Most companies have some policies that are less than customer friendly. How reps handle them can make all the difference to customers.In the May issue of Customer Communicator, the newsletter for frontline reps, the editors encourage reps to consider the following five points when customers question a policy:1. Avoid saying, "That isn’t our company policy," or…Continue reading

 

Small shifts in the words frontline reps use can have an oversized impact on the workplace and customer interactions.In the May issue of Customer Communicator, the newsletter for frontline reps, the editors encourage reps to remove negative language from their conversations with customers, coworkers, and even in their self-talk.An often overlooked source of negative language is…Continue reading

 

A positive outlook directly contributes to reduced stress and improved productivity at work and at home.In the May issue of Customer Communicator, the newsletter for frontline reps, the editors share several quick tips to help customer service reps think more positively.Tip 1. Reframe. When negative thoughts crop up, acknowledge them and then reframe them as positive…Continue reading

 

Small shifts in the words frontline reps use can have an oversized impact on the workplace and customer interactions.In the May issue of Customer Communicator, the newsletter for frontline reps, the editors encourage reps to remove negative language from their conversations with customers and coworkers. The reason, they say, is based on neuroscience.Experiments show that painful…Continue reading

 

Each time a service rep speaks with a customer, they take on a unique role. For that brief period of time, they are the company to that customer.In the training guide, Handbook of Essential Phone Skills, the authors provide over a dozen techniques that reps can use to present themselves and their organizations in the most…Continue reading

 

People who regularly speak in public are some of the best communicators. They understand how to present themselves as knowledgeable and authoritative, how to engage an audience, and how to deliver a message in the most compelling and persuasive way.In the April issue of Customer Communicator, the newsletter for frontline reps, public speakers share techniques on…Continue reading