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Let them vent. You have to understand the customer from their point of view. Sometimes you have to put yourself in their place. Make sure you reassure the customer the issue will be resolved. I may take sometime but their is always a resolution for a problem. Must have confidence. Because if the customer doesn’t feel you’re confident then they’ll doubt everything you’re saying. Do literally everything you can and be nice for quality purposes. Less

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feedback, listening, patience, allowing a customer to vent before you are able to assist, but without swearing. Less

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I focused on the benefits of the product and the additional service that is provided to support them. While we are large enough to give the bast deal we are also small enough to give great customer service. Less

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Understand Davids true needs as a customer. Why is he cancelling? What's changed his mind? Has Yelp provided what he truly needs? Most likely he's canceling because he isn't happy with the service or his business is failing. If it's not failing before giving up on retaining the sell follow up with opened ended questions. An then make a strong recommendation for his true needs. Less

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I would affirm the client by acknowledging how strong of a desire it is to have that feature. I would propose a brainstorming session to look at how we could meet that need in another way that is viable with the company product or service. With this sort of investigation sometimes you can find out a deeper why of the client and come up with a creative solution. And, sometimes the client is looking for something that is not possible and you then need to do the best you can to explain to them why. If you can, work with your dev and TechTeam to find out if there are other solutions available from other providers that can work alongside your product. Less

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This is really a solution sales question. The value of Tessco lies in a set of hard skills that create a need-based solution of single sourcing and availability. Less

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It comes down to attitude and using your free resources such as gratitude and a pat on the back for a job well done. Recognizing great performance when it happens in a timely manner and most importantly engaging the employee and making them a part of the solution. People don't like to be talked down to so let them know what is in it for them then coach to that at every opportunity and recognize them again and often - and most importantly MEAN it. Less

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I see an opportunity to share my effective skills by way of training and reinforcing currently knowledge base, and bringing a fresh set of eyes to reoccurring problems. Less

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I usually ask the client to step into my office and explain the situation to me and I sit accross from them and listen very carefully. I find most times the customer wants to vent and have a person to listen to them. I solve the problem to the best of my ability and at all times letting the client know where we are within the situation Less