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Customer service representatives are unique, one-of-a-kind, out of this world, agents of kindness! They talk to hundreds of customers who have a wide range of attitudes and personalities. Every phone call, every chat and every e-mail does provide an opportunity to showcase what makes your organization different. 

Answering the Phone
1. Your customer will decide whether you will be helpful and kind in the first 5 seconds. That is about how long it will take you to say your greeting. Speak up, perk up and use your voice to uplift your customer.

2.

I had the honor to provide in-person training and coaching for one of our customers in Georgia for both new hires and veterans on the Customer Service Team.  The local manager wanted to provide his team with all the tools and inspiration they would need to give their customers the answers and solutions they were looking for while projecting kindness and confidence. Some of the new CSRs had only been with the company for a week or two.  Onboarding training is intense!  Learning computer systems, H.R. guidelines, rules of service, and then- “What is this program called Tooty?”  I could

What are customer service representatives across the U.S. and Canada experiencing when it comes to their customers’ attitudes?  It runs the gamut from kind to irate and everything in between. Not knowing what type of personality will be on the other end of the line can raise anyone’s stress level.  Our best strategy is to be prepared and to use our words and voice to calm and de-escalate difficult people.

During the Tooty Training ® program, Difficult Customers, I ask customer service representatives 2 important questions.

• How often do your unhappy customers use profanity?
• Are you more intimidated by harsh words or tone of voice?

The answers have been the same over the past 4 years.  Customers

 Lori Miller- President of Tooty Inc.

Call #1– If an existing customer wants to rent a small dumpster for a clean out, what needs to be assessed and addressed?

 Manager question: Our customer called asking for a 1/2yd dumpster. Said he currently has can services and previously had a container. He was interested in a container for short term use for a clean out. CSR assessed items he would have to dispose of and advised him we offer 1yd, 1.5yd, and 2yd containers. He said he would like to have a 1yd container. She reviewed with him the 90-day time frame, rental rates,