Chapter 2Customer Service Tools and Techniques

There are tools and techniques for every trade and profession. Carpenters have their hammers, saws, and screwdrivers, and must know how to use them properly. Plumbers have their pipe wrenches, pipe cutters and benders, and the rest. Other professionals—accountants, doctors, psychologists, and so on—also have tools and techniques they need to master. Customer service reps are no different, although their tools are less tangible. The tools and techniques of effective customer service have to do with what employees say and do with reference to each customer.

Top-notch customer service employees can match each tool to the requirements of specific situations. When you understand the tools and the basics ...

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