The Five Forbidden Phrases® of Customer Service

This one minute micro lesson will help your team to avoid one of the most notorious of the Five Forbidden Phrases®.  When a customer, coworker or client asks for something, it’s abrupt and shocking if the response is, “We can’t do that.” Why
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Take The ‘Annoying Mouth Noises’ Audio Quiz

Most of us realize that extraneous mouth noises can be really annoying on a business call. No customer service agent purposefully sets out to be a loud breather or to annoyingly slurp their drink or to hum a “passage of time” tune
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Use Probing Questions To Improve Service

Effective questioning techniques are an integral component to providing great customer service. Sometimes you ask open-ended questions to get more information but you only get part of the information you need. That’s when you use a probing question. A probing question is
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Six Ways to Influence the Interaction

The goal of every customer interaction is to have a positive outcome, keep the customer’s business and have them tell others about their great experience. As a customer facing team member, you’re the front line in that regard. You can have a
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Generations At Work – Millennials

Millennials – No previous generation has entered the workforce with more stereotypes and greater potential. Today’s twenty-somethings were raised on a steady diet of technology, multi-tasking, social networking and 24/7 connectivity. But the rules of work are changing. Enjoy these thoughts from
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Email Apocalypse – aka the “Reply-To-All” error

Everyone’s had the experience where they meant to send a private response to a single person within a group email, but accidentally hit “reply-to-all.” If we were lucky, it was a limited mistake and only a minor annoyance. If we were less
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What To Say When Staff Waste Time Online

Low productivity is a problem as old as work itself. Adding an Internet browser to the mix will make this challenge even worse. To solve this, ask yourself ‘why people are wasting time?’ There’re likely only two reasons. Either: They don’t have
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How To Handle The Irate Customer

by Nancy Friedman When you or a team member face a challenging customer complaint, often times that complaint is more about validating the customer’s emotions than the actual problem. Angry customers need you to acknowledge that they’ve been wronged and they want
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How NOT to Handle A Complaint Call

One of the worst ways to handle a customer complaint is to be passive. Passive behavior means you’re apathetic and don’t really care if the customer stays or goes. Be sure you avoid being like Paul Passive when handling your next customer
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Don’t Use Company Jargon On Customers

Some team members actually seem to enjoy the sport of confusing customers by using unnecessary company jargon. Be careful not to use your own internal shorthand or jargon on your customers. You and your coworkers may understand it well, but the customer
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