When frontline reps use “concrete language,” customers feel seen, heard, and valued. Recent research from The Wharton School of the University of Pennsylvania shows how simple shifts in language can help reps improve customer satisfaction and retention. A team of researchers conducted five separate experiments and measured participants’ reactions and emotions. “We found that a…Continue reading
It may feel like you are apologizing all the time --- for the long wait time, for the incorrect billing, for a simple misunderstanding. Whatever the reason, it's essential to apologize the right way. Research from social scientists Roy Lewicki, Beth Polin, and Robert Lount Jr. finds that the most compelling apologies include three distinct…Continue reading
Each time a customer makes the effort to complain, it’s a chance to make things right. Even those customers who are frustrated or angry often want to keep doing business with your company otherwise, they wouldn’t have bothered to complain. Knowing that can help you stay in the right frame of mind — positive, proactive,…Continue reading
As a service professional you’ve worked with all kinds of customers — some make quick decisions, while others take more time. Some want a lot of information, others need just an overview. Some want to socialize, others want to get to the point quickly. When you're dealing with a customer whose communication style is similar…Continue reading
No one is at the top of their game day-in and day-out. When you’re not feeling 100 percent, you’ve just got to fake it. Make your voice sound interested and enthusiastic, and the customer will come away from the call with a positive impression. And your mood and attitude will start to lift. Here’s how:…Continue reading
Everyone is familiar with the concepts of IQ and EQ but what about CQ? According to Nance Guilmartin, author of The Power of Pause, CQ or Communication Quotient is the ability to “speak clearly, listen closely, rephrase with an open mind, and take responsibility — up front — for being understood.” If you have a…Continue reading
