by Barbara Khozam | Oct 25, 2012 | Customer Service Escondido
It’s just easier this way. Negative Ned Says… “If someone asks me a question and I don’t know the answer, I’m perfectly willing to say, ‘I don’t know.’ I’m just being honest! (Although, sometimes, I guess at the answer so they don’t think I’m dumb — or I take...
by Barbara Khozam | Oct 25, 2012 | Customer Service Escondido, Customer Service Training
I found this article on the internet and thought I would pass it along. Feel free to leave your comments at the bottom. The complete company rankings Here’s a look at the methodology and full results of the MSN Money-JZ Analytics customer service survey for...
by Barbara Khozam | Oct 18, 2012 | Customer Service Escondido
I hear this question — more of an excuse really — often and usually from low-scoring customer service representatives. These types of reps whine and complain about the customer being rude, shifting all blame onto you, the paying customer. And if you stop and think,...
by Barbara Khozam | Oct 11, 2012 | Customer Service Training
Don’t waste your time trying to reinvent the wheel. Negative Ned Says… “Most of the time, I know the answer to a customer’s complaint about two seconds after he starts whining about it. I nod, look bored, and check my e-mail while he’s rattling on about the...
by Barbara Khozam | Oct 4, 2012 | Customer Service Escondido
Rules are rules. Negative Ned Says… “I didn’t make the rules; I just work here. There’s nothing I can do. That’s the company’s policy. If I made an exception for you, it wouldn’t be fair to everyone else. I think it’s a stupid rule, too, but there’s nothing I...
