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Skills

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

Mixed smileys on sticky notes, white background

Positive Language for Customer Service Conversations – With Examples

Spanish Flag in speech bubble over letters

Spanish Phonetic Alphabet – Free Download

Reassurance Statements for Customer service

Reassurance Statements in Customer Service – With Examples

Funnel Questions for Customer Service

How to Use Funnel Questions – With Examples

Replace negative Words With Positive Words

Negative VS Positive Words in Customer Service – With Examples

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

What to Say to an Angry Customer

A picture of a person doing archery

Techniques to Improve Call Control Skills

AER Statements written over paper speech bubbles - acknowledgment empathy reassurance

AER Statements for Customer Service

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

Acknowledgement Statements text written on notebook

The Top 10 Acknowledgement Statements for Customer Service

Questioning Techniques

6 Effective Questioning Techniques for Customer Service

rapport on chalkboard

15 Ways to Build Rapport With Customers

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

Group of people holding the SORRY written speech bubble

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

A cartoon of an difficult customer

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

Best Tips, Phrases and Words to Use for Building Rapport

Best Tips, Phrases and Words to Use for Building Rapport

TED Questions for Customer Service

15 TED Questions for Customer Service – With Examples

Speech box with the words positive statements to increase customer satisfaction

Positive Statements to Increase Customer Satisfaction

Comic style hello with the words customer service greeting messages

10 Catchy Greeting Examples for Customer Service

Call Centre Power Words for Customer Service

100 Power Words to Use in Customer Service with Examples

people talking with headsets on and chat bubble above their head

Top 20 Examples of Rapport Building Statements

France flag talk balloon and blank speech bubble

French Phonetic Alphabet – Free Download

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

Young smiling experienced operator of call center answering the question of his client

How to Train Active Listening in the Call Centre – With Exercises