Blog

Sometimes, you ask an open-ended question but need a bit more information in order to sort things out. That’s when Probing Questions come into play!

Covers six distinct methods any help desk or customer service agent is able to positively influence a customer interaction.

Diverse generations in today’s workplace can cause some challenges as well as many opportunities. This video lesson highlight’s both.

Just because everyone has and uses email, doesn’t mean everyone knows how to use it properly. Most everyone has an accidental “reply to all” horror story to tell.

Employees have always wasted work time doing personal business. But in the age of Internet browsers, it can be more difficult to tell the difference. This lesson addresses why this problem happens.

Learn the ASAP Technique. A highly effective 4 point plan to soothe and calm the angry, irate and upset customer.

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.

Every organization has their own unique short cuts, codes and abbreviations. It’s a mistake to confuse your callers and customers with internal jargon.

Even if you never see your customer, a genuine smile comes through to the other side loud and clear!

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!