Confidence Killers

Even the most experienced and knowledgable CSRs can assinate customer confidence when they use phrases like:

  • "What you probably want to do…"
  • "I think so."
  • "I believe what you’ll need to do is…"

Delivering World-class service means speaking confidently about what you do know. No one can be expected to know everything. Even customers tend to cut you a break if you can confidently assure them you’ll find the answer or get them to someone who does.

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