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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
Learning
Resources:
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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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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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Starting A Customer Conversation Successfully
Whether you deal with customers in person or on the phone, the way yuo begin a conversation or interaction will affect how the customer treats you. You know what they say -- first impressions are hard to change. Learn how to begin a customer interaction on the right foot.
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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.
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17-Nov-2009
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10:22:02
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