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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...

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More 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...

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Three 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...

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Connecting 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...

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Active 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...

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The 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...

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Positive 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...

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More 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...

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Customer 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...

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Stressed 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...

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The 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...

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Don’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...

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American 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...

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Active 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?...

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First, 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...

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Second, 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...

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Summarize 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...

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Acknowledge, 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...

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Break 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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