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...

Introduction to Handling Upset Customers

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 – conversation control.

Jeff recorded our discussion, and you can view it here to discover a surprising reason why your calls are taking so long....

This free (and highly detailed) cheat sheet will give you everything you need to know to prepare your employees to redirect intensity when the customer asks for a manager, cusses, wants them to bend the rules when they need a graceful exit, and more.

(All you’ll have to do is print  (or save) my gu...

Here are two simple tips for creating a positive telephone customer experience. 

For more ideas like this, check out my Customer Service Master Class.

Is your team dealing with increased irritability from customers? Do your people struggle to get angry customers to back down? 

If so, have your employees watch this video before they talk to their next angry customer.

Disarming demanding customers takes psychology, and I break it down for your tea...