Customer Service - Skills - Hints and Tips:In this section you'll find short hints and tips to help provide better customer service, particularly with customers who are difficult, angry or potentially abusive. Much of the material here involves book excerpts.

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Defusing Tactic # 29 - Empathy Statements
Learn how to apply Tactic # 29– Empathy Statements - in order to acknowledge the feelings and situation of the angry or hostile customer.

Defusing Tactic # 16: Use Of We Free Resources to Help You Succeed In Your Job
Something you want to do is give the impression that you are working WITH the client, not against them. You may find that replacing the words "you" and "I" with WE can give the impression you are on the same side as the client. Read about some basic rules for the use of we.

Defusing Tactic # 25: The Broken Record Technique
Learn how to apply Tactic # 25 – The Broken (Stuck) Record Technique - in order to gain and maintain control over hostile interactions.

Defusing Tactic # 26: Telephone Silence
Learn how to apply Tactic # 26 – Telephone Silence - in order to gain and maintain control over hostile interactions. Find out about the best way to get an angry customer to stop shouting at you over the phone.

Defusing Tactic # 20: Replace Some Statements With Questions
Find out why replacing some statements with questions is an applicable tool for cooperative communication.

A Master Strategy Of The Defusing Process
The CARP system is a way to remind yourself about the four major pieces of defusing hostility. Learn more about what we call an umbrella strategy.

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Pages On This Site Most Recently Updated On: 17-Nov-2009 - 10:22:02

Get Onpoint - Your free guide to work and relationship resources : Customer Service - Skills - Hints and Tips

Defusing Tactic # 29 - Empathy Statements

Defusing Tactic # 16: Use Of We Free Resources to Help You Succeed In Your Job

Defusing Tactic # 25: The Broken Record Technique

Defusing Tactic # 26: Telephone Silence

Defusing Tactic # 20: Replace Some Statements With Questions

A Master Strategy Of The Defusing Process

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