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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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Customer Service - Skills - Hints and Tips
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Defusing Tactic # 18: Avoid Hot Words & Phrases
There are some words and phrases that have such emotional meaning for people that no matter how nice your tone of voice may be, the customer will hear what you say as insulting or inflammatory. We use the term hot phrases or hot words to refer to language which should be avoided. Discover how hot phrases and words can demean the positive content of your message.
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Defusing Tactic # 28: You're Right
Learn how to apply Tactic # 28 – You’re Right - in order to gain and maintain control over hostile interactions. An exceedingly powerful technique to build customer rapport and calm down angry customers.
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Defusing Tactic # 27: Allow Venting
Learn how to apply Tactic # 27 – Allow Venting - in order to gain and maintain control over hostile interactions and get on with helping an angry customer.
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The Art Of Cooperative Language
The language we use can make us appear confrontational or cooperative. Discover the different messages that each language type can send to the customer.
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20-Aug-2008
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17:08:36
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