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Articles - Handling Customers

Explore our range of resources on handling customers, with strategies for conflict resolution and customer retention.

Seven chat bubbles with person pointing at one behind - live chat training concept

Live Chat Quality – 7 Training Exercises to Improve It

The Secret to Dealing With Awkward Customers

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How to Design an Escalation Matrix for Call Centre Agents

The concept word Empathy on wooden cubes.

How to Develop Empathy as a Skill in Your Frontline Teams

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

How to Handle Contacts From Challenging Customers

Pen crossed out 'I am Sorry' on note

10 Ways to Say “Sorry for the Inconvenience Caused”

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How to Provide Closed-Loop Feedback With Employees and Customers

Group of people putting their hands in centre with the words assurance statements for customer service

Assurance Statements in Customer Service – With Examples

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15 Great Alternatives to “Sorry for the Inconvenience”

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How to Deal With Frustrated Customers – And Make Them Happy

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How to Deal With Racism in the Contact Centre

A picture of multicoloured people in a circle with arrows leading to groups of the same colours

The Ultimate Key to Crowdsourcing in Customer Service

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How to Deal With an Indecisive Customer

Angry people screaming

13 Clever Tactics for Dealing With an Angry Phone Call

A picture of hands possessively guarding a series of coloured pawns

Training Your Team to Take Ownership

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How to Deal With a Talkative Customer

4 Key Objectives to Improve Productivity and Customer Experience

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27 Positive Statements to Use In Difficult Situations

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The Best Ways to Communicate With Upset Customers

Apologising for the inconvenience, I'm Sorry

“Sorry for the Inconvenience” – How to Offer a Genuine Apology

A picture a happy person with a service recovery icon on their phone

What is Service Recovery – With Examples

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How to Manage and Exceed Customer Expectations – With Examples

Replace negative Words With Positive Words

Negative VS Positive Words in Customer Service – With Examples

How to Encourage Customers to Disclose Vulnerability

NICE Forrester CX Business Case Box

Editor's Pick

Thumbnail The Best Ways to Track Absence in the Contact Centre

The Best Ways to Track Absence in the Contact Centre

Thumbnail Contact Centre Predictions for 2025

Contact Centre Predictions for 2025

Thumbnail 10 Christmas Office Games to Motivate Your Team

10 Christmas Office Games to Motivate Your Team

Thumbnail Stop Doing These Stupid Things to Your Customers

Stop Doing These Stupid Things to Your Customers

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Hot Topics : CX - CCaaS - AI - Analytics - WFM

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