Inbound and call center articles

Why Do Customers DO That!?

Many service reps, especially those in call centers, deal with customers who are irritable, impatient, annoyed, and downright rude. We know that kind of attitude comes up when people are confused, frustrated, angry or disappointed. Here’s the question answered in this article: Why do so many customers call or come in with a bad attitude already [...]

Why Do Customers DO That!?2024-01-15T16:00:39-08:00

Fine Tunes for Benefit Statements

Benefit statements are a staple of sales and customer service. This article focuses on some of the nuances, including tips for teaching others to create their own benefit statements. Reminder: There are myriad ways to express benefits but they fall into just six categories: convenience, save money, increase money or value, peace of mind, appeal to [...]

Fine Tunes for Benefit Statements2020-12-19T14:25:08-08:00

How to Add Power to Benefit Statements

Features and benefits: a sales and service basic, right? Yes, expressing benefits is a fundamental skill but that doesn’t mean pros don’t need refreshers. Here’s a mini-lecture on why working on benefit statements is a good idea: There are now more opportunities for expressing benefits. We’re communicating via text and chat and email and webinar and [...]

How to Add Power to Benefit Statements2020-12-19T15:30:16-08:00

Why Do Customers Stay Mad After You Fixed the Problem?

Service reps deal with lots of customers who are irritable, impatient, annoyed, and downright rude. We understand that behavior comes from frustration, worry, and their idea the angry/squeaky wheel gets the grease. The question we answer in this article is why they stay that way even when they got what they wanted or the problem was [...]

Why Do Customers Stay Mad After You Fixed the Problem?2023-02-14T10:50:58-08:00

How and Why to Say “I Don’t Know”

Not long ago, I had a problem with a product purchased from a small company. When I called, the phone was answered by a very nice person who told me to call so-and-so in a few hours. Since I didn’t want to wait a few hours, I asked the nice person if she could help me: [...]

How and Why to Say “I Don’t Know”2023-02-14T11:30:40-08:00
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