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Patience: The Building Block to Exceptional Customer Service
When you interrupt a customer, then you have probably lost your patience. When your body language and facial expression become rigid, then you have probably lost your patience. When you get angry with a customer, then you have definitely lost your patience. Real World...
How to Use Exact Words to Elevate the Customer Service Experience
Real World Story: Have you ever dealt with an agent in a customer service situation who made a statement that left you scratching your head? You may have asked for a small favor or service only to be told “not a problem” or “no trouble at all.” But why would asking a...
Thank YOU!
I bring you warm greetings to wish you a happy Thanksgiving. Thank YOU for your continued friendship, especially during this past year. Thank YOU for your continued support. Thank YOU for your kindness. Thank YOU for reading and listening. This Thanksgiving I am...
Do You Know All Your Customer Service Touch-points?
A touchpoint is every single opportunity that customers and clients have of connecting with your business. And every touchpoint has the opportunity to turn great service into a BAD experience. Real World Story: At a restaurant, touch-points can include the hostess,...
How to Effectively Utilize “The Hand-off” for Better Service Delivery
“Sorry, I can’t help you because this isn’t my department.” How many times has a customer service agent given you this excuse? And how many times have agents simply transferred your call or walked away from you without any additional help or explanation? A business...
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