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Stop Reading From The Script!

ShepHyken

After a little troubleshooting over the phone, the customer support agent said, “I’m sorry, you’ll have to take the car into the dealership.”. But you knew that, and let’s all assume the customer service agent knew it, too. It probably wasn’t an actual script, but it was an answer she was trained to use. One BIG problem.

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Guest Post: How to Boost Customer Support Employee Productivity for Better CX

ShepHyken

If employees are happy and look up to their workplace with regard and respect, it will be reflected in their interactions with customers.?? . Boosting the customer support employee productivity . The customer support employees are under constant pressure to deliver on time. Dealing with customers is not easy.

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Guest Blog: Exceptional Customer Support Is Fresh, Not Canned

ShepHyken

Forced to listen to fake-happy ‘customer care’ puppets reading from scripts? The dissatisfaction you’ll be left with goes both ways: the cost of disappointed customers is high for companies, too. After just one bad customer support experience, trust in a brand is gone forever. Stay away from scripts.

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Guest Blog: Customer Support Chatbots ? Striking The Right Balance

ShepHyken

This week we feature an article by Ayush Chaudhary who writes about the social media customer support experience. Social customer service allows you to take the interactions with your customers to an even higher level. – Shep Hyken. Think of it as a telephonic IVRS analog for customer support.

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Guest Post: How to Choose the Right Call Center Software to Supercharge Your Customer Support

ShepHyken

She shares how companies can choose the call center software that fits their customer support teams. In today’s digital world, whether your customers prefer phone support or traditional customer service, effective call center software is essential for smooth functioning. Call scripting .

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Guest Post: Customer Service Telephone Skills – Master Your Art of Conversation with Clients

ShepHyken

Customer Service Telephone Skills to Master. Good-quality customer service goes beyond the telephony software or CRM system you use. Here are some customer service telephone skills every customer support executive should possess. Greet Your Customer Politely and Professionally. First, ditch the scripts.

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Dealing With Angry Customers: Be Sincere When You Apologize

ShepHyken

I briefly covered this in a recent article ( The Five Best Things to Say to an Angry or Upset Customer ), but I want to dive into the “I’m sorry” comment a little deeper. . Not long ago I called a customer support center and early in the conversation the agent said, “I’m sorry you are experiencing this problem.”

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