April 12, 2018 — Customers, coworkers, and personal demands — those are the top three sources of stress for today’s busy customer service professionals. Managing each type of stress requires different strategies, and it’s well worth the effort to fine-tune your stress management skills, says Genella MacIntyre, author of 5 Steps to Reducing Stress. In an…To read more — login/sign up
Heather CruitStepping outside of the box helps Heather Cruit help customers. When a difficult issue came up regarding the cost and insurance coverage for a customer’s medication, Cruit decided that a three-way call was needed. Bringing together the patient (her customer) and the doctor helped ensure that the customer was completely satisfied.
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March 15, 2018 — Is your service staff maintaining a positive attitude despite the negativity that inevitably arises in the workplace? If not, then keep in mind that March is “Optimism Month,” and the perfect time to work on improving those attitudes. Reps, like everyone else, will benefit from guidance and suggestions for keeping a…To read more — login/sign up
March 2, 2018 — Online channels are playing a larger and larger role in customer service. Not only are customers buying more online, they are taking their service issues online as well, via email, text, web chat, and other online channels, including social media. And customer service reps need to be ready to handle those…To read more — login/sign up
Answers from frontline reps — In my experience, taking ownership involves several different elements. The first element is to empathize with the member’s situation. Showing empathy can be a great ice breaker, which allows the conversation to flow from a business conversation to more of a personal one. In my opinion, once you have built a…Continue reading
February 16, 2018 — Customer Service Reps are often advised to treat each customer as their only customer. Shannon Butler, a customer service representative at Brenntag Southwest takes that advice literally because she has just one very large customer. But whether reps are working with one customer or one hundred, Butler’s advice in this month’s…To read more — login/sign up
