Customer service is a case of sudden relationship.. CSRs, agents, and tech support analysts build rapport while solving problems. The best use these 8 steps to overcome the lack of trust and understanding that longer term relationships enjoy.
technical support reps.
A sincere apology rebuilds trust w/ others. Ironically, it also builds trust in yourself. Do you or someone you know have trouble apologizing? Here’s some inspiration for leaders, team members, technical professionals, & customer service reps.
The very best customer service reps exhibit these outstanding people skills. Checklist from Kate Nasser, The People Skills Coach™.
Working with rude angry customers doesn’t have to wear you down. It can actually be one of the best people skills learning experiences of your life. Think these 5 things for best results and to increase emotional intelligence. Great EQ EI tips fr The People SKills Coach™,
Empathy is so important for business relationships and often missing. Does knowledge & experience dull empathy? Insights fr , The People Skills Coach™.
Our customer experience beliefs guide our actions. Here are 11 to deliver superior customer experience. Tips fr The People Skills Coach™.
IT Customer Service training teaches empathy to logic based teams. From this you get org. collaboration & cross teamwork between technical and non-technical teams. After 25 years of teaching IT Customer Service to programmers, operations staff and tech support reps, I share in this post some of the keys to doing it. They are very capable of developing great people skills.
To hire best customer service tech support agents, add these attitudes and people skills to the job description you advertise! From The People Skills Coach™.
Leaders customer service is all about change. Every single customer call is to change the current situation to one more satisfying. Even a purchase is to change something in their work or life. Do you lead & engage all in this vision?
6 ways leaders unknowingly lower the bar of service excellence in customer care & IT technical support. Insight and solutions from customer service maven Kate Nasser.
Every moment with a customer is our chance to build care-filled loyalty. Every word we speak can either build harmony or harm the bond. Here are 5 seemingly harmless but harmful statements to replace with far more care-filled communication. Will you add yours to this list?
Once again, from my work with information technology (IT) teams, I am compelled to write about leaders risking quality service with the risky thought of delivering support via email only. Some claim it increases quality by avoiding tone of voice and increasing audit capability. Yikes! U-turn from this thinking. There are at least 3 damaging effects.
The essence of emotional intelligence (EI) becomes this fail safe guide to the ultimate customer experience & service. How well does your entire organization use EI to secure the brand reputation of WOW.
There is one customer service recovery moment where many leaders, teams, and reps. falter. Here’s the trap, the reasons, the risks & a winning path to success for customer service, customer care, and technical support organizations.
Customer facing employees, service reps, and technical support reps often feel torn when customers’ criticize and complain about their service teammates. There is no need to be stuck in the middle. Here are 3 key reminders to generate a winning response and re-secure loyal customer connections.