Positive Phrases
They say sticks and stones will break our bones but words will never hurt us, but that isn’t true.  It’s a fact that words have power.  In customer service, the types of words and phrases that we use can either make or break

Human beings have a tendency to imitate others’ speech patterns, including inflections, talking speed and speaking time. If someone is talking quickly, we’ll speed up our pace. If they’re slowing down and seem to be casual in their speech, we’ll tend to be the same

Shakespeare asked “What’s in a name?” A lot, according to a study on the effects hearing your name has on your brain. What were their results?
People LOVE hearing their names!
The following is true when handling customers:

Customers view you in a better

So in my last post, rapport was one of the skills that I mentioned was necessary for a Customer Service Representative (CSR) to possess. The next posts that I’ll be sharing with you will discuss tips in how to build rapport with customers. There will

EMPATHY
The definition of empathy is uncomplicated. It is the ability to put yourself in someone else’s shoes. That’s it. If more people could do that, the world would definitely be a better place. In my opinion, this is probably one of the most important