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Customer Service Hints, Tips and Definitions
Shorter items, hints, tips and specific techniques to improve customer service can be found in this section. We'll be including specific strategies on difficult customers, and book excerpts here.
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Date Item Title Author Hits
Wednesday, 03 March 2004 Defusing Hostility Tactics Checklist Robert Bacal 1583
Wednesday, 03 March 2004 Defusing Tactic #73: Be Patient And Understanding Robert Bacal 1055
Wednesday, 03 March 2004 Defusing Tactic #72: Don't Yell Robert Bacal 881
Wednesday, 03 March 2004 Defusing Tactic #71: Observe Carefully And Be Open To Learning Robert Bacal 740
Wednesday, 03 March 2004 Defusing Tactic #70: Avoid Stereotyping Robert Bacal 1096
Wednesday, 03 March 2004 Defusing Tactic #69: Report All Threats Robert Bacal 716
Wednesday, 03 March 2004 Defusing Tactic #68: Find Out Your Organization's Policy Robert Bacal 747
Wednesday, 03 March 2004 Defusing Tactic #67: Prepare With Team Members Robert Bacal 823
Wednesday, 03 March 2004 Defusing Tactic #66: Remove The Audience Robert Bacal 704
Wednesday, 03 March 2004 Defusing Tactic #65: Re-evaluate Your Environment Robert Bacal 748
Wednesday, 03 March 2004 Defusing Tactic #64: Provide Reading Material Robert Bacal 660
Wednesday, 03 March 2004 Defusing Tactic #63: Keep It Simple Robert Bacal 872
Wednesday, 03 March 2004 Defusing Tactic #62: Work To Termination Robert Bacal 738
Wednesday, 03 March 2004 Defusing Tactic #60: Use More Obvious Word Stresses Robert Bacal 874
Wednesday, 03 March 2004 Defusing Tactic #59: Use A Very Quiet Tone Robert Bacal 825
Wednesday, 03 March 2004 Defusing Tactic #58: Use A Stronger Tone Robert Bacal 793
Tuesday, 02 March 2004 Defusing Tactic #57: Effective Reversing Of Employee Decisions Robert Bacal 735
Tuesday, 02 March 2004 Defusing Tactic #56: Communicating Other Policies To Staff Robert Bacal 708
Tuesday, 02 March 2004 Defusing Tactic #55 - Communicate Safety Policy Robert Bacal 732
Tuesday, 02 March 2004 Defusing Tactic #54: Create Policy On Violence Robert Bacal 624
Tuesday, 02 March 2004 Defusing Tactic #53: Conduct A Safety Audit Robert Bacal 1100
Tuesday, 02 March 2004 Defusing Tactic #52: Recognize Appropriate Behaviour Robert Bacal 892
Tuesday, 02 March 2004 Defusing Tactic #51: Debriefing With Staff Robert Bacal 709
Tuesday, 02 March 2004 Defusing Tactic #50: Support Skill Building Robert Bacal 788
Tuesday, 02 March 2004 Defusing Tactic #49: Model Appropriate Behavior Robert Bacal 1192
Tuesday, 02 March 2004 Defusing Tactic #48: Offer Choice Robert Bacal 740
Tuesday, 02 March 2004 Defusing Tactic #47: State Consequences Robert Bacal 714
Tuesday, 02 March 2004 Defusing Tactic #46: Request Behavior Change Robert Bacal 855
Tuesday, 02 March 2004 Defusing Tactic #45: Describe Unacceptable Behavior Robert Bacal 1486
Tuesday, 02 March 2004 Defusing Tactic #44: Give Something Away Robert Bacal 752
Tuesday, 02 March 2004 Defusing Tactic #43: Create Agreement Robert Bacal 753
Tuesday, 02 March 2004 Defusing Tactic #42: Follow-Thru Robert Bacal 761
Tuesday, 02 March 2004 Defusing Tactic #41: Offer Alternatives & Suggestions Robert Bacal 894
Tuesday, 02 March 2004 Defusing Tactic # 40: Provide Information Robert Bacal 750
Tuesday, 02 March 2004 Defusing Tactic #39: Define Customer's Concern Robert Bacal 1084
Tuesday, 02 March 2004 Defusing Tactic #38: Disengaging Robert Bacal 861
Tuesday, 02 March 2004 Defusing Tactic #37: Directing Person's Anger Robert Bacal 1004
Tuesday, 02 March 2004 Defusing Tactic #36: Referring To Third Party Robert Bacal 704
Tuesday, 02 March 2004 Defusing Tactic #35: Planning For Referral Robert Bacal 702
Tuesday, 02 March 2004 Defusing Tactic #34: Referring To Supervisor Robert Bacal 958
Tuesday, 02 March 2004 Defusing Tactic #33: Equalizing Height Robert Bacal 808
Monday, 01 March 2004 Defusing Tactic # 32: Distraction Robert Bacal 833
Monday, 01 March 2004 Defusing Tactic # 30 - Listening Responses Robert Bacal 1163
Monday, 01 March 2004 Defusing Tactic # 29 - Empathy Statements Robert Bacal 22853
Monday, 01 March 2004 Defusing Tactic # 28: You're Right Robert Bacal 5750
Monday, 01 March 2004 Defusing Tactic # 27: Allow Venting Robert Bacal 8323
Monday, 01 March 2004 Defusing Tactic # 26: Telephone Silence Robert Bacal 9727
Monday, 01 March 2004 Defusing Tactic # 25: The Broken Record Technique Robert Bacal 6773
Monday, 01 March 2004 Defusing Tactic # 24 - The TOPIC-GRAB Robert Bacal 3790
Monday, 01 March 2004 Defusing Tactic #23: Going To Computer Mode Robert Bacal 5763
 
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