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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 1750
Wednesday, 03 March 2004 Defusing Tactic #73: Be Patient And Understanding Robert Bacal 1245
Wednesday, 03 March 2004 Defusing Tactic #72: Don't Yell Robert Bacal 1007
Wednesday, 03 March 2004 Defusing Tactic #71: Observe Carefully And Be Open To Learning Robert Bacal 862
Wednesday, 03 March 2004 Defusing Tactic #70: Avoid Stereotyping Robert Bacal 1214
Wednesday, 03 March 2004 Defusing Tactic #69: Report All Threats Robert Bacal 806
Wednesday, 03 March 2004 Defusing Tactic #68: Find Out Your Organization's Policy Robert Bacal 834
Wednesday, 03 March 2004 Defusing Tactic #67: Prepare With Team Members Robert Bacal 946
Wednesday, 03 March 2004 Defusing Tactic #66: Remove The Audience Robert Bacal 816
Wednesday, 03 March 2004 Defusing Tactic #65: Re-evaluate Your Environment Robert Bacal 866
Wednesday, 03 March 2004 Defusing Tactic #64: Provide Reading Material Robert Bacal 740
Wednesday, 03 March 2004 Defusing Tactic #63: Keep It Simple Robert Bacal 979
Wednesday, 03 March 2004 Defusing Tactic #62: Work To Termination Robert Bacal 830
Wednesday, 03 March 2004 Defusing Tactic #60: Use More Obvious Word Stresses Robert Bacal 977
Wednesday, 03 March 2004 Defusing Tactic #59: Use A Very Quiet Tone Robert Bacal 920
Wednesday, 03 March 2004 Defusing Tactic #58: Use A Stronger Tone Robert Bacal 843
Tuesday, 02 March 2004 Defusing Tactic #57: Effective Reversing Of Employee Decisions Robert Bacal 783
Tuesday, 02 March 2004 Defusing Tactic #56: Communicating Other Policies To Staff Robert Bacal 799
Tuesday, 02 March 2004 Defusing Tactic #55 - Communicate Safety Policy Robert Bacal 781
Tuesday, 02 March 2004 Defusing Tactic #54: Create Policy On Violence Robert Bacal 701
Tuesday, 02 March 2004 Defusing Tactic #53: Conduct A Safety Audit Robert Bacal 1207
Tuesday, 02 March 2004 Defusing Tactic #52: Recognize Appropriate Behaviour Robert Bacal 948
Tuesday, 02 March 2004 Defusing Tactic #51: Debriefing With Staff Robert Bacal 763
Tuesday, 02 March 2004 Defusing Tactic #50: Support Skill Building Robert Bacal 841
Tuesday, 02 March 2004 Defusing Tactic #49: Model Appropriate Behavior Robert Bacal 1306
Tuesday, 02 March 2004 Defusing Tactic #48: Offer Choice Robert Bacal 792
Tuesday, 02 March 2004 Defusing Tactic #47: State Consequences Robert Bacal 761
Tuesday, 02 March 2004 Defusing Tactic #46: Request Behavior Change Robert Bacal 923
Tuesday, 02 March 2004 Defusing Tactic #45: Describe Unacceptable Behavior Robert Bacal 1582
Tuesday, 02 March 2004 Defusing Tactic #44: Give Something Away Robert Bacal 810
Tuesday, 02 March 2004 Defusing Tactic #43: Create Agreement Robert Bacal 803
Tuesday, 02 March 2004 Defusing Tactic #42: Follow-Thru Robert Bacal 815
Tuesday, 02 March 2004 Defusing Tactic #41: Offer Alternatives & Suggestions Robert Bacal 946
Tuesday, 02 March 2004 Defusing Tactic # 40: Provide Information Robert Bacal 815
Tuesday, 02 March 2004 Defusing Tactic #39: Define Customer's Concern Robert Bacal 1160
Tuesday, 02 March 2004 Defusing Tactic #38: Disengaging Robert Bacal 919
Tuesday, 02 March 2004 Defusing Tactic #37: Directing Person's Anger Robert Bacal 1100
Tuesday, 02 March 2004 Defusing Tactic #36: Referring To Third Party Robert Bacal 765
Tuesday, 02 March 2004 Defusing Tactic #35: Planning For Referral Robert Bacal 760
Tuesday, 02 March 2004 Defusing Tactic #34: Referring To Supervisor Robert Bacal 1030
Tuesday, 02 March 2004 Defusing Tactic #33: Equalizing Height Robert Bacal 866
Monday, 01 March 2004 Defusing Tactic # 32: Distraction Robert Bacal 882
Monday, 01 March 2004 Defusing Tactic # 30 - Listening Responses Robert Bacal 1234
Monday, 01 March 2004 Defusing Tactic # 29 - Empathy Statements Robert Bacal 24380
Monday, 01 March 2004 Defusing Tactic # 28: You're Right Robert Bacal 6532
Monday, 01 March 2004 Defusing Tactic # 27: Allow Venting Robert Bacal 8522
Monday, 01 March 2004 Defusing Tactic # 26: Telephone Silence Robert Bacal 10458
Monday, 01 March 2004 Defusing Tactic # 25: The Broken Record Technique Robert Bacal 7139
Monday, 01 March 2004 Defusing Tactic # 24 - The TOPIC-GRAB Robert Bacal 4341
Monday, 01 March 2004 Defusing Tactic #23: Going To Computer Mode Robert Bacal 6756
 
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