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

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

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.

Defuing Tactic# 21: Use Surprise
Learn how to apply Tactic # 21 in order to gain and maintain control over hostile interactions. Doing something surprising can allow you to calm a customer.

Defusing Tactic # 22: The WHEN Question Free Resources to Help You Succeed In Your Job
Learn how to apply The WHEN question in order to gain and maintain control over hostile interactions.

The Art Of Self-Control In A Hostile Situation
You can't take control of a hostile situation unless you can control yourself. Review some tactics and strategies that may, or may not be new to you.

Defusing Tactic #17: Using Appropriate Tone & Word Stress Free Resources to Help You Succeed In Your Job
Establishing a cooperative climate involves more than the words you use. It also involves using the appropriate tone of voice for the situation. Learn more about how your tone of voice and how you stress words send a message to your customer.

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

Defusing Tactic # 20: Replace Some Statements With Questions

The Art Of Cooperative Language

Defuing Tactic# 21: Use Surprise

Defusing Tactic # 22: The WHEN Question Free Resources to Help You Succeed In Your Job

The Art Of Self-Control In A Hostile Situation

Defusing Tactic #17: Using Appropriate Tone & Word Stress Free Resources to Help You Succeed In Your Job

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