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Skills

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

AER Statements written over paper speech bubbles - acknowledgment empathy reassurance

AER Statements for Customer Service

TED Questions for Customer Service

15 TED Questions for Customer Service – With Examples

Reassurance Statements for Customer service

Reassurance Statements in Customer Service – With Examples

Replace negative Words With Positive Words

Negative VS Positive Words in Customer Service – With Examples

Start and end concept with two hands holding a phone

The Best Ways to Start and End a Customer Conversation

Questioning Techniques

6 Effective Questioning Techniques for Customer Service

Call Centre Power Words for Customer Service

100 Power Words to Use in Customer Service with Examples

A cartoon of an difficult customer

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

Hands Holding Yellow and White Speech Bubbles Customer Service Empathy Statements

Empathy Statements for Customer Service With Examples

rapport on chalkboard

15 Ways to Build Rapport With Customers

Group of people holding the SORRY written speech bubble

21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service

Best Tips, Phrases and Words to Use for Building Rapport

Best Tips, Phrases and Words to Use for Building Rapport

Comic style hello with the words customer service greeting messages

10 Catchy Greeting Examples for Customer Service

Positive statement words including: smile, positive, thanks, pleasure, great, understanding, right, rapport,please,popular, certainly, understanding

The Top 25 Positive Words and Phrases for Customer Service

A picture of a person doing archery

Techniques to Improve Call Control Skills

A large red cross is in the centre of the image. In the corners are two agents who have angry customers on the phone

How to Handle Angry Customers in a Call Centre

A picture of positive speech bubbles

27 Positive Statements to Use In Difficult Situations

Speech bubbles with NATA phonetic Alphabet - NATO flag in the front

NATO Phonetic Alphabet – Free Download

Acknowledgement Statements text written on notebook

The Top 10 Acknowledgement Statements for Customer Service

A vector illustration of a person with a speech bubble

Customer Service Language – With Examples

Picture of angry person in sweater screaming at smartphone over red background

What to Say to an Angry Customer

A cartoon man holds his hand up in a wave, while saying "the best courtesy words and phrases to use in customer service

The Best Courtesy Words and Expressions to Use in Customer Service

Mixed smileys on sticky notes, white background

Positive Language for Customer Service Conversations – With Examples

Funnel Questions for Customer Service

How to Use Funnel Questions – With Examples