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.
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.
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.