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New Supervisor’s Guide to Motivation & Recognition
Category Archives: First-Rate Customer Service Forum
10 rules for writing emails
While email is certainly an efficient means of communicating, it often is a source of confusion, frustration and anger. Without the benefit of seeing body language and hearing voice tone, recipients can interpret your words as being hostile or condescending. That can lead to dissatisfied customers and conflict between you and your co-workers. With some care, you can write clean, concise, clear emails that convey your message and intent. Follow these ground rules … Continue reading
5 things you shouldn’t say to customers
You can deliver stellar service to your customers by adhering to a principle often referred to as “the golden rule.” It’s easy to remember—and easy to follow: Don’t say anything to your customers that you would not want a service representative to say to you. And even when customers are being truly difficult, never use these phrases when communicating with them … Continue reading
What to do when your customers become offensive
Customers sometimes make inappropriate jokes, sexual innuendos, racist remarks or other discriminatory comments. Address the offensive remarks—without becoming offensive yourself—by following the RESCUE process, presented in the First-Rate Customer Service Training Kit … Continue reading
