Above and Beyond The Call of Duty

Acknowledge Customer’s Needs

Acknowledging Without Encouraging

Active Listening

Admitting Mistakes

Allowing Venting

Apologize

Appropriate Nonverbals

Appropriate Smiles

Arranging Follow-Up

Assurances of Effort

Assurances of Results

Audience Removal

Bonus Buyoff

Broken Record

Closing Interactions Positively

Common Courtesy

Completing Follow-up

Contact Security/Authorities/Management

Disengaging

Distraction

Empathy Statements

Expediting

Expert Recommendations

Explain Reasoning or Actions

Face-Saving Out

Finding Agreement Points

Finishing Off/Following Up

Isolate/Detach Customer

Leveling

Managing Height Differentials/Nonverbals

Managing Interpersonal Distance

Not Taking the Bait

Offering Choices/Empowering

Plain Language

Preemptive Strike

Privacy and Confidentiality

Probing Questions

Pros and Cons

Providing a Customer Takeaway

Providing Alternatives

Providing Explanations

Questioning Instead of Stating

Referral to Supervisor

Referral to Third Party

Refocus

Setting Limits

Some People Think That (Neutral Mode)

Stop Sign-Nonverbal

Suggest an Alternative to Waiting

Summarize the Conversation

Telephone Silence

Thank-Yous

Timeout

Use Customer's Name

Use of Timing with Angry Customers

Verbal Softeners

Voice Tone-Emphatic

When Question

You're Right!