Customer Service Tools and Techniques

1

Acknowledging Without Encouraging 20

Active Listening 20

Admitting Mistakes 21

Allowing Venting 21

Apologize 22

2

Appropriate Nonverbals 22

Appropriate Smiles 22

Assurances of Effort 23

Assurances of Results 24

Audience Removal 24

3

Broken Record 24

Closing Interactions Positively 25

Common Courtesy 25

Disengaging 27

Distraction 28

4

Empathy Statements 28

Explain Reasoning or Actions 29

Face-Saving Out 30

Finding Agreement Points 31

Finishing Off/Following Up 31

5

Managing Height Differentials/Nonverbals 32

Managing Interpersonal Distance 32

Offering Choices/Empowering 34

Probing Questions 36

Questioning Instead of Stating 39

6

Referral to Supervisor 39

Referral to Third Party 40

Setting Limits 41

Some People Think That (Neutral Mode) 4

Suggest an Alternative to Waiting 44

7 

Summarize the Conversation 44

Thank-Yous 46

Use Customer's Name 46

Verbal Softeners 47

Voice Tone—Emphatic 48