In today's globalized world, businesses are increasingly catering to customers from diverse backgrounds and cultures. As a result, they must be able to provide top-notch customer support in multiple languages. This is where multilingual customer support comes in. It involves offering assistance to c...

As a seasoned professional in any industry, you've likely encountered your fair share of difficult customers. These challenging interactions can overwhelm you, frustrated, and sometimes downright exhausted. However, handling a difficult customer is a crucial skill for success in any customer-facing ...

• "How do you pronounce your name?"
• "Can you spell your name for me?" (Sometimes, the spelling can help you correctly pronounce the person's name.)
• "I apologize if I mispronounced your name--could you please help me understand how to pronounce it correctly?"
• "I want to make sure I address you cor...

It can be emotionally draining to deal with challenging customer interactions. I cannot overstate the importance of debriefing and decompressing after a difficult interaction. Here are my suggestions for leaders and frontline employees on how to process and learn from these experiences:

For lead...

In our increasingly globalized world, businesses must cater to a diverse clientele to stay competitive. Providing excellent customer support across languages is more important than ever. As a customer service representative, your ability to effectively communicate with customers who speak different ...

Customer Service Is Hard Work!

With empathy and a smile, customer support teams must give bad news, deal with angry people, and de-escalate intense interactions. Your team - and you- deserve support, and it's my pleasure to serve YOU!

I've designed customer service training for some of the world's...

We took my son’s phone in for repair. After looking at the phone, the employee said. “Liquid has come in contact with this phone. Your warranty doesn’t cover this, but we have several options. We can repair the unit, or we can sell you a refurbished model.”

While I wasn’t happy to learn that we’...