Negativity-Why “Can’t” Doesn’t Work
Hard to Schedule a Convenient Time or Location? Get Live Webinars and Video Instead! Much of our training here at PhonePRO is focused on how to change a negative customer service situation into an...
View ArticleMore Than Just “The Right Thing To Do.”
Hard to Schedule a Convenient Time or Location? Get Live Webinars and Video Instead! In today’s challenging economic environment, many businesses focus on ways to increase revenue over investing in...
View ArticleThree Great Reasons for PhonePRO Customer Service Training
Hard to Schedule a Convenient Time or Location? Get Live Webinars and Video Instead! According to a recent interview with Keith Pearce, head of marketing dynamics at software company Genesy, there are...
View ArticleConnecting with Your Customers: As Simple As Picking Up the Phone.
Hard to Schedule a Convenient Time or Location? Get Live Webinars and Video Instead! In today’s marketplace, everyone talks about the importance of connecting with customers, no matter how big your...
View ArticleActive Listening and Customer Service That Really Works.
Hard to Schedule a Convenient Time or Location? Get Live Webinars and Video Instead! PhonePRO provides many techniques for handling the most problematic of customer service situations, and we even...
View ArticleThe Cost of Bad Customer Service
Hard to Schedule a Convenient Time or Location? Get Live Webinars and Video Instead! When considering investing in a customer service training program for your staff, it’s important to consider...
View ArticlePositive Interactions Make A Difference
Let’s take a look at what a positive consumer interaction with your company phone representative can do. First, 8 out of 10 Americans say they would pay more if it meant they’d be guaranteed a positive...
View ArticleMore Horror Stories From the Retail Front
Equity investor newsletter 24/7 Wall recently reported on retailers who are known not only for being household names, but also as synonyms for terrible customer service. Walgreens, Netflix, and Sears...
View ArticleCustomer Service Trap: Avoid the “Huh? Who’s This?”
When it comes to handling customers in person, most everyone knows to smile. And yet, on the phone, how many of us make a special effort to smile in the same way through our attitude? Do your...
View ArticleStressed Out? We’ve Got You Covered.
PhonePRO is dedicated to helping our clients communicate effectively to achieve maximum success with customers and bring out the best in every employee. We pride ourselves on teaching techniques...
View ArticleThe Real Value of Customer Service: Implementation Counts
In today’s marketplace, everyone talks about customer service. However, let’s face facts. Only some companies take real steps to implement the changes necessary in order to create the customer-centric...
View ArticleDon’t Forget: Your Employees Are Your Other Customers
Harvard University researchers first defined the “service-profit chain” model as the relationships between profitability, customer loyalty and employees who are loyal and largely satisfied by their...
View ArticleAmerican Express Report on Customer Service: The Hard Facts
Last year, American Express released a troubling report on customer service all over the world. Experts since have been debating the consequences of its findings, but the facts nevertheless remain. As...
View ArticleActive Listening Makes a Difference
Have you ever tried to explain something to a friend, spouse or family member, and noticed after a few sentences that even though they say they’re listening, their attention is obviously wandering?...
View ArticleFirst, pay attention
It may sound elementary, but it’s easy to get off task when someone else is talking, particularly for more than 30 seconds through a telephone. Now is not the time to prepare a counter argument in...
View ArticleSecond, demonstrate you’re listening
Notice this isn’t the same as providing criticism, or an answer to, or commentary on what they’re saying. It’s not time for that yet, when the speaker is still talking. As they’re telling their...
View ArticleSummarize What You’ve Heard
Once the speaker is finished talking, summarize what you have heard, without criticism or judgement, and repeat it back to the listener. Now is the moment to address and validate their feelings, not...
View ArticleAcknowledge, Then Take Action
Once you’ve received acknowledgement from the listener that you’ve understood all of their concerns, now you can take action. Remember, even a small gesture of conciliation goes a long way in the...
View ArticleBreak the Cycle
The sad reality is that many people go through their lives feeling unheard and unacknowledged. Frequently, those too are the people who most often “lose it” with a customer service agent or sales...
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