Work can be messy, unruly and chaotic. Negative emotions can transform simple problems into threats; challenges into ordeals. But most situations do n...
It’s easy to blame the customer, the colleague or the boss for your behavior. Not only it is easy, but often it is also justifiable. They or the way t...
This may sound simple, but problems with customers recurrently begin with simple misunderstandings on either or both sides. Make sure you fully unders...
Sometimes we lose sight of how much of a difference one person can make when it comes to customer service – in good ways and in bad. You can be that s...
Patience is not only a virtue; it is a necessary skill in order to deliver excellent service. If you deal with customers on a daily basis, be sure to ...
Why are service standards important? Service standards represent an important element for customer service excellence, as well as good yield managemen...
It’s easy and natural to want to tell a customer they are wrong in what they are saying. However, this won’t help you in your efforts to diffuse a cus...
If customers get angry or start yelling, employ calming techniques to defuse the situation. Keeping your tone of voice even can compel someone who's s...
It's just about impossible to convince a customer that he's wrong. To argue until the customer says, "I was wrong and I will change my mind." It is mo...
John never includes the proper documentation when submitting his requests to accounting. Sam at shipping never answers the phone from customer service...
Customers who complain are actually giving you another opportunity to prove them that you really offer quality service despite a shortfall. Be prepare...
We believe that by providing a "WOW" customer experience, we ensure customer’s satisfaction. As a result, we tend to focus on big, new initiatives. Re...
One way to deal with criticism and complaints is to not insist on proving your clients that you are right and they are wrong. It's tempting to challen...
It’s essential that you satisfy your customers, but not every customer knows the value to your service or understands what it is that you do. If 1% of...
Deal with an overly-talkative person by asking a question that signals that the conversation is coming to a close. Such as "Can I answer any other que...
I believe that the customer has the right to quality service. I am proactive. I am confident. I am empathetic. I’m convinced I am part of the solution...
The old saying “kill them with kindness” could not be truer in a situation with a customer complaining. But rather than smile and pretend to care, gen...
One of the most common reasons for customers to be ungrateful is that they start to perceive that you and the people they deal with just don't care. D...
The hysterical customer is usually someone who feels that there is no one on "his side", he has reached the end of his rope, and you have been unfortu...
Do you demonstrate your interest in the client?Do you ask the right questions and do you listen carefully?Are you patient, understanding and helpful?A...
You may be so busy answering calls from your customers that you don't have time to think of the service you offer. Take time to listen to your custome...
Research has shown that offering even a small act of kindness can boost oxytocin levels (known as the "feel-good" hormone). Meaning that even in a dif...
The customers are the judges. These judges expect you to score high in your performance. If you are to successfully score 10’s with your customers, yo...
At the end of a conversation, a few courtesies are required. Thank the customer for calling.Let the customer know that you appreciate him doing busine...
If the customer suggests you use his first name, it is then acceptable to address yourself to the customer in this way. To use the first name can also...