How to Be Business Friendly

Five important concepts every customer-facing team member should be aware of!

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!

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.

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.

How NOT to Handle A Complaint Call

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.

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.

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!

Resiliency: A Key Service Mentality

Handling a variety of customer service issues can be challenging. Learning to be resilient is an important Service Mentality.

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.

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.