4 Seconds to Service Success

February 25, 2021
It was once widely accepted that a customer’s opinion of a service provider was formed in the first four minutes of their interaction. "Not true," says Lillian Glass, Ph.D., author of Attracting Terrific People. "Forget the first four minutes — now it’s the first four seconds." How can you use those first few seconds to make…Continue reading


Keep the QTIP Principle in Mind

January 29, 2021
Have you ever been provoked into letting your emotions loose on a customer? Getting defensive may be an automatic, human reaction to a caller who pushes your buttons, but it’s not a professional one. "As soon as you start taking it personally, you’ll mishandle the situation," says customer service trainer Joan Fox. "You can say…Continue reading


Desk Stretches Ease Muscle Strain

December 29, 2020
The holiday season, for many organizations, means peak call volume, hectic schedules, and high stress levels — and prolonged sitting makes it difficult to release tension. Following are four easy-to-do "desk-ersizes" to try when stress levels rise. Sitting upright, raise the top of your shoulders to your ears. Hold for a few seconds, then relax…Continue reading


Manage Empathy Fatigue

December 10, 2020
Spending eight hours a day listening to frustrated, confused, and sometimes angry customers is a tough task for service professionals, even in the best of times. Today, those same customers may be struggling with the impacts of the coronavirus pandemic, regional wildfires, and hurricanes. They may be juggling work, virtual schooling, caring for aging parents,…Continue reading