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Short focused items to help you improve customer service and customer relations in your organization.

Starting A Customer Conversation Successfully   Written by Robert Bacal   Whether you deal with customers in person or on the phone, the way yuo begin a conversation or interaction will affect how the customer treats you.  You know what they say -- first impressions are hard to change.  Compare the way that you begin customer interactions with our suggested inclusions.    Read more...

What Angry Customers Need And Want   Written by Robert Bacal   When you have dealt with an angry customer, you may have asked yourself, "what does this person want from me?", or even perhaps asked the customer this question.  It is an important question with a number of answers.  Knowing the answers will help you calm down an angry person and reduce hostile behavior directed at you.  Learn what angry customers need and want.  Read more...

A Master Strategy Of The Defusing Process   Written by Robert Bacal   The CARP system is a way to remind yourself about the four major pieces of defusing hostility.  Learn more about what we call an umbrella strategy. Read more...

Principles of Defusing Hostile A Customer   Written by Robert Bacal   There are twelve principles that you can use to guide your defusing efforts.  Review all twelve to ensure your success the next time you are called upon to defuse a hostile customer. Read more...

The Art Of Self-Control In A Hostile Situation   Written by Robert Bacal   You can't take control of a hostile situation unless you can control yourself. Review some tactics and strategies that may, or may not be new to you.  Read more...

The Art Of Cooperative Language   Written by Robert Bacal   The language we use can make us appear confrontational or cooperative.  Discover the different messages that each language type can send to the customer. Read more...

Defusing Tactic # 16: Use Of We   Written by Robert Bacal   Something you want to do is give the impression that you are working WITH the client, not against them.  You may find that replacing the words "you" and "I" with WE can give the impression you are on the same side as the client.  Read about some basic rules for the use of we. Read more...

Defusing Tactic #17: Using Appropriate Tone & Word Stress   Written by Robert Bacal   Establishing a cooperative climate involves more than the words you use.  It also involves using the appropriate tone of voice for the situation.  Learn more about how your tone of voice and how you stress words send a message to your customer. Read more...

Defusing Tatic # 18: Avoid Hot Words & Phrases   Written by Robert Bacal   There are some words and phrases that have such emotional meaning for people that no matter how nice your tone of voice may be, the customer will hear what you say as insulting or inflammatory.  We use the term hot phrases or hot words to refer to language which should be avoided.  Discover how hot phrases and words can demean the positive content of your message. Read more...

Defusing Tactic # 19: Avoid Repeating Hot Words & Phrases   Written by Robert Bacal   Hostile customers will use a lot of hot words and phrases in their verbal attacks.  They may call you stupid, incompetent, an idiot, or accuse you of being racist, or corrupt, or lazy or... well you get the idea.  What you DON'T want to do is repeat the hot words that the customer uses.  Read an example provided to learn how to respond to a customer's use of a hot word. Read more...

More... Defusing Tactic # 20: Replace Some Statements With Questions Defuing Tactic# 21: Use Surprise Defusing Tactic # 22: The WHEN Question Defusing Tactic #23: Going To Computer Mode Defusing Tactic # 24 - The TOPIC-GRAB Defusing Tactic # 25: The Broken Record Technique Defusing Tactic # 26: Telephone Silence Defusing Tactic # 27: Allow Venting Defusing Tactic # 28: You're Right Defusing Tactic # 29 - Empathy Statements