Developing Customer Service Skills For 30+ Years
Hot phrases almost automatically cause a negative emotional reaction from the other person What are “hot words” and “hot phrases”, and why should I avoid them with customers? Hot words and hot phrases are words and phrases that tend to provoke emotional reactions in other…
Disengaging with a customer provides you with breathing space and time for both people to calm down and focus on solving a problem What Is “disengaging from angry customer”, and what is it used for? An angry person tend to to act or think as…
Some methods to keep your cool even with the most annoying customers What techniques, hints, and advice can I use to maintain my cool and self-control when dealing with an obnoxious customer? It’s not easy to maintain self-control when faced with an obnoxious, difficult or…
What are possible consequences if I lose my cool and lose self-control with an angry customer? Losing Your Temper With A Customer Means YOU Will Pay The Price and Be Blamed When you “lose your cool” when dealing with an angry or rude customer (we…
CARP reminds us that timing is important when dealing with any upset or angry individual What is the CARP system for defusing angry and difficult customers? The CARP acronym was developed by Robert Bacal to help people in customer service jobs to sequence and time…
How you start a customer conversation often dictates how well it goes Can you suggest a way to start off conversations with customers, difficult, angry or otherwise? How you begin an interaction with a customer often determines whether the conversation deteriorates into an unpleasant situation…
Bystanders, other customers can fuel an angry person’s anger in customer situations What is “removing the audience” and why is it important with angry or manipulative customers? Some customers have a tendency to play to an audience. For example, in a bank, an irate customer…
Twelve Defusing Angry Customers Principles Summarized Can you summarize the most important principles I should apply when dealing with angry or abusive customers? In the Defusing Hostile Customers Workbook, and our seminars, we explain there are twelve important principles customer service staff should apply when…
The “benefit” to using social media for customer service is that it imposes an additional barrier for customers to get in touch with companies when they need help Is there proven measurable benefit to using social media platforms like Facebook and Twitter for customer service?…
Another Contributor to Problems Dealing With Angry Clientele — That’s You and Your Managers! In your job and in your role as a customer contact, your own motivations and skills are going to vary from day to day. Your mood, your current life situation, your…
