60 Second Service Lesson | Avoid These Killer Words

Killer Words of Customer Service: “Calm Down” Killer Words are common phrases which are used innocently every day by customer service staff. Although these phrases are normally meant with good intentions, they have the distinct effect of damaging customer relationships. Please share
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10 Great Customer Service Reminders

Are you a customer? The answer is obvious, but you might not think about yourself and your colleagues as each other’s internal customers. That’s right. We are even customers within our organizations. So, great customer service not only helps you with the
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How Effective Communication Skills Improve Bottom Line Results

[The following is a brief excerpt from a new white paper. If you want to read the entire paper, just fill out this form and click “submit” for an immediate download.] Communication can be simply defined as, “The act or process of
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Soft Question Selling

Introduction Since the inception of business, customer service has fallen into three categories: passive, average and proactive. Passive and average people wait for things to happen, and, in general, do the bare minimum. Proactive people make things happen and create positive situations.
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Email Matters: The Art of Better Service

Email communication is a fundamental component of everyday business. Email is ubiquitous and we easily forget that it has only been with us since the mid-90s. Before email existed, customer service and business communication was dominated by telephone calls, letters, faxes or
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KILLER WORDS OF CUSTOMER SERVICE

You’ve probably heard the saying, “Life is a series of roles.” What does that mean exactly? It means we act and speak in different ways when we face different situations. We speak one way to our family and another way to our
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Great Customer Service Starts with You

Do you remember the old adage, “Actions speak louder than words”? That saying rings true, because it is. What we do tells our customers and our prospective customers a lot more about our company and values than anything we can ever say.
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Questioning Techniques

Open-ended and Closed-ended Questions “The key to wisdom is knowing all the right questions.” —John A. Simone, Sr., Writer We each ask dozens of questions every day, but how many of us have given any thought to questions as a topic? They’re
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How To Write Effective Business Emails

Writing is part of almost everyone’s work day. It’s a task that is harder for some and easier for others, but everyone can improve their business writing skills. Proficient writing takes practice and as with any skill “practice makes perfect.”  The best
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How To Handle Irate Customers

Irate, rude, unhappy and sometimes abrasive customers can drain you emotionally. Do any of these challenging customer interactions sound familiar?    “The information you sent me is wrong! What’s the matter with you people? Can’t you read?” “My bill isn’t RIGHT! And
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