Answers from frontline reps — Difficult calls can come in many shapes and sizes. Sometimes, the call is difficult because the caller relayed bad news to us (a death in the family, an upsetting event). Sometimes difficult calls take another form. They might be the result of a mistake made previously or a firm stance…Continue reading
Answers from frontline reps — One of the most important things that I have learned from being in customer service is patience. You have got to have patience when dealing with customers. In my work day, I deal with many varied types of customers. I have those customers that want to get what should be…Continue reading
Answers from frontline reps — I try to create a flowing conversation to get information to take care of the customer and personalize the interaction. It includes basic courtesies and responses to questions or comments. As always, solid listening skills and empathy will enhance efforts to successfully communicate on that human level. Taking the time to…Continue reading
Answers from frontline reps — An unfortunate truth is that mistakes happen. It is how you react to these hiccups that can make, or break, your business. Reps can resolve upsets in many ways; however, the best reps tend to have recurring elements in their resolution processes. The first step to mend a potentially broken customer…Continue reading
Answers from frontline reps — Listening is one of the most important skills that we can ever have. How well we listen will have a major impact on our job effectiveness, as well as on the quality of the relationships that we have with others. We have learned to listen for many different reasons. We…Continue reading
Answers from frontline reps — Sometimes the hardest part of dealing with customers can be the customers themselves. No matter what industry you work in, sooner or later, you are going to have to deal with a furious, irate, or unruly customer. However, there are several ways to smooth over a situation in a way…Continue reading
Answers from frontline reps — Hmmmmm ... I would say the most valuable tool that you have in your toolbox is your ability to listen and actually hear what a customer is saying. The technical “stuff” can be learned and corrected, but the experience the customer has cannot be erased and then corrected. If you hear…Continue reading
Answers from frontline reps — Customers may direct their anger or frustration at you but they are not actually frustrated or angry with you. Actually, they are often just frustrated with things that are affecting them, and that may be out of their control. If you are dealing with business customers, for example, they may be…Continue reading
Answers from frontline reps — I am human, and what humans crave is positive recognition. It gives us a sense of pride, and I enjoy that emotion. That is what I enjoy most about Customer Care — that genuine “thank you” from a customer, that “really good resolution, Angela” from a manager, especially when I’ve worked…Continue reading
