White Paper Explores the Latest Techniques and Skills for Managing Challenging Customer Interactions
Parature, the global leader in on-demand customer service software, announced today the release of a free white paper offering customer service and support professionals insight into appropriate skills and techniques for managing challenging customer interactions. The white paper entitled “What to Say to a Porcupine: Strategies for Dealing with Difficult Customers” is available for download in Parature’s white paper library.
What to Say to a Porcupine: Strategies for Dealing with Difficult Customers
Parature is dedicated to helping organizations deliver superior customer service
Those that work in customer service and support know that some of the angriest – and craziest – requests come into their support teams. Handling these challenging requests is often the bane of a service and support professionals’ existence, resulting in decreased morale and increased turnover. A support professional unarmed with the appropriate skills and techniques to negotiate an unpleasant interaction may become frazzled or angry, the aftermath of which is a dissatisfied customer. Now, in a Web 2.0 world it is all too easy for a customer to broadcast this dissatisfaction across the Internet, quite possibly affecting the organization’s revenue. So how do support teams deliver on their goal of retaining customers and making them happy when they often have prickly customers to support? “What to Say to a Porcupine: Strategies for Dealing with Difficult Customers” explores the use of some of the latest techniques in communications skills and behavioral psychology to break down the mechanics of difficult customer transactions, teaching skills that will help both support professionals and their customers feel at ease in any situation.
Parature enables any organization to fundamentally change the way they support their customers through its Software-as-a-Service (SaaS) delivery and integrated, intuitive design that empowers organizations to better and more efficiently serve, support, engage with and retain customers in today’s Web world. The seamlessly integrated suite of Parature Customer Service(TM) software modules allows organizations to effectively manage all of their support needs without additional hardware, software and IT expenses. Parature integrates everything in one dynamic, unified system to increase efficiency across entire organizations, improving processes among customer support, operations, development and sales.
“Parature is dedicated to helping organizations deliver superior customer service,” stated Parature CEO and President Duke Chung. “We demonstrate this commitment, not only by providing the smartest, most efficient customer service software, but by providing valuable written content as well. Parature has conducted in-depth research to provide relevant and thought provoking insight into industry trends and techniques that will contribute to the success of customer service professionals and enable organizations to provide exceptional customer service at an affordable price.”
To view Parature’s white paper library visit: http://www.parature.com/res_whitepapers.aspx.
Parature, the leader in on-demand customer service software, makes it possible for any business to leverage the Internet to provide outstanding customer service. The company’s software-as-a-service (SaaS) delivery and integrated, intuitive design enables organizations to better and more efficiently serve, support, engage with and retain customers in today’s Web world. Founded in 2000, Parature received the 2007 and 2008 Product of the Year Award from Customer Interaction Solutions magazine and has been named to the Inc. 5000 list of Fastest Growing Private Companies in America. For the past three consecutive years Parature has been on the Washington Business Journal’s list of Best Places to Work. Headquartered in Vienna, Virginia, Parature is at work in organizations of all types and sizes, and helps support more than 10 million end users worldwide. For more information, visit www.parature.com.