Call Center Training Articles
Our Consultant team produced all of the articles below. Please e-mail us if there is a topic you would like to see. We will be happy to send you an article on that topic, if we have it.
Customer Service Skills
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Proactive Statements Calm Angry Callers
Success in customer service is contingent on two areas, competence and care . A service associate must be proficient at processing customer requests and at expressing a natural sense of care and compassion for the caller's situation. Studies show that most buyers switch companies due to a lack of interest from the current vendor when they are on the phone. Far fewer customers leave their current vendors when they have been handled well. We realize that being handled "well" is far short of a raving fan or having your socks knocked off by service quality, but it really is enough to maintain your customer base.… Read More » |
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Your Voice Determines How Every Call is Going to Go
If you are an agent, you are probably thinking, “Maybe my voice makes a small difference, but it doesn’t determine how every call is going to go”. Your voice has more power than you think. It is true that some callers are going to be upset when they dial in. Some callers are going to be friendly. Your voice will impact both of those calls, and every other one you take today.… Read More » |
