Comments on: Straight Talk for Customer Service Reps

By: Essential Elements of Profitable Websites | Work At Home Business Guide

Essential Elements of Profitable Websites | Work At Home Business Guide — Wed, 05 Oct 2011 00:05:36 +0000

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By: Effectively Solve Customer Disputes By Empowering Your Employees | Call Center Cafe

Thu, 29 Sep 2011 09:49:18 +0000

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By: Creating a Customer for Life: Simple Tips to Improve/Refresh Customer Service Skills | Call Center Cafe

Wed, 28 Sep 2011 07:19:56 +0000

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By: How to Not Approach Customer Service | Call Center Cafe

How to Not Approach Customer Service | Call Center Cafe — Sat, 24 Sep 2011 09:35:02 +0000

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By: jjlc

jjlc — Mon, 14 Mar 2011 13:28:44 +0000

I am a rep and we are trying to be polite as we can, but believe us or not, there are customers who does not have manners at all. And regarding, telling you that “you might hear a moment of silence in my end”, it’s part of the quality assurance that will prevent us from having dead air.

For an irrate customers, be cool and relax, things won’t be solved in your own way, since the rep are just doing their job to help you.

Be nice and smile and be polite to the agent as well. God speed!!!

By: D

Tue, 21 Dec 2010 22:08:19 +0000

Well, i work in this company, im a rep! and i think the same thing as you… its a lot of “empathy” in the calls, but its not reps. fault, actually, we are instructed to talk that way.

By: Julian

Julian — Fri, 02 Jul 2010 04:47:47 +0000

Hey guys I’ve just found this forum and i like it already. I’m about to start working with this company and believe me is not reps’ fault. Yes you are right, these are basically scripts that we have to follow if not we’l be fired is kinda requirement when you have to answer a call. I find great your statements but i wish my bosses would hear this because is really important to give you the customers a good service. Once I asked if we could create rather a conversations than a script but they say we can’t so nothing to do about it.
Well So good go on with the comments and i’ll try to give this information to the company and try to change it.

By: David V. Greis

David V. Greis — Tue, 22 Jun 2010 12:32:10 +0000

Our words that we use are often the difference between success and failure in any given situation. We should always strive to use positive words or phrases such as “I can”, “I will” etc and refrain from using negative words like “can’t”, “won’t” etc.

Customers tune out negative words and anything that tells them they are not going to get what they want. It is better to use positive wording to gently move them from their position over closer to what you are able to offer.

David V. Greis
The Customer Service Training Institute
http://www.infowhse.com

By: Alea

Alea — Sun, 06 Jun 2010 08:28:12 +0000

How refreshing to read this post. A part of my job involves customer service by phone and last year we had some in-house customer service training with a customer service ‘expert’. It was all so fake with so many platitudes and it was a dreadful experience. I continue with my down-to-earth helpfulness, which is genuine.

By: Daniel Greene

Daniel Greene — Thu, 27 May 2010 20:59:51 +0000

Thanks for the comments, pingbacks, and links.

Here’s one more thing I thought of:

“I’ll just go ahead and…” You’ve just gone ahead and wasted four words. Why don’t you say, “I’ll… “?

I understand the “softening” and “conversational” tone of “just go ahead and…” and I don’t mind hearing it once or twice, but if every single thing you do for me you announce with “I’ll just go ahead and…” I’ll just go ahead and get annoyed. Really, any phrase or word that you use constantly can be annoying in any conversation, so just go ahead and try to mix it up.