An interview with Margaret Kane, a retail bank consultant, sales training and customer service expert, is presented. She states that the biggest challenge in customer service was taking ownership of a problem in the frontline. She notes that the executive management wants every teller to assume ...
A very simple way to compliment a customer is to say “good question” – when you can tell that they’ve been thinking about it a lot. The use of the word “I” also shows that you are taking ownership of the problem. 4. “I would RECOMMEND…” Instead of saying “you should”,...
A few years ago, Apple’s training manual of “forbidden customer service words”was leaked to Gizmodo. Within the manual, Apple’s legal team suggests alternatives to common customer service phrases that might rub customers the wrong way or lead to a legal issue. “Unfortunately” becomes “as...
By turning negativity into positivity, you can create loyal customers who will be more likely to return in the future. The key is to take ownership of the situation and show the customer that you value their business. Tips for Keeping Your Cool in Challenging Interactions with Customers W...
Try these 6 powerful tips for providing top-tier customer service in 2024. Explore customer service best practices.
A positive customer service experience involves multiple team members working cohesively towards a common goal. Encourage collaboration and support among team members to ensure efficient and effective service delivery. 11. Ownership Taking ownership of customer issues shows accountability, responsibility, and...
Empathy: There are techniques that increase a person’s ability to empathize. This includes active listening, taking ownership of issues, identifying emotional changes and triggers, and questioning skills. Adaptability: The more adaptable a representative is, the better they’re able to connect with...
Empower and reward your agents for taking full ownership of a case and make sure they follow through until resolution. This combination of accountability and empowerment can encourage your agents to see every case through to its conclusion rather than passing on the buck. For example, an agent...
5. Taking Ownership of Another Colleague’s Mistake While this story is not contact-centre specific, it demonstrates how a customer service representative can take control of a colleague’s error and properly handle a customer’s issue.
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