March 26, 2020 — When a customer provides feedback, no matter how negative, they are providing a valuable opportunity for improvement. And they want to know that they have been heard. On a personal level, it’s important for reps to respond to complaints with expressions of empathy and understanding such as acknowledging the customer’s feelings…To read more — login/sign up
March 12, 2020 — Internally you probably use technical jargon when discussing service issues. But to customers those words and phrases may be unclear and off-putting, creating a barrier between you and the customer. The first step to reducing the use of technical jargon is simply to recognize it when you hear it. Next, try…To read more — login/sign up
February 27, 2020 — Humor really is the best medicine when it comes to stress management. But there are even more benefits to humor in the service center. Karyn Buxman, a speaker, author, and neurohumorist explains the three functions of humor and how everything from a belly-laugh to a shared smile can improve customer service.…To read more — login/sign up
February 13, 2020 — With the busy pace in most service centers, it might seem counter-intuitive to recommend that reps make time to pause during the day. But according to Nance Guilmartin, author of The Power of Pause, taking time to pause can help save time in the long run by humanizing customer interactions, reducing automatic…To read more — login/sign up
