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Articles - Handling Customers
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How to Deal With Difficult Customers
How to Respond When You’ve Let a Customer Down
How To Deal With Vulnerable Customers
How to Handle Escalation Calls
The Long List of Things That Can Destroy Your Customer Service
When Is It OK to Hang-Up on a Customer?
How to Write to Vulnerable Customers
How to Stop Advisors Rushing Through Calls at the End of Their Shifts
Want to Speak in the Same Language as the Customer? Use Filtering!
A Policy for Dealing with Abusive Customers
4 Contact Centre Advisor Habits That Are Really Irritating Your Customers
How to Design a Contact Centre for Impatient Customers
9 Ways to Encourage Customers to Give Feedback
How to Write a Thank-You Letter to a Customer – With Examples
6 Strategies for Building Agent Confidence in Telesales
What to Say to an Angry Customer – With Example Words, Statements, and Phrases for Your Agents to Use
What is a Customer Service Representative (CSR)?
10 Closing Techniques for Inbound Sales Advisors
The Hapless 13: Phrases That Call Centre Agents Must NEVER Say
Support Employees Handling Emotionally Challenging Calls With Empathy
Really Understand Why Your Customers Are Contacting You
21 Ways to Improve Complaints Handling in Your Contact Centre
4 Ways to Get Your Customers Singing a Different Tune
Zen and the Art of Handling Angry Customers
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Editor's Pick
How to Develop Empathy as a Skill in Your Frontline Teams
Tackle the 3 A’s – Absence, Agent Burnout, and Attrition
10 Ways to Be More Customer Centric
21 Tips to Make Your Customers Feel Truly Valued
Latest Resources
eBook: 5 Ways Conversational AI Can Support Contact Centre Automation
eBook: 9 Practical Ways to Use Generative AI for Contact Centers
Upcoming Events
Demo Thursday: Giving Your Agents Superpowers – Webinar
Thu 25 Apr 2024
Beyond Boundaries Global Festival
Thu 25 Apr 2024
Latest Insights
Ofcom Latest: What Contact Centre Leaders Need to Know
Delivering Exceptional Experiences in the Real World
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The Key Elements of a CX Lifecycle and Ways to Improve It
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
What is Attrition Rate and How to Calculate It
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Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How Does it Improve Call Centre Service?