is very interesting..and fanny
Do not pretend you understand, when in fact you have not understood.
Do not rush the customer, the customers speaks differently, but this does not mean he or she are dumb !
Do not shout, shouting will not clarify the accent or language.
Topics include empathy, attitude, internal service, avoiding killer words, listening skills, call center training, being business friendly, questioning techniques, using positive phrases, cardinal rules, proactive customer service, help desk, technical support training, soft skills, communication, basic phone skills, defusing irate customers, up selling/cross selling, follow up, rudeness and hundreds more skills & techniques designed to improve Customer Satisfaction Scores (CSAT).