Telephone Customer Experience Improvement
Telephone Call Flow Strategy for Call Centers (with videos)
How to Handle Difficult Customers
Here’s What to Say to the Yelling or Cursing Customer
What to Say to the Customer Who Demands to Speak to a Supervisor
How to Write a Complaint Response Letter to a Consumer
The Ultimate Cheat Sheet On How to Write Complaint Response Letters to Customers
Video: Excellent problem response letter from American Airlines
Call Control
How to Get the Chatty-Cathy to Cut to the Chase
Control Calls with “Friendly” People Using the “Ask 3-Closed-ended Questions” Technique
How to Deliver Bad News to a Customer
How to Deliver Bad News to a Customer: The 4 Steps Doctors Use
Free Sample Module From Myra’s eLearning Series
How to Rock Your Customer Service Job! 5 Traits of the Best Customer Service Professionals
Interviewing and Hiring Customer Service Professionals
These Are the Interview Questions You Need to be Asking Customer Service Representatives
7 Great Ideas for Motivating Customer Service Employees {video}
Watch this short video
Empathy
7 Phrases that Convey Empathy to Customers (with 1-minute video you can share with employees)
20 Damn Good Ways to Express Empathy
