One Word Answers
Replying to a customer with one word answers can have severe unintended consequences. Watch and learn.
Telephone Skills
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.
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 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.
Six Ways to Influence the Interaction
Covers six distinct methods any help desk or customer service agent is able to positively influence a customer interaction.
Use Probing Questions To Improve Service
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!
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