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Skills

Here is a selection of articles written about the skills the contact centre need and should have

Customer Service Role Plays Movie Clapper

9 Customer Service Role Plays

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7 Pillars for Creating Amazing Team Leaders

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Emotional Intelligence FAQs Answered by an Expert

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How to Set the Right Expectations on a Call

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20 Expert Ideas to Improve Your Customer Service Skills

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Top Tips to Make Your Team Leaders More Productive

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“I’d Like to Speak to a Manager” – 7 Ways to Deal With Difficult Customers

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25 Performance Review Phrases for Customer Service

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Customer Service: 50 Nice Words to Say to Someone

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How to Improve Your Customer Service Listening Skills

Questioning Techniques

6 Effective Questioning Techniques for Customer Service

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10 Great Ideas for Successful Call Centre Coaching Sessions

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Customer Service Language: Changing the Language of Your Contact Centre

Rapport Building With Angry Customers – With Examples

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How to Achieve Excellent Customer Service Through Coaching

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27 Positive Statements to Use In Difficult Situations

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10 Strategies for Overcoming Objection Handling in Sales

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The Best Ways to Communicate With Upset Customers

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5 Ways to Rethink Contact Centre Training

Contact Centre Coaching Models: Which Is Best for Your Coaching Sessions?

Call Centre Power Words for Customer Service

100 Power Words to Use in Customer Service with Examples

Replace negative Words With Positive Words

Negative VS Positive Words in Customer Service – With Examples

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How to Deal With Rude Customers

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Handling Sales Objections Over The Telephone