Translate

Articles - Handling Customers

Explore our range of resources on handling customers, with strategies for conflict resolution and customer retention.

Angry person shouting down phone

How to Deal With Angry Customers

Seven chat bubbles with person pointing at one behind - live chat training concept

Live Chat Quality – 7 Training Exercises to Improve It

The Secret to Dealing With Awkward Customers

Illustration of hand holding a phone with contact icons

How to Design an Escalation Matrix for Call Centre Agents

The concept word Empathy on wooden cubes.

How to Develop Empathy as a Skill in Your Frontline Teams

A call centre agent in an office wearing a headset and glasses

How to Handle Contacts From Challenging Customers

Pen crossed out 'I am Sorry' on note

10 Ways to Say “Sorry For the Inconvenience Caused”

Bowl of colourful loops top view

How to Provide Closed-Loop Feedback With Employees and Customers

Group of people putting their hands in centre with the words assurance statements for customer service

Assurance Statements in Customer Service – With Examples

Notepad and pencil with the words alternatives to sorry for the inconvenience

15 Great Alternatives to “Sorry for the Inconvenience”

Frustrated person on pink background

How to Deal With Frustrated Customers – And Make Them Happy

Black and white cardboard silhouettes on a colored background

How to Deal With Racism in the Contact Centre

A picture of multicoloured people in a circle with arrows leading to groups of the same colours

The Ultimate Key to Crowdsourcing in Customer Service

A rear view picture of a person scratching their head looking at question marks

How to Deal With an Indecisive Customer

Angry people screaming

13 Clever Tactics for Dealing With an Angry Phone Call

A picture of hands possessively guarding a series of coloured pawns

Training Your Team to Take Ownership

A picture of a talkative cartoon

How to Deal With a Talkative Customer

4 Key Objectives to Improve Productivity and Customer Experience

A picture of positive speech bubbles

27 Positive Statements to Use In Difficult Situations

A photo of an upset person on the phone

The Best Ways to Communicate With Upset Customers

Apologising for the inconvenience, I'm Sorry

“Sorry for the Inconvenience” – How to Offer a Genuine Apology

A picture a happy person with a service recovery icon on their phone

What is Service Recovery – With Examples

A finger changes the course of a paper bat, from a line of white paper boats

How to Manage and Exceed Customer Expectations – With Examples

Replace negative Words With Positive Words

Negative VS Positive Words in Customer Service – With Examples