Every week we share practical tips and techniques from the pages of Customer Communicator — the digital newsletter for frontline reps. To start the new year, we’re highlighting five of our most popular posts. You may read them now along with all of the 2024 posts. And, if your team would benefit from more tips, techniques, and…Continue reading

 

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