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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The Coworker Who’s Too Social

Ever try to get work done, but a coworker keeps talking to you? It's tempting to be rude back, but that'll damage workplace friendships. So, how can you get all your work done without being rude to your coworker? Knowing how to
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Don’t be like Marvin Mope

Why is it that some people only choose to use their personality with friends or family? Coming across as bored and unmotivated is a major customer service faux pas. It's also an easy problem to solve. We invite you to share this complimentary
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How to Handle the Irate Customer

Anyone working in the people business will tell you that occasional upset, angry, irate customers simply come with the territory. This best-selling training module teaches a highly effective four-part plan for calming irate customers and maximizing your chances of retaining their business. You're
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One Word Answers

Our job as service providers involves being friendly and building relationships. Giving one word answers to our clients will be perceived as cold and unhelpful. Learn to avoid one word answers by phrasing your responses in complete sentences. We invite you to share
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The Value of Tie-Downs

As we interact with customers, it’s important to build an atmosphere of agreement. One effective way to do this is to master the skill of using “tie-downs” in our conversations. Tie-downs are short, quick, follow up questions which help get your prospect
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