Dealing with the irate, cranky, or cantankerous customer — In the June issue of The Customer Communicator, author Mark Goulston offers an array of useful tips on handling difficult customers. The links below will connect you with additional advice from Goulston.
Phone skills are still important for service reps — Nancy Friedman of Telephone Doctor Inc. thinks phone skills should remain at the top of reps’ basic training needs list. And here are some links to related skills that might help:
Search for customers’ unspoken needs — Getting at customers’ unspoken needs is not always a matter of asking them directly, says Rick Delisi, co-author of The Effortless Experience. But using this metric can help.