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Conflict Resolution
Conflict resolution skills in customer support are the ability to address and resolve customer complaints efficiently and effectively, while maintaining a professional attitude and providing a positive customer experience. Examples of conflict resolution skills include active listening, remaining calm and composed, finding common ground, negotiation, and problem-solving. Additionally, having…
Time Management
Time management skills in customer support refer to an employee's ability to stay organized and be productive in their customer service role. An employee must be able to effectively prioritize tasks and manage their time in order to keep customers satisfied and meet their service expectations. Examples of time management skills in customer support include: setting realistic goals, organizing…
Positive Language
Positive language skills in customer support are the ability to use language in a manner that is professional and respectful. This includes phrases like "I apologize for any inconvenience," or "Thank you for bringing this to our attention." Other phrases that can demonstrate positive language include, "I understand your concern," or "Let me help you with this." This type of language helps to…
Sales Techniques for Customer Support
Sales techniques are used to persuade potential customers to purchase a product or service. Customer support, on the other hand, is a service provided to help customers navigate the buying process. Therefore, it's important to combine sales techniques and customer support in order to provide the best experience for potential customers. Here are a few sales techniques that relate to customer…
Active Feedback
Active feedback is a customer support skill that involves soliciting and actively listening to a customer's comments, feedback, and concerns and then responding in a way that shows you understand and are willing to help. Examples may include probing the customer for additional details, summarizing what the customer has said, and providing helpful suggestions and resources to resolve the…
Persuasion and Negotiation
Persuasion and negotiation skills are customer service techniques and tactics that are used to persuade and negotiate with customers in particular situations. Persuasion is the process of convincing someone to believe in or agree to an outcome or transaction while negotiation is the process of reaching an agreement or compromise between two or more parties. Examples of persuasion and negotiation…
Being able to find a mutually beneficial solution for Conflict Resolution
Being able to find a mutually beneficial solution (MBS) is one of the most important skills for any customer support specialist. It involves being able to work with a customer to negotiate a resolution to their problem or complaint that will end up being satisfactory for both parties. Definition: Mutually beneficial solutions involve finding a resolution to a customer’s problem or complaint that…
Data Conversion Outsourcing
In today’s increasingly digital world of business, data conversion outsourcing is becoming a more popular solution to streamline and automate many tedious processes. As businesses provide more digital products and services that require data in various formats, outsourcing data conversion services is a necessity to ensure accurate and timely conversion and translation of data. By taking advantage…
Social Media Customer Service Outsourcing
In an age increasingly driven by digital interactions and virtual conversations, businesses are now rethinking the role of social media in customer service. While social media can be a powerful tool for developing relationships with customers and boosting a business’s online visibility and reputation, managing an active social media presence can be time consuming and difficult to handle…
Understanding of Customer Expectations Techniques for Customer Support
Customers have higher standards, expectations, and demands than ever before. To stay one step ahead, businesses should be equipped with the skills and techniques required to understand and meet customer expectations. Doing this, whether through customer service, customer experience, or customer support, should be at the heart of any successful business. There are several customer expectation…