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Practical tips to turn your customer service reps into extraordinary customer relations experts.
By J. Jacques Lupien
|Canadian HR Reporter|Last Updated: 09/08/2003

Many customer service training programs underestimate the need for soft-skills training such as listening and developing relationships. They often concentrate instead on hard skills, such as using a computer to access customer or product information. This can result in serious shortcomings.

Good customer service training involves a more balanced approach in which soft skills don’t get the short end of the stick.

Excellent customer service is about creating a truly unique and inviting experience for the customer — not delivering service platitudes.