Whenever customer service employees or others in customer-facing positions are working with the public, they’re onstage. Every action has a consequence, as I teach in my customer service training. gettyHere are five principles that you should be included in your customer service training. Strive, like Zappos, to distinguish the customer service experience for every customer, on each and every phone call. When, as a customer service consultant, I start working with a company on their customer service refresh, this is one of the first things I work on: creating a customer service lexicon with discouraged phrases and superior substitutions.

Source: Forbes July 27, 2020 21:45 UTC