Are always right.

Often Lie.

Are always customers.

I repeat a third time and try to show the directions differently.

I ask someone else to help them.

I tell them I don’t know and walk away.

I answer the questions and do nothing else. Customer service should support Sales.

I suggest a competitor’s product that suits them better.

I create a compelling message that my product is worth purchasing if I’m sure the customer will still be satisfied with it.

I don’t know, I don’t think so.

You don’t say anything until you have checked.

Good question, let me check that for you right now

Nodding

Frequent interrupting.

Asking and repeating to show your understanding.

I will mirror the customer’s behavior, even if the customer is frustrated and aggressive.

I will change my behavior in various ways to get the best possible outcome.

I won’t act like someone else, because it’s fake.

This product will be available within two weeks. I can place your order and make sure it will be sent to you as soon as it arrives.

If it says it’s out of stock, it is out of stock - there’s nothing I can do about it.

We don’t have this item, and it won’t be available until we receive another shipment in two weeks.

Allowing the customer to vent and calm down.

Showing your compassion about the inconvenience they experienced.

Asking the customer to come back when they calm down.

I show them the current best deals and explain all the new features they have.

I ask them a few questions to find out exactly what they need from a smartphone and present the best fit.

I show them the smartphones that, in my opinion, will suit them best.

I use the remaining time to collect more information and make the best decision based on it.

I trust my intuition and choose what’s best in my opinion.

I won’t make any decision until I have all the necessary data.

My manager’s intuition.

My experience.

Customer service metrics.

Send it to the customer; let them taste their own medicine!

Delete the message, stop responding, and go on a break.

Take a deep breath and rewrite the message to find a solution.

Chat Reactiveness Metric.

Customer Relationship Management.

Customer Retention Metric.

I ask clarifying questions until we’re both on the same page.

I try to guess what they want and answer accordingly.

I tell them I don’t understand, and to say it better.

You should always be able to solve every problem for the customer.

Nothing, sometimes you just don’t know.

It could be: “Please bear with me while I find a solution for you.

Empathy, eagerness to learn, and practice.

Lots of online courses.

Cutting out the competition.

Customer Service Always on Time.

Customer Satisfaction.

Cats for Satellites.

Is always the customer service rep’s fault.

Can be a reflection of a customer’s bad mood.

Can be a reflection of a customer’s dissatisfaction with the product.