When you work in customer service, you will occasionally encounter customers who are ill or who have received bad news concerning themselves or others. It’s 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 expression…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 - Decide…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. And…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 certain…Continue reading
