When a customer is agitated or hostile and you’re on the receiving end, it’s hard not to take it personally and react with the same level of hostility. In the April issue of Customer Communicator, the training and motivation newsletter for frontline reps, author Rich Gallagher suggests trying what he calls the Uncle Bob technique. Bob…Continue reading

 

First impressions set the tone for an entire customer interaction. It can be smooth and cooperative or difficult and combative. In the April issue of Customer Communicator, the training and motivation newsletter for frontline reps, author Scott McKain shares three lessons for making a great first impression. First, remember that everything matters, not just your words.…Continue reading

 

Taking a few moments to warm up your voice can help you communicate more effectively, sound more approachable, and create a more positive experience for customers. The April issue of Customer Communicator, the training and motivation newsletter for frontline reps shares three practical ways to prepare your voice. It starts with relaxing the vocal cords. This…Continue reading

 

Have you ever done everything a customer asked, yet they don’t seem satisfied? That’s not uncommon says Customer Communicator, the training and motivation newsletter for frontline reps. The problem according to service consultants, Karen Leland and Keith Bailey, is that customers don’t tell you everything they need. "Customers do ask for what they want, but they…Continue reading

 

Across much of the United States we are ready for spring. It was a tough winter, with record-setting temperatures and snowfall in many areas. In the March issue of Customer Communicator, the training and motivation newsletter for frontline reps, the team at Brown University Health suggests the following practices to inspire and reenergize. Clean up. It…Continue reading

 

There are many ways to write to be understood. The simplest way is to use few words, standard words, and short sentences. In the March issue of Customer Communicator, the training and motivation newsletter for frontline reps, authors and service experts Jeff and Val Gee explain how to keep written language simple. Choose the most familiar…Continue reading