Customer Engagement File Guidelines For Assessing Whether Customer Service Is “Good” For Your Company by Robert Bacal If you’ve read Parts One, Two And Three of this series, you should now realize that trying to increase customer engagement is just as likely to damage your…
Use YOUR Experience As A Customer To Better Serve Your Customers Understanding Angry Customers by Robert Bacal You probably see hostile customers every day. You know, the ones that treat you like a personal dumping ground for everything that has ever gone wrong in their lives?…
The Mental Game Of Dealing With Difficult Customers Customer File – Success With Difficult Customers – The Mind Set by Robert Bacal We all have to deal with difficult, angry or even manipulative customers. The process is usually infuriating, frustrating and time consuming. While it often seems…
How an interaction starts often determines how it goes and how it ends, which makes starting off conversations an important customer service skill How do I successfully start off interactions with customers? Starting off on the right foot isn’t just an empty saying when it…
Don’t be stupid. There is no “ultimate put down” for rude customers and you always lose I Keep Trying To Find The Ultimate Put-Down For Rude Customers. Is There One? First, to answer the question, no there isn’t one. Second, while the desire to retaliate…
Customers Who Try to Wrangle A Better Price How To Handle The Customer Who Says: “I can get this cheaper at [competitor]”? Customers often try to get a better deal by claiming that they can get the same product at a competitor’s shop for a…
Handling The Know It All Customer Learn How To Deal With The Know It All Customer Every once in a while you’ll come across a customer who thinks, rightly or wrongly, that s/he knows more about something than you do, and is intent on “proving…
Everyone acts badly on occasion, and the majority of your angry customers are probably just like you: normal people who get frustrated Is Angry and Hostile Customer Behavior A Result of Their Personalities? Think about some the difficult customers you have encountered.. What did they…
Compilation of the essential customer service skills every representative should be learning What Are The Most Essential Customer Service Skills? What are the essential customer service skills needed so that employees and customer service representatives can provide excellent customer service? There are a lot more…
The big winner in defusing an angry customer is the customer representative! What’s In It For Me (the employee) For Delivering Excellent Customer Service? So, you don’t get paid a whole lot, and the working conditions may not be the best, so why bother trying…
