Empathy builds a relationship between the customer and the rep that can enhance customer service, increase customer satisfaction, and boost loyalty. This week, service expert Maxine Kamin shares examples of how to respond with empathy to five common customer emotions: Anger: āI can hear that you are angry about ....ā Disappointment: āYou must be disappointedā¦Continue reading
While reps are often advised to project a high-level of energy when working with customers, there are times when this may not be appropriate. Chris Lynam, author of Choreography of Customer Service, stresses the importance of aligning your energy level with your customerās. He says that you can think about energy levels on a scale ofā¦Continue reading
The way that service teams communicate internally is just as important as the way that they communicate with customers, says communications expert Dr. Alan Zimmerman. One of the keys to creating a positive workplace and productive relationships is to speak what Zimmerman calls "the language of encouragement." He offers these tips: Give a compliment. Itāsā¦Continue reading
Everyone has to deliver bad news at one time or another. And it's never fun. To make the task easier, try these ideas from trainer Andrea Nierenberg of the Nierenberg Group: Do it quickly. If you string customers along, they will only become stressed and distrustful. This affects your organizationās reputation and its ongoing relationshipā¦Continue reading
Itās happened to every customer service rep. A customer you've worked with, and built a nice rapport with, asks a question that feels too personal, or just plain nosy. The best way to deal with this situation, says Maralee McKee, head of The Etiquette School of America, is to make it clear that there areā¦Continue reading
When you work in customer service, you will occasionally encounter customers who are ill or who have received bad news concerning themselves or others. Itās never easy to know what to say or do in these situations. Oftentimes, more is less. A few simple words can be more powerful than a long, drawn out expressionā¦Continue reading
One of the most challenging and stressful situations that customer service reps encounter is dealing with a difficult or irate customer. Service trainer Barbara Burke created a four step process for handling these emotionally charged situations. She called it SODA: S - Stop what you are doing.O - Observe what is going on.D - Decideā¦Continue reading
Body language is essential when working with customers face-to-face. But even on the phone, body language is important, says Sharon Sayler, the author of What Your Body Says (And How to Master the Message). "We should be aware of our own body language because we send messages unconsciously all the time, even over the phone. Andā¦Continue reading
Customer service reps who are "welcomers" make people feel important, appreciated, and valued as a customer and as a person. But not everyone is a natural welcomer. If you fall into that category, be alert to opportunities to welcome new customers to your organization. Richard R. Shapiro, author of The Welcomer Edge says that there are certainā¦Continue reading
