Archive for 'Communication'

October 26th, 2017 | Communication | Jylian Russell

“I’ve bought from your company for years and really like your service, but I feel I could pay less elsewhere.” “I’ll sign-up for that service for a year if you can give it to me for $200 less.” “I’d like to continue using your service, but I’ll need a better deal on your price if…

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June 12th, 2017 | Communication | Lin Parkin

Have You Heard of The Mehrabian Model? It’s a common communications model discussed within customer service and communications training programs today, but it’s not perfect. While the study it was derived from may provide some interesting insight into verbal and nonverbal cues, it is difficult to extract any truly meaningful facts or figures. Let’s have…

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May 18th, 2017 | Communication | Jylian Russell

Nobody likes being told no. A ‘no’ means rejection. A ‘no’ means we don’t get what we want. Hearing ‘no’ as a kid was tantamount to the end of life, and there’s a good chance most of us still hate hearing it as adults. For support agents, saying ‘no’ to customers is an unavoidable part…

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May 17th, 2017 | Communication | Jylian Russell

You’re about to wrap-up what has been, so far, a successful phone support call with a customer. You adeptly answered their questions. You even managed to upsell them on a new product feature. They seem over the moon with your help-their smile practically beaming from the other end of the call. Yep, you’re a customer…

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April 20th, 2017 | Communication | Jylian Russell

Hello. Hola. Nǐ hǎo. However you get it started, a greeting is foundational to any human interaction. Greetings help us connect on a personal level and set the tone for a positive conversation. Warm and friendly greetings can help forge new connections between strangers and welcome back old friends. Although mediated through a computer, live…

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February 17th, 2017 | Communication | Kaye Chapman

The word ‘script’ can strike fear into the hearts of agents and managers alike. Nobody wants chat agents to sound robotic or to take away their freedom to express their personality and demonstrate their expertise. Having said that, your agents are the voice of your organization. Because of this, it’s important that your agents can…

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February 8th, 2017 | Communication | Kaye Chapman

We all like to look at the positives within customer service – its ability to surprise, delight, and offer real help which makes people’s lives a little bit better. But a lot can be learned from looking at the negatives too. And it’s certainly better to learn from the mistakes of others, than to go…

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