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When a customer is unhappy, how you respond can distinguish between a minor hiccup and a full-blown escalation. Here are five things you should avoid when dealing with upset customers.
One. Refusing to Admit the Customer’s Perspective
Never tell a customer they are wrong. If you tell a customer th...
I sourced my subscribers for the most pressing de-escalation questions.Â
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For more help with de-escalation, check out my De-escalation Academy.
People will forget what you said.
People will forget what you did.
But people will never forget how you made them feel.
Maya Angelou said that.
You can create rapport with customers and even preempt escalations using the right words and tone. The wrong words or attitude puts customers on the defensi...
Feel confident as you support customers across languages from Customer Service: How to Deliver Support Across Languages by Myra Golden
Build your confidence in delivering support to global customers. In this course, customer service expert Myra Golden outlines how to successfully support global ...
 You know I'm all in for National Customer Service Week! Here are ten ways you can celebrate your team!
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One. Have Your CEO come to your contact center and take phone calls!
When I managed a contact center, I invited our CEO to spend 15 minutes on the phone, surrounded by our representatives, an...
National Customer Service Week is just around the corner, and it's time to celebrate the unsung heroes of the business world – customer service representatives. These dedicated professionals are the backbone of any successful organization, ensuring customers receive the support and assistance they n...
In the ever-evolving world of customer service, one skill has become increasingly critical: the ability to de-escalate tense situations. As a customer service representative, you're bound to encounter disgruntled or irate customers at some point in your career. De-escalation for customer service...
Redirecting. "Here's what we know. Here's what we've done. Here's what's next."
Validating. "I can see your point on that," or "We want to get to the bottom of this as much as you do."
Explaining why you can't do what they want. "The FDA doesn't allow optometrists to refill expired contact lens pr...
Customer Temper Tantrums Can Look Like This
- Over-talking you
- Demanding to talk to your supervisor
- Cursing you out
- Refusing to listen to you
- Threatening to slam your company on social media
- Name-calling
- Explosive reactions
Here's how you handle the customer who is having a tantrum: 4 Step...
I'm creating a new online course focusing on helping chat support agents create rapport with customers, preempt escalations, and drive interactions to closure faster! Tell me what you want in a live chat support course so I can make it awesome.Â
Click here to give me your feedback here!
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In this video, I'll show you how to assert yourself with your approach and your vocal tone, so customers take you seriously and accept your word as final.Â
Assertiveness is to:
Say what you mean.
Mean what you say.
Don't be mean when you say it.
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Assertive Tone
It's important that cust...
No single language choice makes live chats and emails sound more human than well-chosen pronouns.Â
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Personal pronouns are: I, me, you, we, us, he, him, she, her, they, them.
You already use personal pronouns every day in texts and in conversation. We all talk with the natural, casual tone tha...
