(picture from Provide Support blog)
I recently came across another type of checklist - the type that allows you to check if you are doing things RIGHT. This one was on Customer Service (what could be more important?). It has a somewhat attractive title, but addresses the main ways of communicating with Customers who contact you with and have reached or a near to reach "boiling point" at the beginning of a conversation with a Customer Service Rep.
11 Customer defusing phrases is written by Emily Hunter on a Customer Service blog called "Provide Support". Emily Hunter crafts content on behalf of the call center software experts at Kova Corp.
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