Articles - Soft Skills

A picture of an anxious person staring at their phone

503

Top Tips for Dealing With Anxious Customers

ABC always be closing

What Is the ABC Approach?

Words bad news surrounded by paper balls

1,348

How to Deliver Bad News in Customer Service

thank you labels

280,220

150 Great Complimentary Words and Phrases to Use in Customer Service

‘language of love’ and sharp ‘nasal tone’ video cover

645

Examples of Tone of Voice in Action

FFF feel felt found technique - words FFF feel felt found on white note

288

A Quick Guide to the Feel, Felt, Found Approach

Storm clouds over sun and field- de-escalation concept

2,613

The Best De-Escalation Techniques

Close up of microphone - voice concept

1,995

How to Utilize Tone of Voice in the Contact Centre

19,937

How to Handle Contacts From Challenging Customers

Barriers between people

1,391

The 6 Barriers to Good Customer Service

Soft Skills Gaps are More Important for Regular Training and Coaching

316

Soft Skills Gaps Are More Important for Regular Training and Coaching

Clarifying questions add value to customer conversations

2,549

15 Clarifying Questions That Add Value to Customer Support Conversations

Person not accepting no on phone

2,276

How to Deal With Customers Who Don’t Take No for an Answer

10 Customer Service Behaviours for Contact Centre Agents

2,739

10 Customer Service Behaviours Every Contact Centre Agent Should Have

Tips for Emotional Intelligence

3,039

15 Tips for Building Emotional Intelligence in Customer Service

A photo of female Asian supervisor training work with telemarketing customer service agent team in call centre

28,196

How to Coach Empathy in the Contact Centre – With Three Training Exercises

Person holding and looking up to speech bubble

12,910

25 Affirmative Words and Statements to Support Customers

Panorama view of the infinity empty asphalt international race track starting or end line, Motion blurred effect.

15,337

The Best Ways to Start and End a Customer Conversation

Paper boat overcomes the barrier of resistance to change

878

Talking Point: How to Overcome Resistance to New Ideas

TED Questions for Customer Service

11,662

15 TED Questions for Customer Service – With Examples

tree growing and dry with sky and sun background

50,029

The Top 15 Reassurance Statements for Customer Service

Two people with a can phone on an orange background

1,611

Coaching Talkative Advisors to Provide Better Customer Service

A picture of a person doing archery

10,082

How to Improve Call Control Skills

A picture of a glowing arrow penetrating a barrier

694

Getting Past Gatekeepers to Actually Speaking With Decision-Makers