Use Your Emotional Intelligence to Connect to Your Customers

Written by Greg Alcorn on January 20, 2012
fix your call center

Emotional intelligence is defined as the ability to perceive, control and evaluate a person’s emotions. As customer service representatives, possessing emotional intelligence is key in understanding and incorporating the customer’s point of view in your presentations. There are four ways to navigate through your customer’s emotions: Perceiving emotion. You can’t physically see your customer so you

Diffuse the Difficulty | Working with a Difficult Customer

Written by Bucky Cline on February 8, 2011

At some point, you are going to come across a difficult customer or even co-worker. Those situations are often uncomfortable. What do you do if you have an irate customer on the line or a co-worker screaming about something you did or did not do? First, make sure you RESPOND to the situation instead of