Developing Customer Service Skills For 30+ Years
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…
Which social media platform should we use for customer service and customer support? No “Best” Social Media Platform For Customer Service With so many possible platforms, Twitter, Facebook, Myspace, LinkedIn, and dozens of others the challenge is to optimize your investment to provide the best…
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?…
Effective Customer Interviews Make Life Much Easier! By Jennifer Cram Summary: You can’t meet or satisfy a customer’s needs if you don’t know what they are, and if you miss the mark, you may end up with a lost customer, an angry, hostile customer, or other negative…
