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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Handling Complaint Calls

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 organizations have company jargon that makes the CIA wonder what’s up. Be very careful not to use your own internal shorthand or jargon on your customers. You and your coworkers may understand it very well, but the customer won’t.  Jargon can
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Great Service Starts with A Smile :-)

It might sound simplistic or superficial but delivering superior customer service involves smiling. It doesn’t matter if you’re face-to-face or on the phone with a client, a genuine smile is obvious to that customer. Benefits of smiling include an emotional lift for
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Avoiding Excuses

When a customer needs assistance, one of the most counterproductive moves you can make is to hit them with a lame excuse. “Our computers are down!” “But I’m new here.” “You have the wrong department.” “Sorry, but that’s our policy.” E​xcuses are
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Apologize Sincerely

Service recovery is defined as converting a previously dissatisfied customer into a loyal customer. and apologizing sincerely is a subtle step that’s critical to effective service recovery. If a customer senses you’re insincere or just mouthing words you don’t actually mean, you’ll
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Resiliency: A Key Service Mentality

No matter if customer service is delivered face-to-face, online or over the phone, resiliency is a critically important service mentality. Resiliency is defined as having the ability to bounce back from adversity. We’ve all heard the adage, “You can’t control what happens
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Bullying In The Workplace

What is Workplace Bullying? Abusive workplace behavior is a pattern of mistreatment from others in the workplace that causes either physical and/or emotional harm. It can include tactics such as verbal, nonverbal, psychological, physical abuse and humiliation. In 72% of cases, the
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Empathy: A Key Service Mentality

No matter if customer service is delivered face-to-face, online or over the phone, empathy is a critically important service mentality. Empathy is defined as the ability to share or understand in the thoughts and feelings of others. Do your customer-facing team member
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