Tag Archives: Customer service

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

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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

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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

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5 steps to pleasing difficult, demanding customers

Trying to satisfy difficult and demanding customers can take a toll on everyone. But if you satisfy them quickly, you can save everyone some anxiety and build customer loyalty. Here are five steps to help you quickly satisfy difficult and demanding customers … Continue reading

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Communicating with customers

Communicating with customers  Effectively communicating with customers is the cornerstone of successful customer service. Elevate your communication skills with these tactics: Evaluate your phone voice. If your organization records calls, ask to listen to one of your own. If not, record yourself … Continue reading

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Break out of your slump

Break out of your slump  Serving customers is hard work that can leave you feeling tired, frustrated and preoccupied. You can’t always count on someone else to provide motivation for you. Sometimes, job satisfaction takes a personal effort. So, if … Continue reading

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Assisting disabled customers

Assisting disabled customers  As a customer service representative, you will have opportunities to work with disabled customers. Not all disabilities are obvious. Any customer may have a disability, even customers with no outward signs of injury or impairment. And even … Continue reading

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