Happy National Customer Service Week! This year's theme is "You Make the Magic Happen"!
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I am honored and grateful to be partnering with the official celebration for the third consecutive year! Each day during National Customer Service Week, I'm hosting a short (around ten minutes) inspirationa...
A Subscriber (actually a few subscribers) asked me, “What do you do when you can’t give the customer what they want?” This video is my first answer to that critical question. I’ll share more tactics for what to say when you can’t give the customer what they want, but this video is enough to get you ...
Is every other customer demanding, “Get me a manager?”
Do you find your customers more intense?
Are your employees burning out or quitting?
It’s not just you. Everyone is seeing this change.
I just read this quote from the New York Times.
“The meanness of the public has forced many ...
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...
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