be clear and get to the point quicklytell a story to start off your conversationdisplay charts and tables
customer servicepurchasing cyclecustomer experience
stay calm to try to cool the customer downyell at the customerignore the customer until she cools down
orderscustomers' expectationsmarketing techniquesfinancial expectations
apologize for the errortell the customer that it was someone else's faultapologize and ask what you can do to make the customer happy
to use active listening and maintain eye contactto be clear and focused in communicationto find out what is wrong and what is needed to restore positive relations with the customerto be aware of nonverbal communication and pay attention to body language
verbal communicationactive listeningnonverbal communication
use abbreviationsbe more formaluse technical language
use a positive tone of voicemaintain eye contactactively listen
tell the customer that you will follow throughtell the customer that you are not sure if you will get to ittell the customer that these items break all the time
trick the customer into liking the productrestore positive relations with the customermake the customer more angry
stay calm and let the customer cool downignore the customer until he or she calms downtell the customer that he or she is being unreasonable
verbal communicationactive listeningslang
take your time getting to the pointbe technicaltreat people as you want to be treated
tone of voicebody languageactive listening
being silent and staring at the customershowing courtesy to the customerbeing rude to the customer
people who have already purchased a productpeople who are shopping for new productsangry people
slangnonverbal communicationparaphrasing
factually accurateas technical as possiblehighly formal
good customer servicethe customer service mindsetpoliteness
verbal communicationactive listeningnonverbal communication
active listeningusing body languageparaphrasing
body languageactive listeningparaphrasing
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