List of Sixty Customer Service Tactics: Which Ones Would You Like More Detail On?


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Need some input, so I can put up relevant material here. Below is a list of 60 customer service tactics and techniques from Perfect Phrases For Customer Service. I’d like to know which of them you would like more information on. If I can I’ll post with explanations and details of the ones you want. Just leave comments.

Above and Beyond the Call of Duty

Acknowledge Customer’s Needs

Acknowledging Without Encouraging

Active Listening

Admitting Mistakes

Allowing Venting


Appropriate Nonverbals

Appropriate Smiles

Arranging Follow-Up

Assurances of Effort

Assurances of Results

Audience Removal

Bonus Buyoff

Broken Record

Closing Interactions Positively

Common Courtesy

Completing Follow-Up

Contact Security/Authorities/Management



Empathy Statements


Expert Recommendations

Explain Reasoning or Actions

Face-Saving Out

Finding Agreement Points

Finishing Off/Following Up

Isolate/Detach Customer


Managing Height Differentials/Nonverbals

Managing Interpersonal Distance

Not Taking the Bait

Offering Choices/Empowering

Plain Language

Preemptive Strike

Privacy and Confidentiality

Probing Questions

Pros and Cons

Providing Alternatives

Providing a Customer Takeaway

Providing Explanations

Questioning Instead of Stating

Referral to Supervisor

Referral to Third Party


Setting Limits

Some People Think That (Neutral Mode)

Stop Sign-Nonverbal

Suggest an Alternative to Waiting

Summarize the Conversation

Telephone Silence



Use Customer’s Name

Use of Timing with Angry Customers

Verbal Softeners

Voice Tone—Emphatic

When Question

You’re Right!

Republished with author's permission from original post.

Robert Bacal
Robert began his career as an educator and trainer at the age of twenty (which is over 30 years ago!), as a teaching assistant at Concordia University. Since then he as trained teachers for the college and high school level, taught at several universities and trained thousands of employees and managers in customer service, conflict management and performance appraisal and performance management skills.


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