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Despite what the agent said, he didn’t see a thing. He wasn’t listening, didn’t care, and wasn’t particularly engaged. It was also obvious that he was reading from a script—which only made things worse.
when a customer’s swearing becomes forceful or persistent, it crosses a line that is fairly easy to recognize. What should you do? The answer really depends on why they started swearing in the first place.
Phone anxiety, sometimes called “telephobia” or “phone phobia” is a real thing, and impacts a large percentage of the workforce. It’s been on the rise for a number of years and, while more prevalent with people under 35, spans al
What should you do if you’re a customer? Should you just cross your fingers and hope for the best? Sure, you make a point to do business with companies you know will treat you well, but what about all of the other places you spend your money?
Intuitively, most of us know how important tone-of-voice is in customer service. It’s one of the 6 pillars of customer service, and is a critical skill for anyone who does business over the telephone.
Belding has provided customer service training and leadership internationally for companies in a broad spectrum of industries
Belding Training is a top corporate training company focused on employee training, leadership training and enhancing workplace culture.
A recent study conducted by Populus Research tells us that the average customer spends 6
Interestingly, the compilation is presented as sort of a ‘customers gone wild’ piece. Listening to them, I hear something a little different. Are they perhaps legitimately frustrated customers who have hit the end of their rope?