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 ...
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 sonâs phone in for repair. After looking at the phone, the employee said. âLiquid has come in contact with this phone. Your warranty doesnât cover this, but we have several options. We can repair the unit, or we can sell you a refurbished model.â
While I wasnât happy to learn that weâ...
Grab the What to Say When a Customer Cusses at You and 4 Other Tough Situations Worksheet.
Will you help me?
Iâm working on a De-escalation project to prepare frontline professionals like you for the COVID-19 Holiday Season.
Help me make this training relevant to you by answering...
In my De-escalation Academy today, I taught how to politely yet firmly say ânoâ to a customer. I call the method âU S A.â Iâm sharing with you the very teaching from todayâs workshop.
Try out U S A and let me know how it works. For more ideas like this, check out De-escalation Academy.
Pra...
Questions One 1:48: Hi! Myra, what if the customer doesnât want to hear sorry because they already heard those words multiple times?
Question Two...
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2021 Throwback Post
This morning I recorded a short training on handling the most challenging mask questions. Like, âWhy do you have a mask requirement?â and âWhat do you do when customers politicize masks?â
If youâre struggling with face-covering issues with c...
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For Jack Cooper University, I produced a ten-week conflict resolution training.
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Jack Cooperâs managers are ready to preempt escalations and manage conflict. Hereâs our week eight video training.
I loved every minute of this interactive training project!...
The number 1 thing it takes to get customers to accept your word as final and get angry customers to back down isâŚCONFIDENCE. In this video, youâll learn a 2-minute exercise that reduces the stress hormone cortisol while boosting the power hormone!
For more on
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As a call center agent, mastering telephone skills is crucial for providing top-notch customer service. In this article, I will discuss the importance of call center training and outline 10 essential call center telephone skills that every agent should know. From active listening to adapting to diff...
One of the most challenging aspects of customer service is dealing with upset customers. Customers can become frustrated and even angry if they have received a faulty product, poor service, or misunderstood a company policy. As a customer service representat...
I sat down with author, consultant, and trainer Jeff Toister to discuss a familiar problem customer service professionals grapple with in contact centers â conversation control.
Jeff recorded our discussion, and you can view it here to discover a surprising reason why your calls are taking so long....
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