The number 1 thing it takes to get customers to accept your word as final and get angry customers to back down is…CONFIDENCE. In this video, you’ll learn a 2-minute exercise that reduces the stress hormone cortisol while boosting the power hormone!
For more on
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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...
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....
How a chat agent impressed me, and how your agents can do the same with your customers
Last week I had an inspiring chat discussion with my new auto insurance company.
I loved that the chat agent was knowledgeable, courteous, and friendly. And that I hadn’t reached a useless chatbot telling me
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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...
 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
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Here are two simple tips for creating a positive telephone customer experience.Â
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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?Â
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...
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...
Like water is to a desert, my De-escalation Academy is to customer support teams who serve challenging customers.Â
That’s right… you NEED DE-ESCALATION training like the Sahara Desert needs a rainstorm! Need I say more?Â
This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate.
When we moved to Q & A,...
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