Enhancing Your Customer Service Skills

Posted on Wednesday, October 5th, 2022

What do you do when faced with a customer who’s fuming over a delay, cancellation, or objection to a policy? How can you adequately address their issue when your interaction starts off on such a sour note? In this short 1:26 video, Myra Golden shares an introduction to various approaches that can help you reframe such conversations and use your words and actions in positioning skills to put a positive slant on an otherwise negative situation. Learn how to use empathy and pacing to foster a sense of connection with customers. Discover the words and phrases to avoid in customer service, how to use partnership language to leave people feeling heard and satisfied, and how to properly apologize.

Have questions? Suggestions for employee learning? Contact the Centre for Organizational Learning.


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