A warm hello is vitally important to establishing relationship with the customer.

Which is NOT a sign of active listening?

Providing WOW Customer Support experiences 

We should smile during phone calls because

How many General Support Leads do we currently have?

When verifying a caller, we must obtain the following information:

Empathy is a vital part of every customer experience.

What role does empathy play in providing WOW customer experiences?

Which of the following are important soft skills for excellent customer experiences?

Showing compassion about the inconveniences the customer experienced will have a negative impact on the interaction.

Dead air is a long, awkward pause resulting in a non-conversational mood.

What's said at the very beginning of a customer interaction sets the tone and shapes the overall customer experience.

Saying, "Thank you.  I can certainly help you with this." 

Who is our customer?

Should an apology be given if another agent or department made a mistake, perceived or real?

CSAT doesn’t only reflect your support quality

What is WOW! Outstanding Customer Support/Service?

The definition of The Platinum Rule is:

The key areas of customer service as follows:

Understanding the specific nuances that separate the customer's particular problem from similar problems that other customer's face is important to ensure their needs and wants are catered to.