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Articles - Jacqui Workman

Jacqui Workman, Ascociate Consultant and Trainer Trust Sessions, ReynoldsBusbyLee Ltd

Connect with Jacqui on LinkedIn

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Vulnerable Customer Care

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How to Coach Empathy in the Contact Centre – With Three Training Exercises

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27 Positive Statements to Use In Difficult Situations

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How to Manage and Exceed Customer Expectations – With Examples

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Handling Sales Objections Over The Telephone

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How To Deal With Vulnerable Customers

The Wrong Words and Phrases to Use on a Sales Call

21 Top Tips for Appointment Setting

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Editor's Pick

Thumbnail What It Takes to Get Training Right in the Contact Centre

What It Takes to Get Training Right in the Contact Centre

Thumbnail The 5-Star Customer Service Skills Your Team Really Need

The 5-Star Customer Service Skills Your Team Really Need

Thumbnail Train New Agents in Just 30 Days

Train New Agents in Just 30 Days

Thumbnail Live Chat Quality – 7 Training Exercises to Improve It

Live Chat Quality – 7 Training Exercises to Improve It

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Latest Resources

Webinar Replay: Creating Outstanding Customer Interactions

Webinar Replay: Creating Outstanding Customer Interactions

Report: Cybersecurity in the Contact Centre

Report: Cybersecurity in the Contact Centre

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Upcoming Events

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Elevate AI: Unlock the Future of CX

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Unpacking Pioneer: AI Insights and the Future of Customer Support

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Understanding Communication Styles: A Guide for Customer Service Agents

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Active Listening in Customer Service: 6 Ways to Implement It

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Featured Articles

Thumbnail 15 Examples of Probing Questions for Customer Service

15 Examples of Probing Questions for Customer Service

Thumbnail How to Calculate the Number of Agents Required in a Contact Centre

How to Calculate the Number of Agents Required in a Contact Centre

Thumbnail How to Calculate Contact Centre Service Level

How to Calculate Contact Centre Service Level

Thumbnail 20 Sneaky Tricks That Call Centre Agents Use to Avoid Calls

20 Sneaky Tricks That Call Centre Agents Use to Avoid Calls

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Popular Pages

Thumbnail The Top 25 Positive Words and Phrases for Customer Service

The Top 25 Positive Words and Phrases for Customer Service

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

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

Thumbnail Contact Centre Dashboard Excel Template – FREE Download

Contact Centre Dashboard Excel Template – FREE Download

Thumbnail The Phonetic Alphabet and How it Improves Customer Service

The Phonetic Alphabet and How it Improves Customer Service

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