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Skills

Here is a selection of articles written about the skills the contact centre need and should have

Angry people screaming

13 Clever Tactics for Dealing With an Angry Phone Call

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How to Bridge Silence on a Call

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How to Avoid Serving Customers on Autopilot

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How to Deal With a Talkative Customer

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How to Negotiate Solutions With a Customer

Customer Service Role Plays Movie Clapper

9 Customer Service Role Plays

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7 Pillars for Creating Amazing Team Leaders

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Emotional Intelligence FAQs Answered by an Expert

A photo of a call centre agent pointing at the screen

How to Set the Right Expectations on a Call

A photo of a customer service advisor having a conversation

20 Expert Ideas to Improve Your Customer Service Skills

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Top Tips to Make Your Team Leaders More Productive

A cartoon of an difficult customer

“I’d Like to Speak to a Manager” – 7 Ways to Deal With Difficult Customers

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25 Performance Review Phrases for Customer Service

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Customer Service: 50 Nice Words to Say to Someone

A photo of a call centre agent listening

How to Improve Your Customer Service Listening Skills

Questioning Techniques

6 Effective Questioning Techniques for Customer Service

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10 Great Ideas for Successful Call Centre Coaching Sessions

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Customer Service Language: Changing the Language of Your Contact Centre

Rapport Building With Angry Customers – With Examples

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How to Achieve Excellent Customer Service Through Coaching

A picture of positive speech bubbles

27 Positive Statements to Use In Difficult Situations

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10 Strategies for Overcoming Objection Handling in Sales

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The Best Ways to Communicate With Upset Customers

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5 Ways to Rethink Contact Centre Training