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Positive Responses To Negative Situations

Occasionally, a customer will point out an error that someone in your organization has made. In these situations, try replying by blending an empathy statement with an apology. But be sure that you don’t blame the customer or your company. Following are three ways to offer a blameless apology: Blaming: "I’m sorry, but you didn’t send…Continue reading


Pandemic Impacts Service Levels

To better understand the impact of the pandemic on customer service operations, Tethr (an AI and machine learning company) recently completed a study of roughly 1 million customer-service calls involving more than 20 companies representing a broad cross-section of industries. The results, show the harsh reality of customer service during the pandemic.“In just two weeks,…Continue reading


Take A Moment To Reflect

The first full week in October is Customer Service Week. It’s a time to celebrate the contributions made by frontline reps throughout the year. And what a year it’s been. For many, this year meant moving from working in an office to working remotely. It meant learning to navigate a workspace shared with children, parents,…Continue reading


End Your Work Day With Rituals

Transitioning from work to home, when you work at home, can be a challenge. Many remote workers, especially newly remote workers, experience difficulty creating physical and emotional distance from their jobs at the end of the day. Rituals can help you close the work portion of your day and move into the personal time. When…Continue reading


Slow Down To Warm Up Customer Conversations

In an effort to keep calls brief, many reps are tempted to use short one word questions and answers. But that can come across as unfriendly and curt. See the difference that simple rephrasing makes in the examples below: Weak: “Yes”Strong: “Yes, I’d be happy to help you with that,” or “Yes we do offer…Continue reading


Watch Out for TMI

Just as TMI, or Too Much Information, can be a problem in one's personal life, it can also be a problem in the service center. In The Customer Service Revolution, author John DiJulius reminds readers to avoid "oversharing" with customers. He notes that all frontline reps are guilty of oversharing at one time or another,…Continue reading


Developing Empathy To Support Customers

How many times have you heard about the value of empathy in customer interactions? Probably a lot. And it’s good advice. Empathy is the ability to sense other people’s emotions and to imagine what they may be thinking and feeling. Some people are naturally more empathetic than others, but researchers at Greater Good Science Center…Continue reading


BLUF and Other Rules for Email

When you email a customer or coworker you want that email to be read and acted on. But with the volume of email flowing across the web it can be hard to get a customer’s attention.Ben Decker, CEO of Decker Communications, offers four no-nonsense steps to ensure that customers read your email:1. BLUF. This well known…Continue reading