Before you explain the policy…
Before you pull up the account…
Before you “solve the issue”…

The most important thing you can do is connect.

And that connection?
It starts in the first few seconds—with your tone, your words, and the emotional energy you bring to the conversation.

Whether you’re c...

Have you ever found yourself in that awkward moment at the end of a customer call, unsure whether to keep talking or wrap things up? You're not alone. Many customer service professionals struggle with recognizing the right time to close a conversation, leading to drawn-out calls and potential frustr...

Have you ever found yourself in a conversation where you're constantly interrupting or talking over the other person? It's a common habit, especially in high-pressure customer service situations. But here's the thing: interrupting your customers is like slamming on the brakes in the middle of a busy...

In this video, you'll discover my proven 7-step call flow strategy to elevate your telephone customer experience. Say goodbye to awkward silences, abrupt interruptions, and frustrated callers. Instead, learn how to craft a warm, engaging, and empathetic interaction from start to finish.

Here's what...

Speak in complete sentences with your customers from Building Rapport with Customers by Myra Golden

Have you ever talked with a customer service person that went something like this?

The Agent says: Date of birth? Last name? Zip code? 

A lot of customer service reps ask questions this...

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...

Welcome to the call center customer service world, where every interaction matters, and building solid customer connections is the key to success. In this blog post, we'll explore the various techniques and strategies that can help you achieve exceptional call center customer service by establishing...

There is no doubt that the telephone is one of the best branding tools available. A telephone call gives you 3-5 minutes of your customer's undivided attention. When you get the interaction right, you can create a memorable experience, generate positive word-of-mouth advertising, and build customer ...

Welcome to the world of call center excellence! In this fast-paced, customer-centric era, businesses must strive to offer unparalleled client support. Call centers are crucial in achieving this feat, as they are often the primary point of contact between a company and its customers. Therefore, ca...

There may be moments of silence or dead air during customer calls while you are looking up information or waiting for a response. To avoid awkwardness during silence, try these three approaches.

Tell your customer what you're doing:

• "I am currently looking up the information you requested....

• "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...

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...