Working in customer service, especially in a live chat environment, you will encounter angry customers. These interactions can be challenging and emotionally draining. However, it's essential to remember that customers' anger does not reflect your worth; instead, it's a signal that something in thei...

Chat is the primary method of customer support for most of my clients, as opposed to phone calls and emails. Here are my 35 best tips for mastering chat interactions, which I share with my clients.

10 Chat Techniques for Building Rapport with Customers

1. Use personal pronouns: Use "I," W...

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...

HERE ARE FOUR THINGS YOU CAN DO TO MOVE YOUR CHAT INTERACTIONS ALONG FASTER.

ONE. CHECK FOR UNDERSTANDING EARLY ON AND AS OFTEN AS IT TAKES.

Don’t assume you understand what the customer is saying. Just ask the customer what they mean. Like this:

“You’re asking me how your employee...

Breaking bad news is one of the most challenging aspects of customer service. It's always challenging to tell a customer that their product is out of stock, their order is delayed, or their service is canceled. However, as a contact center representative, it's your responsibility to deliver this new...