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.