Seventy percent of customers say they prefer to communicate about customer service issues via phone. That’s one of the many findings from the recently published 2024 State of Customer Service and CX report. The April issue of Customer Communicator, the training and motivation newsletter for frontline reps, included highlights from the report including details on how…Continue reading

 

Most frontline reps will only face a truly rude or insulting customer a handful of times in their career. But it’s important to be prepared, say the editors of Customer Communicator, the training and motivation newsletter for frontline reps. Many organizations use the three strikes approach. This involves giving the customer two polite but firm warnings,…Continue reading

 

Speaking from prompts or scripts, or at the end of a long day, can leave customer service reps sounding mechanical and disinterested. The solution, say the authors of the frontline training guide, Sounding Great on the Phone, is to add interest to the voice by focusing on the three Ps: Pitch, Pace, and Pause. Pitch refers…Continue reading

 

In an effort to keep calls brief, many reps are tempted to use short one word questions and answers. But that can come across as cold and unfriendly. Instead, the editors of Customer Communicator, the training and motivation newsletter for frontline reps suggest warming up the conversation with a few extra words. Here are three examples…Continue reading

 

The human ear is very sensitive and needs a little time to adjust to new sounds and voices for communication to be effective. The February issue of Customer Communicator, the training and motivation newsletter for frontline reps suggests starting each conversation with the words, "Good morning" or "Good afternoon." This simple step is not only a…Continue reading

 

Listening is the single most important service skill. And while everyone assumes they know how to listen, the truth is that listening is a technique, which must be practiced and refined. In the training guide, Effective Listening, the authors provide eight techniques for effective "Service Listening." One important technique is to show the customer that you…Continue reading