The Customer Experience Help Desk
Customer Experience is something everyone -from the CEO to the newest hire- should be focused on. A positive customer experience is critical for your organization’s success. Learn tips and tricks of the trade you and your agents can put to work right away.
Over the phone, customers can’t hear your agents nodding or taking notes. Here are ways they can let customers know they’re listening.
Learn how top performers solve customers’ issues after a bad customer experience and what they do to salvage those relationships.
Of all the customers you help, the misinformed can be the most frustrating. Find out how to deal with them effectively.
There is magic in saying “yes and …” instead of “no.” Even when customers request things that aren’t possible, telling them what you CAN do makes all the difference.
Learn three things you can do to sound more confident when you’re talking with customers on the phone.
Of all the customers you help, a disrespectful customer can be the most upsetting. Find out how to deal with them effectively.
By the time customers call the contact center, they are often frustrated. Using polite language costs nothing, builds good will and helps make the interaction easier.
This video reveals the steps needed for agents to make an effective apology to an upset customer, without bad-mouthing the company or making the situation worse.
Confused customers can take a toll on an agent’s patience. Watch this video to discover the best to ways to deal with them.
Learn about acknowledgement statements and how they help agents recognize customer emotions and build relationships.
Customers don’t know the technical terms and industry concepts contact center agents know. Learn how to speak in a more understandable way.
