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Skills

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

Positive statement words including: smile, positive, thanks, pleasure, great, understanding, right, rapport,please,popular, certainly, understanding

The Top 25 Positive Words and Phrases for Customer Service

Graphic of Good Words to Describe Yourself on a CV

The Top 50 Words to Describe Yourself on Your CV in 2024

Stationery, chalkboard and UK flag on color background with words

UK Phonetic Alphabet – Free Download

Acknowledgement Statements text written on notebook

The Top 10 Acknowledgement Statements for Customer Service

Compliment Words Customer Service - wordcloud

100 Complimentary Words and Phrases to Use in Customer Service

Hands Holding Yellow and White Speech Bubbles Customer Service Empathy Statements

Empathy Statements for Customer Service With Examples

Call Centre Power Words for Customer Service

100 Power Words to Use in Customer Service with Examples

Group of people holding the SORRY written speech bubble

21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service

AER Statements written over paper speech bubbles - acknowledgment empathy reassurance

AER Statements for Customer Service

Australia in letters in front of flag

Australian Phonetic Alphabet – Free Download

Questioning Techniques

6 Effective Questioning Techniques for Customer Service

Best Tips, Phrases and Words to Use for Building Rapport

Best Tips, Phrases and Words to Use for Building Rapport

Comic style hello with the words customer service greeting messages

10 Catchy Greeting Examples for Customer Service

rapport on chalkboard

15 Ways to Build Rapport With Customers

A picture of positive speech bubbles

27 Positive Statements to Use In Difficult Situations

Picture of angry person in sweater screaming at smartphone over red background

What to Say to an Angry Customer

Reassurance Statements for Customer service

Reassurance Statements in Customer Service – With Examples

Mixed smileys on sticky notes, white background

Positive Language for Customer Service Conversations – With Examples

Replace negative Words With Positive Words

Negative VS Positive Words in Customer Service – With Examples

A cartoon of an difficult customer

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

TED Questions for Customer Service

15 TED Questions for Customer Service – With Examples

Dog and human sharing empathetic connection

26 Great Techniques for Showing Real Empathy in Customer Service

Speech bubbles with NATA phonetic Alphabet - NATO flag in the front

NATO Phonetic Alphabet – Free Download

A call centre agent in an office wearing a headset and glasses

How to Handle Contacts From Challenging Customers