One of the most important, yet often overlooked, communication tools is the pause — that brief moment of silence during a conversation, when the speaker intentionally stops talking. The January issue of Customer Communicator, the training and motivation newsletter for frontline reps considers when and how to pause, as well as some benefits for reps and…Continue reading

 

Some customers may continue the conversation even after their issue has been resolved. While taking time to build rapport is important, it’s equally important to politely end those calls and move on to the next customer. The December issue of Customer Communicator, the training and motivation newsletter for frontline reps, suggests gently alerting the customer that…Continue reading

 

Even calls with chatty, rambling, and disorganized customers can be handled quickly and efficiently — if you know how. The December issue of Customer Communicator, the training and motivation newsletter for frontline reps, recommends five techniques to keep customers on track and to resolve calls more quickly. One of the most effective techniques is sign-posting or…Continue reading

 

It’s happened to every customer service rep. They answer the phone or say hello and the customer seems angry or upset right from the start. It’s easy to fall into the trap of taking things personally and becoming defensive or angry. But that never helps. In the training guide, Handling Difficult Customers, the authors take readers…Continue reading

 

Take a nice, polite person with a pleasant phone voice and what do you have? A nice, polite person with a pleasant phone voice. But are they a great customer service professional? To answer that, you need to know more. Great frontline reps share eight essential skills ranging from the technical to the emotional and…Continue reading

 

Customer service has evolved over the years, adapting to technological advances, changing customer expectations, and a deeper understanding of the important role that customer service plays in every organization’s success. Along with that change comes a shift in some long-held beliefs about customer service. Many common assumptions just don’t hold up today. In this month’s…Continue reading