One of the fastest ways to build rapport with your customers is to match their style. This technique is often called mirroring and chances are you are already doing it to some degree. Matching someone’s style is a natural instinct people use when trying to fit in with others.  Think of it as nature’s way.. read more →

Working in the customer service field isn’t easy. It’s often difficult and unsung work for too little pay. Frequently customers show you little respect, won’t look you in the eye or worse are verbally abusive. All this can lead you to believe your job is insignificant or unimportant. This couldn’t be further from the truth… read more →