Closed questions.

Technical questions.

Open questions.

Personal questions.

Share the story with your colleagues.

Tell them it was a good effort, but that they are wrong.

Ask them questions about what they have done.

Chuckle quietly to yourself.

Tell the customer that they have a serious incident.

Include the customer in the resolution process.

Agree with the customer comments about the Support Centre.

Reprimand the customer for their tone of voice.

Use standard headers and footers for consistency.

Use emoticons to convey empathy.

Use animation to emphasise your point.

Use different colours to improve readability.

Using a standard greeting complies with Support Centre standards.

Using a standard greeting makes the customer feel humble.

Using a standard greeting ensures consistent service.

Using a standard greeting prevents individuals developing their own greetings.

Log the call and tell the customer you will call back.

Log as much of the call as you understand.

Log the call and escalate the incident to a technical specialist.

Log the call and tell a colleague about the incident.

Displaying a good service attitude will improve customer performance.

Displaying a good service attitude will create a positive impression of the Support Centre.

Displaying a good service attitude will reflect well in your performance evaluations.

Displaying a good service attitude will help meet service levels.

Tell the customer the office is closing and you will call them tomorrow.

Tell the customer your queue is backing up.

Use closed questions.

Transfer the call to your supervisor.

Answer every call on the first ring.

Humour customers when they need to vent.

Call customers back to ensure satisfaction.

Focus your attention on the customer.

Demonstrating confidence maximises talk time.

Demonstrating confidence increases first contact resolution.

Demonstrating confidence minimises conflicts with customers.

Demonstrating confidence establishes credibility with customers.