February 21, 2019 — As service providers, your team members must consistently deliver a positive customer experience — “power postures” can help. By practicing power postures, coach and author Akash Kaira says you can improve your mood and project a more positive image to customers, coworkers, and others. In a power posture, you expand the…To read more — login/sign up
February 7, 2019 — There’s a lot of negativity in the world, from the nightly news to entertainment programs that trade on sarcasm and cynicism. There can also be negativity in the workplace — especially the customer service workplace. Noted author and trainer JoAnna Brandi has focused on the importance of maintaining a positive attitude…To read more — login/sign up
Katie Suitter
Delta Airlines
When a young traveler and his family needed to get to a hospital for medical testing, Suitter not only made the reservations, she also sent her smallest customer a gift pack to make the flight and hospital stay a little easier. Taking the time to build rapport and following up in this thoughtful manner won Delta a devoted family of customers.
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January 24, 2019 — Getting the apology right can make the difference in service recovery. In the January issue of Customer Communicator, the newsletter for frontline customer service reps, experts weigh in with recommendations for successful service recovery. Their techniques include a well-worded apology. But not all apologies are created equal. Recent research finds that the…To read more — login/sign up
January 10, 2019 — It’s only January 10th, but many people have already broken their New Year’s Resolutions. So today, we’re sharing some practical resolutions to help your service team focus on making positive change in 2019. These resolutions come to you from Customer Communicator’s team of frontline advisors. Megann says: I am resolving to look…To read more — login/sign up
December 27, 2019 — Every other week we post the summary of an article from Customer Communicator. Over the course of the year we’ve covered everything from building rapport with customers, to maintaining a positive attitude, to saying “no” the right way. To wrap up the year, we’re highlighting five of our favorite posts. Timely and…To read more — login/sign up
