What to do when a customer is aggressive? First, ask yourself what could drive someone to become violent and what the factors are that create and incr...
Remember that the customer is angry at the situation. You are not part of the problem; you are part of the solution! What could you say to a customer ...
The customer is not always right… Evidently, you could make your point, even have the last word. You might even be right. However, right or wrong, you...
No customer likes to be told “no”. However, like it or not, the circumstances sometimes force us to say “no”. But, this does not have to become a nega...
When the customer is angry, it is sometimes difficult for us to calm them down. In these situations, the polite repetition technique proves effective ...
There is no better example of an organization's commitment to customer service than the way it resolves customer service issues. Many organizations di...
Interrupting - Never interrupt the customer or finish their sentences. Most customer service providers want to solve the problem as quickly as possibl...
When a customer is unhappy, it is very important to let the customer know that they are understood and cared for. Listen to the customer and respond w...
When your organization makes a mistake, it is only fair to make a sincere and clear apology on its behalf. This does not necessarily mean that a perso...
When a customer has a problem, your organization has a problem. Did you know that: A dissatisfied customer will share the “rotten” treatment that he h...
A threat is a declaration of an intention to cause physical harm. The threat could be personal (e.g. a punch) or addressed to the organization (e.g. a...
A culture of care and service is created by instigating people to inspire each other and encouraging leadership within. Where people believe in what t...
If you frequently run last-minute sales, specials or promotions, don't be surprised if your customers stop buying things in advance. You're training t...
When a customer thanks you for your services, avoid responding with “no problem” or “no worries”. Although your intention is good, some customers may ...
Dale Carnegie said that “a person's name is to that person the sweetest and most important sound in any language.” A study published in Brain Research...
In any organization of more than two people, there's the opportunity to escalate a problem. When the software doesn't work, or the customer is in a ja...
Organizations keep making big promises, and service providers struggle to keep those promises. Sooner or later, it leads to a situation where a broken...
Now and then, you’ll find yourself in the situation where you are asked a question to which you don’t know the answer. You don’t want to appear incomp...
As part of a search term analysis from our users, we found this question: How do we prove a Customer wrong? It’s always surprising to see that we’re s...