When you're faced with a challenging customer situation and don't have all the answers, it's easy to feel overwhelmed. But what if I told you there's a simple yet powerful method that can help you navigate these tricky waters with confidence? Enter the 3W method - a game-changing approach that can t...
In the ever-evolving world of customer service, one skill has become increasingly critical: the ability to de-escalate tense situations. As a customer service representative, you're bound to encounter disgruntled or irate customers at some point in your career. De-escalation for customer service...
Redirecting. "Here's what we know. Here's what we've done. Here's what's next."
Validating. "I can see your point on that," or "We want to get to the bottom of this as much as you do."
Explaining why you can't do what they want. "The FDA doesn't allow optometrists to refill expired contact lens pr...
Customer Temper Tantrums Can Look Like This
- Over-talking you
- Demanding to talk to your supervisor
- Cursing you out
- Refusing to listen to you
- Threatening to slam your company on social media
- Name-calling
- Explosive reactions
Here's how you handle the customer who is having a tantrum: 4 Step...
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