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Customer Service Training Archive

How Many Times Should I Apologize?

Monday, February 14th, 2011
Angry customers expect apologies, right?  Certainly, at least one time.  Many agents apologize three, four and five times on a call. So what is the best way to handle this? The best way to handle an apology is to provide the client with a single, genuine apology.  “Well I do apologize for your frustration,” is not genuine.  [...]

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Your Voice Determines How Every Call is Going to Go

Friday, March 12th, 2010
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 [...]

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Proactive Statements Calm Angry Callers

Wednesday, March 3rd, 2010
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 [...]

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