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A lot of the time, when a customer uses profanity or yells, they're baiting you. They have the upper hand if they can throw you off, ge...
Here's a transparent and great question from one of my subscribers.
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How do I keep calm and maintain the right tone when a caller uses foul language and puts me on the defensive?
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First, it's entirely normal to feel defensive when we're disrespected. I love that you're aw...
What can you do to get an angry customer to listen to you? I have a few tips and tactics for preempting escalations and getting customers to accept your words as final.
I have divided this post into challenging situations you will likely encounter. With my phrases, you can feel confident, talk asse...
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 ...
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:
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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...
 Contact Center Agents have contacted me twice in the last week for help in reducing Average Handle Time (AHT). I’m listening, and I have an answer. I say “an answer” because I’ll share more solutions in the coming weeks.
You can move customers out of venting, rambling, and storytelling u
...
I had an inspiring video meeting with a long-term client I started working with in 2018. My client is now at a new company, and she reached out for de-escalation training. It turns out I’m already working with her new company for de-escalation train-the-trainer.
My client, thrilled that...
People in my workshops ask, “What do I say when a customer threatens suicide?”Â
Customers in distress are stressful for customer support teams.Â
When customers threaten self-harm or harm to others, they’ve taken the interaction outside the boundary of sincere conversation.
Understand ...
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When you want to end a circular conversation with an upset customer, I want you to say:
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"We realize this is frustrating for you." {Then explain why you can't honor the request and offer the next steps.}
Example:Â "We realize this is frustrating for you, and I'd like to explain. Not only is...
As a customer service representative, dealing with difficult customers is an inevitable part of the job. Whether it's an angry customer, a frustrated client, or a dissatisfied customer, it's essential to have the necessary skills and strategies to handle these situations effectively. In this article...
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