Learn about acknowledgement statements and how they help agents recognize customer emotions and build relationships.

Confused customers can take a toll on an agent's patience. Watch this video to discover the best to ways to deal with them.

This video reveals the steps needed for agents to make an effective apology to an upset customer, without bad-mouthing the company or making the situation worse.

By the time customers call the contact center, they are often frustrated. Using polite language costs nothing, builds good will and helps make the interaction easier.

Of all the customers you help, a disrespectful customer can be the most upsetting. Find out how to deal with them effectively.

Learn three things you can do to sound more confident when you’re talking with customers on the phone.

There is magic in saying "yes and ..." instead of "no." Even when customers request things that aren't possible, telling them what you CAN do makes all the difference.

Of all the customers you help, the misinformed can be the most frustrating. Find out how to deal with them effectively.