How to Respond to Compensation Demands in Customer Service
A customer is unhappy. She doesn’t want to take time off work to allow her housebuilder to complete essential warranty repairs in her new home. She...
One Sentence Can Undermine an Entire Customer Service Response
I'm a member of several Facebook groups where unhappy homebuyers share stories about their experiences with their housebuilder. As you might imagin...
The Most Wishy-Washy Way to Say “No” in Customer Service
In my opinion, this is the most wishy-washy way to say no in customer service:
“I’m sorry, but unfortunately, I can’t do that for you. It’s agains...
Enhancing Home Demonstrations with Empathy - The Key to Exceptional Customer Experience
An empathy test
According to a recent report, there has recently been high-level debate in Namibia regarding ways to reduce the elephant populatio...
Clear Communication in Customer Service: Avoiding the Pitfalls of Vague Language
Saying no to customers is one of the hardest things in customer service. Many struggle with it and try to soften the blow by adding wishy-wa...
Overcoming 'It's Against Company Policy' Objections in Customer Service
Customers can become very aggravated when told, "It's against company policy." It can feel like a fob-off and make them want to speak to a higher a...
How the Use of Empathy Can Enhance the Customer Service Experience
Jasmin was always empathic when with her friends but she stopped short of emphasising with difficult customers.
Until she learned the reason why....
Why Reading a Manual Can Boost New Home Customer Service Performance
If you're an employee of a company, it's essential to read the customer manual - even if you think you know everything there is to know about the p...
Transforming Customer Service by Mastering Emotional Control
A customer asks for something that she’s not going to get:
“I WANT COMPENSATION FOR LOSS OF EARNINGS!”.
Here are three possible responses.
How a Positive Attitude Leads to Successful Home Demonstrations
A positive attitude is crucial in most everything. That’s why this blog takes a look at why a positive attitude makes a successful home demonstrati...
Why Promising Something ASAP Can Damage Your Business and Customer Service Reputation
How to lose control of your time
As soon as possible – four words that can ruin your business and your customer service reputation in a heartbeat....
How to Avoid Letting Past Negative Experiences Shape Your Customer Service Mindset
There is, of course, a big difference between an anaphylactic shock as a result of eating nuts and the hurt you get from a customer who drives you ...
