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People great at customer service typically have the skill to artfully and effectively ask questions. By asking questions, you’re showing your interest, gaining control of the conversation, and learning about the specifics of the issue or need so you can tailor your response. In a past Tip of the Week, I noted that asking questions […]

On March 14 we shared a Tip on how to read a customer’s body language, then how to use that reading to refine your response. You can do the same thing with the other person’s tone of voice. Whether they’re Angry, Afraid/Anxious, or Sad, the emotions can be conveyed differently through the voice. And some […]

You don’t have to have the innate ability to perfectly understand the other person. You don’t have to know every answer. You don’t have to react immediately with the perfect response to what’s been said. To be great at customer service, you don’t have to be the perfect conversationalist. Having the rapid-fire response, the quick […]