesson explores the importance of taking ownership after any service mishap.
Avoid Jumping To Conclusions
Listening is a critical part of serving your customers. And a big hurdle to developing great listening skills is the issue of jumping to conclusions.
Forbidden Phrase #2: We Can’t Do That
When you're assisting a customer, never tell them what you can't do. Instead, explain to your customer what you CAN do for them.
How to Handle the Irate Customer
This popular video lesson explores the ASAP Technique, a proven four point program for handling upset, angry and irate customers.
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.
Resiliency: A Key Service Mentality
Handling a variety of customer service issues can be challenging. Learning to be resilient is an important Service Mentality.
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!
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.
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