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ServiceSkills.com customer service elearning

Latest "Difficult Customers" Posts

ASAP Technique For Diffusing Angry Customers

by Nancy Friedman
Nancy Friedman the Telephone DoctorIf you spend time in a customer facing position there’s a high probability you’ll encounter customers who are upset, rude, angry and irate. For some of us it’s thankfully a rare event and for others it’s a daily occurrence.

Having a solid strategy in place to handle these situations will be the difference between feeling frustrated and stressed out OR calmly guiding the situation back to a productive relationship.

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Posted in Communication Skills, Conflict Resolution, Customer Service Challenges, Customer Service Excellence, Difficult Customer Training, Difficult Customers, Diffusing Irate Customers, Telephone Doctor Blog

Could They be a Customer?

I love to read short blogs sometimes…and I love to write them too. This is one of those short ones; Blogs don’t always need to be long.

It’s about strangers. And Customers

We know we have paid customers

We know we have internal customers

We know we have potential – future customers

We even know we have lost customers

But what about strangers as customers?

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Posted in Client Relationship, Customer Interactions Training, Customer Service Excellence, Customer Service Tips, Customer Service Training, Difficult Customers, eLearning - Customer Service, Keynote Speaker, Personnel Training, Retail Customer Service Tips, Retail Service Training

Five Ways to Get Great Customer Service This Holiday Season

By Nancy Friedman, The Telephone Doctor 

Tales of awful customer service are especially bothersome at this time of year. It seems everyone has a story or two. The retail clerk who doesn’t know or doesn’t care.  The airline automated attendant system with endless loops before you encounter a human being.  The angry fast food attendant who is mad at the world.

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Posted in Customer Service Excellence, Customer Service Tips, Difficult Customers, Hospitality Service Training, Retail Customer Service Tips, Retail Service Training, Telephone Doctor Blog

Five Forbidden Phrases®

Five Forbidden Phrases® of Customer Service

Our all time best seller!  Don’t tell customers what you can’t do, tell them what you can do. Your staff will learn the Five Forbidden Phrases® of Customer Service followed by the Positive Alternatives they should be using instead. By following the techniques in this program your team will prevent service mishaps before they occur.

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Posted in Basic Communication Skills, Business Etiquette, Call Center Training, Call Center Training Programs, Communication Skills, Conflict Resolution, CRM Service Training, Customer Service Excellence, Customer Service Training, Difficult Customers, DVD Training Courses, eLearning - Customer Service, Live Support Customer Service, LMS eLearning Courses, Retail Customer Service Tips, Retail Service Training, Telephone Service Training, Telephone Skills Free Tips, Workshops on Customer Service

How to Handle the Irate Customer

How To Handle The Irate Customers

This best selling customer service training program includes a highly effective four point plan for calming irate customers and maximizing their situation. Trainees will first learn that irate calls are nothing personal. The customer is upset at a problem, not at the CSR. This program includes the proven ASAP technique for handling irate customers.

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Posted in Call Center Training, Call Center Training Programs, Communication Skills Training, Conflict Resolution, CRM Service Training, Customer Service Training DVDs, Difficult Customers, Diffusing Irate Customers, DVD Training Courses, eLearning - Customer Service, Empathy Skills Training, Live Support Customer Service, LMS eLearning Courses, Workshops on Customer Service