The way you approach a customer, especially when in person is critical. Do it badly and the customer will see you as intrusive rather than welcoming, but do it well and you lay the groundwork for a...
Category: Communication Skills
The initial greeting has the power to make or break the entire customer-agent interaction. Do it badly and you can cause the customer to lose interest or even drive them away. Do it right and you can...
Talking to customers over the phone presents a unique challenge compared to face-to-face interactions. The nuances of vocal tone and the absence of visual cues means you need to use a somewhat...
Even after 15 years as a customer service agent, I can still feel apprehensive before calling a "problem customer". On the other hand, it's immensely satisfying if I can not only survive the call but...
Making that first call to a new customer can set the tone for the entire relationship. While it can easily go wrong and negatively impact the customer's perception of your company, possibly...
They say that first impressions last, which is why answering a customer call well is so important. Do it wrong and you have to spend time backtracking and repairing any damage that you've caused...