The Five Forbidden Phrases® of Customer Service

Don’t tell customers what you can’t do, tell them what you can do. Your staff will learn the Five Forbidden Phrases® of Customer Service followed by the Positive Alternatives they should be using instead. By following the techniques in this program your
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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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How to Be Business Friendly

When you take the “friendly” out of Business Friendly, the only thing you have left is business – business as usual. And we all know that’s just not good enough. You may be asking yourself, “What exactly is Business Friendly customer service?”
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Use Probing Questions To Improve Customer Service

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 a
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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 (or 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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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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