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Following up With a Customer Once You Have Addressed Their Issue

“Customer satisfaction is worthless. Customer loyalty is priceless.” Jeffrey Gitomer The difference between having a customer who is satisfied and a customer who will remain loyal can be determined in the steps you take to follow-up with that customer. Once you have resolved a customer’s issue, before you end the transaction, take a moment to […]

Sensitivity in Dealing with Customers

“I am everyday people.” Sly and the Family Stone Customer service professionals will inevitably interact with customers who provide specific kinds of challenges. Becoming sensitive to the types of customers you will deal with and developing strategies for specific customer situations will make those difficult customer situations less challenging. This module offers examples of the […]

Dealing with the Customer in Person

“Your most unhappy customers are your greatest source of learning.” Bill Gates When you interact with a customer in person, you have both greater challenges and greater opportunities to build a rapport with that customer than you have when speaking with them over the phone. Consequently, nearly everything said about handling a customer over the […]

Dealing with the Customer Over the Phone

“Remember that a person’s name is to that person the sweetest and most important sound in any language.” Dale Carnegie When you eliminate one of your five senses, your other senses tend to become sharper. This is an important fact to consider when working with a customer over the phone. Since you cannot see the […]

Why Are Some Customers Difficult?

“All happy families are alike; each unhappy family is unhappy in its own way.” Leo Tolstoy While many of your interactions with customers will be pleasant and positive, inevitably you will have to interact with customers who are difficult in some way. Keep in mind that just as all your emotions communicate to you so […]

Stress Management (External Stressors)

External stressors can often be a source of frustration. You have limited control over the things that come at you in life. When managing stress caused by external stressors, adaptability and understanding what you can control are vital. Manage Your Work Space An uncomfortable work space can be a constant form of stress. Sometimes the […]

Stress Management (Internal Stressors)

“Knowing your own darkness is the best method for dealing with the darkness’s of other people.” Carl Jung Life is dynamic and constantly changing. This simple fact creates emotional, mental and physical stress. It’s not possible to avoid stress entirely. Instead, you must learn how to manage stress and navigate through the situations that trigger […]

Handling Difficult Customers

Customer service is a necessary position in the job world today.  It helps companies give customers what they want and what they need. Although many customers can be difficult, with the right training, skills and knowledge, any difficult customer can be handled properly and effectively.  With a positive attitude you can effectively deal with the […]

Identifying and addressing customer needs

“Endeavours succeed or fail because of the people involved. Only by attracting the best people will you accomplish great deeds.” Colin Powell The first step in improving customer service is to determine what customer’s value in their interactions with your organisation. What do they want? What do they need? The most obvious way to find out […]

Staying positive at all times: key to WOWing customers

We can’t control all of the problems and irritations that come up during the day. We can control our attitude and how we react to the situation. Remember: you need to be happy with the reflection in the mirror. Is your glass half full or half empty? Tips on staying positive: Rearrange or redecorate your […]

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“Karen, your training course definitely exceeded my expectations, and was above and beyond the standard of previous courses I have attended. Your spirit and personality together with the sensitivity you show towards learning needs and goals make for a fantastic few weeks! I would without a doubt recommend anyone to attend your training.”

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